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Dhaenz A. — Mid-Level BPO Customer Support Specialist from Philippines

Dhaenz A.

Mid-Level BPO Customer Support Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
English
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About

Dhaenz A. is an IT graduate based in Lapu-Lapu City, Philippines, with over seven years of direct experience in the BPO and customer support sector, including extensive work in telecommunications and banking and finance. As a Customer Support & Technical Specialist, Dhaenz A. handled Tier 3 escalations in a telco account, managed 500+ monthly cases via Salesforce CRM, implemented AI-driven ticket triage for faster resolutions, and mentored junior staff on workflow improvements. In the finance sector at EXL Cebu, Dhaenz A. facilitated secure banking transactions, optimized call handling, and contributed to workflow enhancements, consistently achieving audit compliance. Dhaenz A. demonstrates advanced proficiency with ticketing systems (Zendesk, Freshdesk) and productivity tools (Google Workspace, Microsoft Office, Trello, Asana, Jira) in large-scale business environments.

Experience

  • Banking & Finance Associate

    EXL Cebu · 2025 — 2025
    Assisted clients with financial transactions, applied a verification checklist to transaction logging, and supported customers in secure banking processes within the banking and finance industry. Helped onboard new associates and contributed toward enhancement of workflow procedures.

  • Customer Support & Technical Specialist (Telco Account)

    Company not specified · 2018 — 2024
    Managed Tier 3 escalation cases in billing and portability, addressed offline case tickets using Salesforce CRM, and created troubleshooting scripts for Tier 2 agents within the telco sector. Applied AI-driven ticket triage for improved case management and participated in the mentorship of junior team members while introducing workflow improvements.

Skills & Expertise

Lead GenerationCustomer SupportCRMVirtual AssistantTech Support

Education

  • Bachelor of Science in Information Technology (Major in Computer Programming)
    Saint Louise de Marillac College of Bogo · 2014 — 2018

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