Enrico C.
Mid-Level Technical Support Specialist
Open to offersNew to PlatformAbout
Enrico B. C. is an accomplished professional in customer support and technical operations, with a robust history in the BPO industry. He has demonstrated expertise in areas such as technical support, customer care, and product support, supported by his roles at companies like TaskUs and Dell International Services Philippines Inc. Enrico has honed his skills in performance management, troubleshooting, and customer communication. His proficiency extends to Microsoft 365, Salesforce, Windows Server, Linux, and Dell server technologies. At Sitel Philippines Inc., he excelled as a Coach and Team Lead, implementing performance improvement strategies that drove departmental KPI success. Previously, in roles such as Client Technical Support Senior Associate at Dell, he applied his broad technical knowledge to enhance service efficiency and quality. Enrico holds a Bachelor of Science in Business Administration from the Philippine School of Business Administration and has undertaken additional technical training in various Microsoft and Dell technologies.
Experience
Team Mate / Product Support Tier 1
TaskUs · 2024 — 2026Delivered reception and product support in an entry-level capacity while collaborating with the Team Leader on improvement strategies aligned with departmental and team objectives.Front Line Agent
StackPH · 2024 — 2024Managed inbound customer calls addressing daily customer concerns and partnered with the Team Leader on strategies for enhancing performance and achieving team goals.Outbound/Inbound Loyalty Representative / Retention Specialist – Bell BRS
Quantrics Enterprise / Nordia · 2021 — 2024Conducted outbound follow-ups tailored to client needs, positioning sales opportunities, and collaborated with Team Leaders on strategies to support department and team goals.Coach / Team Lead
Sitel Philippines Inc. · 2014 — 2021Provided supervisory support and development for agents, executed performance improvement initiatives to enhance department and team KPIs, and monitored calls and quality standards while delivering coaching and feedback for growth.Client Technical Support Senior Associate (L2 Dispatcher) / Customer Care Senior Associate (Coach / Resolution Specialist)
Dell International Services Philippines Inc. · 2006 — 2014Offered front-line supervision and support to operational and service teams, using a range of technical skills to enhance efficiency and quality, while monitoring daily progress and adjusting approaches to meet service and performance targets.Quality Assurance Specialist / Technical Support Representative / Sales
Alorica Philippines · 2004 — 2006Executed quality assurance and training activities, formulated performance evaluations outlining contact-handling procedures, and provided technical support and troubleshooting for customer inquiries, including after-sales parts upgrades.Installation Supervisor / Account Executive
Lityan Philippines Berhad · 1999 — 2004Oversaw project management as Installation Supervisor and managed site procurement for the installation of Globe Telecom payphones in the role of Account Executive.
Skills & Expertise
Education
- Computer Software ApplicationsAteneo de Manila University · 1993 — 1994
- Bachelor of Science in Business AdministrationPhilippine School of Business Administration · 1988 — 1992
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