Felix N.
Senior Customer & Technical Support Specialist
Open to offersNew to PlatformAbout
Felix N. is a results-driven Customer & Technical Support Specialist with over 15 years of experience in the electronics testing and customer service industries. He excels in troubleshooting complex systems, managing escalations, and leading high-performing teams with a strong emphasis on process improvements and client relations. Felix's expertise in technical support encompasses handling POS systems and various connectivity issues, achieving a remarkable first-call resolution rate of 95%. His leadership roles included supervising teams, delivering training, and implementing performance monitoring to enhance productivity. At Global Payments Processing Center, he consistently resolved technical escalations, improved system stability, and increased customer satisfaction scores. His educational foundation in Electromechanics from Dualtech Training Center further supports his technical proficiency and operational efficiency. Through roles at Accenture, IBM, and Continental, Felix has demonstrated a balanced approach to contact center leadership, team coaching, and process optimization, always ensuring service excellence and operational success.
Experience
Customer Service Representative
Accenture · 2025 — 2026Provided customer service support in accordance with service level requirements and the established scope of work.Contact Center Supervisor
Global Payments Processing Center, Inc. · 2021 — 2024Oversaw a team of 8 to 18 members while ensuring adherence to company policies and standards, and maintaining SLAs. Conducted training and coaching to enhance team productivity and participated in operations meetings to align services with organizational expectations.Escalation Support Specialist 2 / CC Lead
Global Payments Processing Center, Inc. · 2020 — 2021Delivered second-level technical support for over 40 escalations weekly and contributed to CSAT score improvements. Facilitated training for new hires and assisted the product team with defect tracking and troubleshooting.Escalation Support Specialist
Global Payments Processing Center, Inc. · 2017 — 2020Handling escalations with a 95% resolution success rate and updating technical documentation to close knowledge gaps. Collaborated with customer support teams to troubleshoot and reduce ticket backlog.US Terminal Support Specialist / Technical Support
Global Payments Processing Center, Inc. · 2016 — 2017Provided technical support for over 1,000 merchant POS systems, resolving connectivity issues across various platforms and ensuring customer issue ownership.Project-based Technician (Freelance)
Laguna, Philippines · 2011 — 2015Wired jigs and configured functional test fixtures following client specifications while ensuring accuracy in conveyor system control panel wiring.Financial Advisor / Customer Service Specialist
IBM Global Process Services · 2010 — 2011Evaluated financial situations of customers and negotiated repayment terms while addressing over 50 account inquiries daily to maintain high satisfaction.Senior Test Technician
Continental (Temic Automotive Philippines Inc.) · 2001 — 2009Set up, troubleshot, repaired, and calibrated testing equipment, ensuring reliable operations and conducting failure analysis to enhance yield rates.
Skills & Expertise
Education
- ElectromechanicsDualtech Training Center, Manila · 1998 — 2000
- High SchoolDon Antonio de Zuzuarregui Sr. Memorial Academy, Antipolo · 1994 — 1998
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