France J.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformAbout
France R. is a dedicated Customer Support & Account Resolution Specialist with over three years of experience in the BPO industry, working with major U.S. accounts including Comcast Business, FedEx, and Capital One Auto Finance. France has honed his expertise in technical support, escalations management, and collections. As a Collection Specialist at iQor Philippines, he managed delinquent account calls, maintaining compliance and supporting quality assurance, while at IBEX Global Solutions, he acted as an Escalation Specialist, resolving critical complaints and facilitating service improvements. His technical acumen was evident during his tenure as a Technical Support Representative at VXI Global Solutions, providing troubleshooting assistance and meeting key performance metrics. With a background in Humanities and Social Sciences from Brokenshire College of Toril, France combines strong communication abilities with problem-solving skills to enhance customer relationships across various industries.
Experience
Collection Specialist
iQor Philippines · 2025 — 2026Handled inbound and outbound collection calls for delinquent auto finance accounts, negotiating payment arrangements in accordance with FDCPA and company policy. Assessed customer account histories to identify underlying causes of delinquency and proposed personalized repayment solutions. Kept detailed account notes and payment records to comply with audit and quality assurance standards. Developed rapport with financially stressed customers, balancing empathy and firmness to maintain customer relationships.Escalation Specialist
IBEX Global Solutions · 2024 — 2025Acted as the primary escalation point for high-priority customer complaints and issues unresolved by Tier 1 support. Collaborated with internal departments and shipping operations teams to resolve delivery, billing, and service disputes. Utilized advanced de-escalation techniques to manage high-tension customer interactions, successfully converting dissatisfied customers into retained accounts. Recorded trends in escalations and communicated findings to team leads to foster process improvement.Technical Support Representative
VXI Global Solutions · 2023 — 2024Provided technical troubleshooting support for Comcast Business internet, phone, and networking services to small and mid-sized business clients. Identified and addressed connectivity, hardware, and service outages, guiding customers through technical resolutions step-by-step. Achieved targets for call handle time, first-call resolution, and customer satisfaction in a high-volume support environment. Instructed customers on product features and self-service tools to minimize repeat contacts.
Skills & Expertise
Education
- Humanities and Social Sciences (Senior High School)Brokenshire College of Toril · 2019 — 2021
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