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Gemalyn M. — Mid-Level Customer Support Specialist from Philippines

Gemalyn M.

Mid-Level Customer Support Specialist

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

Gemalyn M. is a seasoned Customer Support Specialist with over seven years of hands-on experience across telecommunications and business process outsourcing (BPO). At The Results Companies (2018-2020), Inspiro (2020-2022), and TPG Telecomm (2022-2026), she managed customer interactions related to billing, account setup, technical concerns, and service upgrades. Gemalyn consistently used CRM and ticketing systems to efficiently handle support tickets and ensure timely resolution within service-level agreements (SLAs). Her expertise spans technical and product support, conflict resolution, and workflow management, contributing to customer retention by resolving issues and promoting relevant services. She holds a BS in Psychology from Rizal Technological University and is based in Pasig City.

Experience

  • Customer & Technical Support

    TPG Telecomm · 2022 — 2026
    Provided support for both customer and technical inquiries, focusing on resolving complex issues related to products and services. Engaged with customers through various channels while utilizing ticketing systems for effective case management.

  • Customer Support

    Inspiro · 2020 — 2022
    Identified and addressed connectivity issues, service disruptions, billing inquiries, and account management requests to reduce customer downtime. Employed CRM and ticketing systems to monitor, manage, and escalate complex cases, ensuring timely resolutions in alignment with company SLAs.

  • Customer Service Associate

    The Results Companies · 2018 — 2020
    Assisted customers with onboarding, account establishment, and service enhancements to ensure seamless transitions and satisfaction. Coordinated support tickets using CRM and ticketing systems, guaranteeing timely follow-up and compliance with SLAs.

  • Customer Support

    GEMALYN
    Addressed customer concerns regarding billing, accounts, and technical issues while achieving performance KPIs. Enhanced communication and problem-solving capabilities relevant to HR support functions. Contributed to customer retention by efficiently resolving issues and promoting applicable services.

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