John A.
Mid-Level Customer Success Specialist
Open to offersNew to PlatformAbout
John A. is a dedicated and skilled Account Support Coordinator and Client Operations Specialist with over four years of experience in customer success and technical support, particularly within the SaaS platform domain. He has demonstrated proven expertise in managing high-value customer accounts, coordinating order fulfillment processes, and delivering seamless service delivery across network/telecom and marketing technology industries. His tenure at companies like CyberOne Security in London and SOCi in Makati City involved managing data usage, supporting technical setups, and ensuring on-time delivery of services. In his previous role at Accenture, he resolved complex technical issues and contributed to high customer satisfaction levels. John A. is adept at cross-functional collaboration, utilizing tools like Microsoft Dynamics 365, Monday.com, and Zendesk to optimize business listings and enhance customer onboarding experiences. His academic background includes a Bachelor of Arts in Communication from STI College Global City.
Experience
Account Support Coordinator
CyberOne Security · 2025 — 2026Managed data usage and service performance for both regular and VIP customers while providing technical support for network and telecom services. Oversaw end-to-end order coordination, project management, and license provisioning involving customers, suppliers, and internal teams. Collaborated with Finance to prepare quotes, Purchase Orders, and ensure accurate invoicing. Monitored and tracked orders and projects to confirm alignment and timely delivery. Configured customer portal accounts to provide real-time access to service performance and analytics. Developed monthly service review presentations by aggregating data and engaging with engineering teams. Created Welcome Packs to enhance customer onboarding and handled high-volume email management, scheduling, and SOP development.Client Operations Specialist (Marketing Technology – Email & Phone)
SOCi (KMC) · 2024 — 2025Delivered first-line technical support and troubleshooting for telecom services, including devices, billing, and promotions. Assisted customers with device orders, specifications, cancellations, billing inquiries, and documentation requirements. Managed escalations of complex cases while ensuring clear communication and comprehensive documentation. Achieved high levels of customer satisfaction through solution-oriented support.Tier 2 Specialist (Chat and Email Support)
Accenture · 2023 — 2024Supported multiple Lines of Business in a fast-paced, high-volume environment, while delivering advanced support on various technical issues and customer inquiries.Customer Service Associate (Telco – Voice, Chat, and Email)
null · 2022 — 2023Resolved complex technical issues and escalated concerns for customers and Tier 1 agents via tickets and multi-chat support. Processed refunds and conducted detailed fraud checks to protect company assets. Provided advanced support on cloud subscriptions, device orders, network issues, and associated physical products, ensuring compliance with security standards and data protection protocols.
Skills & Expertise
Education
- Bachelor of Arts in CommunicationSTI College Global City · 2021 — 2023
- Tourism OperationsSTI College Global City · 2019 — 2021
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