Post a Job Free
0 viewsjobseeker
John D. — Mid-Level Customer Support Subject Matter Expert from Philippines

John D.

Mid-Level Customer Support Subject Matter Expert

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalogFrench
Video Introduction
No video introduction yet
The candidate has not added a video.
Contact information and social networks are private. Connect to unlock.
Hidden

About

John D. is a seasoned Customer Support Associate with a robust background in delivering exceptional client services and resolving complex inquiries. His experience at Wing Tel Inc., particularly in the HomeFi operations, has honed his ability to enhance customer satisfaction and retention through problem-solving and conflict resolution. Currently serving as a Subject Matter Expert, he oversees real-time assistance, manages call assignments, and conducts root cause analyses to bolster operational reliability. John is also dedicated to team success by developing training materials and facilitating knowledge sharing sessions. His earlier roles, including Junior Lead in the Onboarding/Activation department, showcased his aptitude for maintaining customer satisfaction and ensuring seamless activation processes. With a Bachelor of Science in Computer Engineering from AMA Computer College, John leverages his expertise in process optimization and data analysis to support continuous service improvements.

Experience

  • Subject Matter Expert

    Wing Tel Inc. - HomeFi ops · 2025 — Present
    Monitor real-time assistance for both Non-Voice and Voice teams, overseeing team chat, callback requests, email queues, and attendance. Ensure accurate documentation of device replacement orders for the warehouse team. Manually assign callback requests to available Voice support agents and provide assistance with account verification and policy confirmations. Distribute tasks effectively among team members while conducting root cause analyses to improve process reliability. Coach the non-voice team, ensuring compliance with update acknowledgments, and facilitate QA audit processes. Collaborate across teams for efficient operations and develop training materials on best practices.

  • Customer Support Associate in Homefi

    Wing Tel Inc. - HomeFi ops · 2023 — 2025
    Assist users with account management, billing inquiries, and general support questions. Handle requests for service reactivation, plan adjustments, and technical support. Provide responsive customer service across various channels, including phone and email, while documenting interactions in the support ticketing system.

  • Junior Lead in Onboarding/Activation department

    Wing Tel Inc. · 2019 — 2023
    Maintain customer satisfaction by employing proactive strategies to address needs and resolve concerns. Manage activation requests for SIM cards, eSIMs, and smartwatches while assessing customer accounts for service requirements. Handle escalations through specialized channels and monitor support queue activities. Streamline communication for new user activation and improve onboarding processes by identifying workflow bottlenecks.

  • NatSci Lab technician cum Digital Lab Technician

    AMA Computer College · 2017 — 2018
    Ensure cleanliness and order in the chemistry and digital laboratories while assisting the I.T. Supervisor with hardware maintenance. Support students during enrollment and contribute as a member of the marketing team.