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Jomin M. — Senior Customer Service and Technical Support Specialist from Philippines

Jomin M.

Senior Customer Service and Technical Support Specialist

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

Jomin G., based in Santa Rosa, Laguna, is a seasoned Customer Service and Technical Support Specialist with over 7 years of experience in the BPO industry, particularly in financial and billing support. He has excelled in roles at FOUNDEVER and CONCENTRIX CVG PHILIPPINES, INC., where he handled complex account and technical issues and achieved high CSAT and FCR scores. With a strong sales-oriented mindset, Jomin is proficient in QuickBooks financial systems and is skilled in financial and billing support, customer service, and technical troubleshooting. As a Learning Specialist/Trainer at FOUNDEVER, he significantly improved agent performance through effective coaching and training sessions focused on communication and product knowledge. Jomin holds a Lean Six Sigma Yellow Belt certification and was recognized as a Top Learning Specialist, demonstrating his commitment to continuous improvement and excellence in customer engagement.

Experience

  • Learning Specialist / Trainer

    FOUNDEVER · 2022 — 2025
    Executed training programs for customer service and technical support staff, ensuring their preparedness for managing billing and service accounts. Enhanced agent performance through targeted coaching, leading to improved CSAT and efficiency in call handling. Conducted sessions emphasizing effective communication, customer interaction, and product knowledge. Supported ongoing improvement through performance analysis.

  • Technical & Financial Support Specialist

    FOUNDEVER · 2021 — 2022
    Addressed financial and billing-related concerns for QuickBooks users, including payments, subscriptions, and disputes. Consistently achieved high First Call Resolution (FCR) and customer satisfaction scores. Assisted customers with account setup, clarified billing issues, and resolved system troubleshooting inquiries. Maintained accurate documentation of cases in CRM and coordinated with internal teams for escalations.

  • Customer Service & Technical Support Advisor

    CONCENTRIX CVG PHILIPPINES, INC. · 2016 — 2020
    Oversaw a substantial volume of inbound calls daily, addressing billing inquiries, account assistance, and service requests. Delivered high-quality customer service in a dynamic environment. Utilized effective probing and resolution strategies to reduce repeat calls. Ensured compliance while meeting established performance and quality standards.

Skills & Expertise

Customer Service and Admin SupportCustomer ServiceCustomer Service Representative

Education

  • Bachelor of Science in Marine Transportation
    Philippine Merchant Marine School · 2013 — 2017