Kurt A.
Senior Customer Support Specialist
Open to offersNew to PlatformAbout
Kurt A. is a seasoned Customer Support Specialist with over a decade of experience in delivering high-quality support to global customers. Specializing in technical support, billing inquiries, and account management, he plays a pivotal role in assisting Google Maps Platform clients under TELUS Digital. Since October 2018, Kurt has excelled in resolving complex issues related to payments, subscriptions, and account access via chat and email, consistently surpassing productivity benchmarks. His role involves detailed investigation of billing discrepancies and collaborating with cross-functional teams to ensure seamless service delivery. Prior to this, Kurt honed his skills at SYKES Asia Inc., where he served as a Technical Support Representative and later as a Chat-R SME / Transition Team Lead. His efforts in training, mentoring, and operational support were instrumental in enhancing team performance metrics. With proficiency in tools like Salesforce Lightning, Google Workspace, AI platforms, and Adobe Express, Kurt supports a wide spectrum of technical and customer needs while operating from Fort Bonifacio, Taguig City, Philippines. He is available for full-time remote work across various time zones.
Experience
Google Maps Platform Frontline Support
TELUS Digital · 2018 — PresentProvided assistance to global customers of the Google Maps Platform via chat and email, addressing comprehensive billing, subscription, payment, and account access issues while fulfilling quality and productivity objectives. Investigated billing discrepancies and payment failures to prevent service interruptions. Worked collaboratively with cross-functional teams to address escalated account issues and enhance resolution turnaround times. Ensured precise CRM documentation and maintained account records for seamless customer support. Supported account recovery and payment resolution procedures to minimize disruptions. Analyzed customer usage patterns to offer advice for cost management and billing issue prevention.Chat-R SME / Transition Team Lead
SYKES Asia Inc. · 2016 — 2018Led training and onboarding for newly hired team members, ensuring they met client and company performance expectations. Facilitated coaching sessions and performance evaluations to enhance service quality, productivity, and customer satisfaction. Assisted in daily operations management, monitoring team performance metrics, and encouraging workflow efficiency. Collaborated with management to enact process improvements while maintaining compliance with company policies. Acted as a point of escalation for resolving customer issues, ensuring resolutions were timely and satisfactory. Supported transition and knowledge transfer initiatives for new programs and team members.Customer Service Representative / Technical Support Representative
SYKES Asia Inc. · 2015 — 2016Engaged with customers through inbound phone support, responding to inquiries regarding accounts, billing, service requests, and technical challenges. Managed payment processing, updated accounts, and enrolled customers in recurring payment plans. Coordinated technician appointments according to customer needs and scheduled service visits. Maintained precise customer records and documented interactions within internal systems and CRM platforms. Informed customers about available services, plans, promotions, and account options to facilitate decision-making. Addressed customer concerns efficiently while aiming to sustain high professionalism and service quality, managing multiple tasks in a fast-paced environment.
Skills & Expertise
Education
- Bachelor of Science in Hotel and Restaurant ManagementMindanao State University