Kyle P.
Senior Customer Service & Technical Support Specialist
Open to offersNew to PlatformAbout
Kyle P. is an experienced Customer Service Representative and Technical Support Specialist based in Pavia, Iloilo, with over seven years of proven performance in the BPO sector. He has delivered high satisfaction for clients across e-commerce, retail, logistics, and health insurance industries, handling high-volume customer inquiries through phone, email, and chat. Recognized as a Top Performing Agent at Transcom from 2020 to 2022, Kyle’s scope has included escalation management, order and warranty processing, technical troubleshooting, eligibility verification for medical procedures, and timely parcel delivery. He has demonstrated advanced proficiency in Zendesk and CRM platform management, using tools such as Gorgias, Shopify, HubSpot, SAP BusinessOne, and Google Workspace to streamline workflows and ensure accurate communications in both permanent and project-based remote roles.
Experience
Freelance Customer Support Specialist
Remote · 2024 — 2026Provided support via chat and email to international clients within e-commerce and SaaS sectors. Utilized CRM systems such as Zendesk, Gorgias, Shopify, and HubSpot to address inquiries and resolve technical matters. Managed order fulfillment, troubleshooting, and escalations to maintain customer satisfaction. Adapted to various workflows and demonstrated resourcefulness in project-based roles.J&T Rider – Logistics & Delivery
null · 2024 — 2024Ensured timely and accurate delivery of parcels, mail, and packages while maintaining high reliability and customer satisfaction in a fast-paced environment.Health Insurance Verifier – Contractual Chat Support
Sagility · 2023 — 2023Verified eligibility for medical procedures through chat, offering clear coverage explanations to assist clients in making informed decisions.Technical Support / Customer Service Representative (Retail)
Transcom Iloilo · 2019 — 2022Addressed a high volume of customer inquiries via phone, email, and chat; handled warranty claims, refunds, replacements, and follow-ups, ensuring strong satisfaction outcomes. Provided effective remote troubleshooting for devices and appliances, reducing instances of repeat contacts. Managed escalated supervisor calls and prioritized outreach for high-value clients, delivering prompt resolutions. Utilizing Zendesk ticketing system, SAP BusinessOne, Google Workspace, NIMDA, and Loggy for improved ticket management and productivity. Organized return and delivery schedules through Allied Express Booking, contributing to efficient logistics.Customer Service & Technical Support Roles (Various – Inbound/Outbound, Retail, Sales, Seasonal)
StarTek, Callpoint Solutions, iQor Iloilo, Infosys/Global/Nou Inspiro/SPI · 2013 — 2019Managed inbound and outbound communications for billing, technical inquiries, order tracking, plan offerings, and floral services, consistently achieving resolution targets. Verified customer data, promoted add-on sales, and resolved escalated issues with compensation proposals, enhancing client retention. Delivered reliable support across phone, email, and chat, including follow-ups, amendments, refunds, and high-volume interactions.
Skills & Expertise
Education
- Bachelor of Science in Information SystemsWest Visayas State University · 2012 — 2016