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Ma O. — Mid-Level Technical Support Specialist from Philippines

Ma O.

Mid-Level Technical Support Specialist

Philippines 6+ years
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About

Ma. Olivia R. is an experienced Technical Support Level 1 and Customer Service Representative with a solid track record in the business process outsourcing (BPO) industry, supporting sectors such as telecommunications and technology. At organizations including Concentrix, Teleperformance, and G2 [24]7.ai in the Philippines, she provided expert assistance in technical troubleshooting, order and refund processing, and customer relationship management through multiple channels—voice, chat, and email. Ma. Olivia R. handled product and Wi-Fi system issues, inventory tracking, and customer inquiries, consistently meeting KPIs and quality assurance benchmarks. She contributed to operational efficiency by maintaining accurate documentation and optimizing backend workflows, and earned certifications in technical support and chat support. Her educational background includes degrees in Mass Communication and Business Administration.

Experience

  • Technical Support Level 1

    Concentrix · 2023 — 2024
    Provided technical support by diagnosing and addressing product and Wi-Fi mesh system issues to ensure peak performance.

  • Customer Service Representative

    G2 [24]7.ai · 2023 — 2023
    Processed refunds accurately, maintaining standards of customer satisfaction and compliance. Managed order placement and tracking while overseeing inventory levels and deliveries.

  • Customer Service Representative

    Teleperformance · 2016 — 2023
    Handled inquiries related to order statuses, payments, and refunds, consistently achieving customer satisfaction and quality standards. Resolved complex customer issues through advanced troubleshooting, leading to enhanced first-contact resolution.

  • Badminton Trainer

    Freelance · 2008 — 2015
    Conducted training on grip, footwork, swing mechanics, and serving techniques. Assisted coaches at National Badminton Tournaments to enhance strategic execution and team performance.

Skills & Expertise

Retention SpecialistChat SupportEcommerceCustomer SupportCall CenterTechnical Support SpecialistCustomer ServiceEmail SupportCustomer Service RepresentativePersonal AssistantCustomer Service and Admin Support

Education

  • Bachelor of Arts | Mass Communication, Broadcasting
    Far Eastern University · 2013 — Present
  • Bachelor of Business Administration | Bachelor of Science in Marketing Management
    National University · 2007 — Present
  • Bachelor of Science | Business Administration, Management
    University of La Salette · 2006 — Present

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