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Ma A. — Mid-Level Customer Support Representative from Philippines

Ma A.

Mid-Level Customer Support Representative

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

With over 9 years in the BPO industry, I have excelled in supporting demanding telecommunications accounts and consistently resolving complex customer issues across phone, chat, and email channels. I specialize in efficiency, accuracy, and process optimization, helping streamline support operations and elevate the overall customer experience. Having just transitioned to a Virtual Assistant role, I am eager to bring my reliability, professionalism, and high-level execution to new clients.


• Expert in managing phone, chat, and email support at scale

• Proven ability to resolve complex customer issues with speed and accuracy

• Experienced with CRM and support tools (Zendesk, Salesforce, and similar platforms)

• Strong, executive-level communication that builds trust and credibility

• Highly organized with exceptional attention to detail

• Able to work independently and consistently meet performance expectations

• Focused on delivering consistent, high-quality operational results


I take pride in being proactive, dependable, and results-driven, with a strong commitment to maintaining excellence in every interaction.

Experience

  • Customer Service Representative

    24/7 Intouch - Samsung Account · 2024 — 2026
    * Supported order management, product inquiries, and post-purchase concerns * Processed returns, refunds, replacements, and warranty requests * Resolved delivery and logistics issues through cross-team coordination * Managed end-to-end case tracking, ensuring timely follow-ups and resolution * Updated internal systems with accurate order and customer data * Delivered multi-channel support (phone, chat, email) in a fast-paced environment

  • Technical Support Specialist

    Concentrix – AT&T Account · 2022 — 2024
    * Troubleshot mobile, network, and connectivity issues across high-volume support channels * Resolved call, text, and data problems using structured diagnostics and real-time guidance * Assisted with device setup, software updates, and account provisioning * Documented technical cases in CRM with accuracy and completeness * Escalated complex issues to Tier 2 support, ensuring timely resolution * Met KPIs including AHT, CSAT, and First Call Resolution (FCR)

  • Customer Service Representative

    IBEX Global – Western Union Account · 2021 — 2022
    * Managed customer inquiries on money transfers, transactions, and account issues * Verified identities and ensured compliance with financial security protocols. * Investigated transaction discrepancies, delays, and failed transfers * Escalated fraud-related and high-risk cases to the appropriate teams * Maintained accurate transaction records and case documentation * Collaborated cross-functionally to resolve complex financial concernsing customer trust.

  • Customer Service Representative

    FIS Global – Sprint Account · 2017 — 2021
    * Handled high-volume customer inquiries across phone, chat, and email * Resolved billing, payments, plan changes, and account-related concerns * Processed activations, upgrades, and service modifications * De-escalated complaints and delivered strong customer satisfaction outcomes * Performed consistent upselling to drive revenue opportunities * Provided floor support to new hires; assisted with tools, navigation, and escalations * Maintained accurate CRM documentation and case tracking experience while achieving performance and productivity goals.

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