Matt J.
Senior Customer Service and Technical Support Professional
Open to offersNew to PlatformAbout
Matt J., based in Olongapo City, Zambales, Philippines, is a Customer-focused professional with over a decade of experience in the BPO and remote support sectors. He has demonstrated expertise in managing high-volume customer interactions, resolving complex issues, and delivering exceptional service quality. With a keen aptitude for technical troubleshooting and CRM & ticketing systems, Matt consistently achieves high satisfaction ratings and improves team performance. Currently a freelance Virtual Assistant, he manages customer communications, supports sales, and organizes schedules. Previously at Asurion, he excelled as a Technical Support Expert, resolving numerous customer issues daily. During his tenure as a Sales Advisor Virtual Assistant at Concentrix, Matt surpassed sales targets and improved customer retention. His experience as a Quality Analyst at Buwelo saw him enhance team efficiency through quality audits. Earlier roles at iQor and RAS Contact Solutions involved comprehensive customer service and technical support duties.
Experience
Technical Support Expert
Asurion · 2025 — 2026Addressed over 40 customer inquiries daily through phone, chat, and email. Offered detailed step-by-step technical guidance to enhance the customer experience while ensuring comprehensive case documentation and escalation of complex issues.Virtual Assistant
Freelance · 2025 — PresentOversaw customer communications and appointment scheduling while qualifying and following up with leads. Provided excellent service by maintaining organized calendars and aiding sales in converting inquiries to confirmed bookings. Managed emails and meetings, performed data entry and file organization, assisted with social media, coordinated with clients and team members, prepared reports and documents, and offered research and administrative support.Sales Advisor Virtual Assistant
Concentrix · 2023 — 2024Provided assistance to customers in product selection, consistently surpassing sales targets. Enhanced customer retention by delivering personalized service, ranking among top performers.Customer Service Specialist / Quality Analyst
Buwelo · 2021 — 2023Performed quality audits which led to reduced error rates through effective reporting. Developed guidelines for service improvement that elevated team efficiency and supported training programs for new hires.Customer Service/Sales & Tech Support Virtual Assistant
iQor · 2019 — 2021Handled inquiries regarding billing, accounts, and services accurately. Supported upselling initiatives which contributed to revenue growth while maintaining detailed customer records for compliance purposes.Customer Service/Sales & Tech Support
RAS Contact Solutions · 2016 — 2019Provided customer support and technical assistance across various platforms. Verified customer eligibility and account details while ensuring compliance with established service quality standards.
Skills & Expertise
Education
- BS CriminologyInstitute of Creative Computer Technology · 2009 — 2011
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