Melvin B.
Mid-Level Multi-Channel Customer Support Specialist
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About
Melvin M., a seasoned BPO professional, has built a robust career with over three years of specialized experience in technical support, fraud analysis, and multi-channel customer service. With a BS in Information and Communications Technology from Pangasinan State University, Melvin has demonstrated proficiency in managing high-volume chat, voice, and email support. At TaskUS, he excelled as a Rider Support Specialist for Deliveroo, delivering real-time, multi-channel support and troubleshooting app and operational issues to minimize downtime. As a Service Desk Analyst at Universal Access & Systems Solutions, he was instrumental in providing Tier-1 IT support and maintaining high user satisfaction through ITSM platforms. His tenure as a Fraud Analyst at Concentrix further honed his capabilities in investigating and mitigating financial transaction risks for Citi Bank. Melvin's experience at VXI Global Holdings as a Customer Service Representative for eBay underscores his expertise in efficient queue management and client CRM tools. His career trajectory is marked by a commitment to SLA-driven support, IT Service Management, and maintaining excellence in quality and compliance.
Experience
Rider Support Specialist (Chat/Voice/Email – Deliveroo Account)
TaskUS · 2023 — 2026Provided real-time, multi-channel support to delivery partners on a major food delivery platform, effectively managing simultaneous chats and calls while adhering to quality standards. Addressed app and operational issues related to navigation and order management under time constraints, reducing rider downtime. Showcased flexibility by switching seamlessly between voice and non-voice support channels based on demand.Service Desk Analyst (Email Support)
Universal Access & Systems Solutions · 2024 — 2026Delivered Tier-1 IT support for a global client by resolving technical inquiries via email and remote tools on a daily basis. Ensured compliance with service level agreements by accurately logging, prioritizing, and escalating tickets within the company's ITSM platform. Assisted with user onboarding and account management, sustaining a strong first-contact resolution rate and favorable user feedback.Fraud Analyst (Citi Bank Account)
Concentrix · 2022 — 2023Conducted investigations into suspicious financial transactions for a major banking client, utilizing proprietary monitoring systems to manage fraud risk effectively. Maintained complete adherence to client security protocols and data privacy regulations during all case handling and reporting. Worked alongside cross-functional teams to recognize fraud patterns and contribute to process improvement efforts.Customer Service Representative (eBay Chat Support)
VXI Global Holdings · 2021 — 2021Delivered dedicated chat support for eBay users, addressing account, transaction, and marketplace concerns while achieving high customer satisfaction scores. Navigated a busy queue efficiently and developed proficiency in the client's knowledge base and CRM tools.Salesclerk
Robinson Appliances · 2020 — 2021Engaged with customers and applied product knowledge in a retail environment, meeting sales targets for electronics and warranty packages.Supervisor
Mr. Ramyun Fast Food · 2016 — 2019Oversaw training, scheduling, and inventory management for restaurant staff, ensuring efficient operations during busy periods. Developed essential skills in team leadership and high-pressure customer service.Freelance Computer Technician
Lingayen · 2012 — 2016Delivered extensive technical support, including hardware and software installation, system troubleshooting, and basic network configuration for local clients. Established a solid practical foundation in IT problem-solving and client service.
Skills & Expertise
Education
- Bachelor of Science in Information and Communication TechnologyPangasinan State University · 2008 — 2012