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Myrasonia M. — Mid-Level Technical Support Team Lead from Philippines

Myrasonia M.

Mid-Level Technical Support Team Lead

Philippines 3-6 years
Open to offersNew to Platform
Languages
English
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About

Aileen I. is a seasoned Technical Support Team Lead with over four years of experience specializing in the management of remote teams within SaaS and IoT platforms at Tracki Inc. She has a proven track record of optimizing CSAT, FCR, AHT, and operational KPIs through strategic coaching and process improvements. Aileen excels in customer experience, escalation management, and e-commerce support, specifically within platforms like Shopify. Her role involves leading daily operations, managing escalations, conducting QA audits, and collaborating with marketing and product teams to leverage customer feedback for actionable insights. Additionally, she has implemented strategies to enhance customer retention and decrease churn rates. Aileen's academic background includes a Bachelor of Arts in English from Cebu Normal University, completed in 2011. Prior to her current role, she refined her communication and facilitation skills as an instructor and curriculum developer at Brilliant Cebu English Academy.

Experience

  • Technical Support Team Lead

    Tracki Inc. · 2021 — 2026
    Oversaw the daily functions of remote technical support teams focused on SaaS and IoT products. Established and monitored KPIs such as CSAT, FCR, AHT, and SLA performance. Guided agents to improve their performance and enhance service quality. Handled escalations related to device issues, subscription billing, and payment disputes using Braintree. Conducted quality assurance audits to maintain compliance with operational standards. Assisted with Shopify-related e-commerce inquiries, managing orders, refunds, and account issues. Collaborated with marketing and product departments to convert customer feedback into practical insights. Executed strategies aimed at increasing customer retention and minimizing churn.

  • English Teacher

    Brilliant Cebu English Academy · 2016 — 2021
    Provided structured English language instruction to small groups. Enhanced the curriculum based on feedback and performance assessments. Facilitated workshops and conducted mock teaching sessions. Developed strong communication, facilitation, and coaching abilities.

Skills & Expertise

Customer ServiceEcommerceTech SupportTechnical Support SpecialistQuality Assurance

Education

  • Bachelor of Arts in English
    Cebu Normal University · 2004 — 2011