Raphael V.
Mid-Level Technical Support Escalation Manager
Open to offersNew to PlatformAbout
Raphael V. is an experienced professional with a robust background in Customer Service and Technical Support, emphasizing his adeptness in handling complex issues and ensuring client satisfaction. His journey commenced as an IT Technician in a family business, servicing clients across Luzon with computer setups, router installations, and wirings from 2019 to 2020. Following this, he honed his skills in customer support at Alorica, working in the Telco department from 2020 to 2021, where he was responsible for addressing diverse customer concerns and highlighting product value. At Task Us, he expanded his expertise in the Retail and Financial sectors, adeptly managing emails, chats, and calls while ensuring security in financial transactions. In 2022, he ventured into content moderation, ensuring online safety by scrutinizing user comments. Currently, Raphael excels as a Technical Support Escalation Manager at AFNI, prioritizing team management and compliance while maintaining strong interpersonal team relations.
Experience
Technical Support Escalation Manager
AFNI – Quezon City · 2023 — 2024Oversaw escalations related to billing, sales, troubleshooting, and retention while ensuring team compliance with KPIs and fostering team engagement.Back end content moderator
Task Us - Mecauayan · 2022 — 2023Focused on approving and rejecting comments on an email platform, monitoring for inappropriate content, and blocking users when necessary.Customer Service Retail
Task Us - Mecauayan · 2021 — 2022Handled emails, chat, and phone calls with a focus on multi-tasking to meet daily ticket counts.Customer Service Financial
Task Us - Mecauayan · 2022 — 2022Ensured security by implementing verification processes to prevent fraudulent activities and managing complex billing calculations.Customer Service Sales Department Telco
Alorica - Centris · 2020 — 2021Managed phone calls addressing various concerns while emphasizing the specific value of products and services offered.IT/Technician
Freelance Technician Family Business · 2019 — 2020Provided services to clients throughout Luzon by setting up computers, routers, and handling installations and wiring.
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