Servillano S.
Mid-Level Financial Technology Team Leader
Actively lookingNew to PlatformAbout
Servillano S. is an experienced Team Leader in customer service and financial technology, with a five-year track record managing teams in e-commerce and fintech environments in Metro Manila. At IntouchCX Philippines, Servillano S. oversaw KPIs such as CSAT, QA score, AHT, and EPH, providing daily coaching to improve team performance and customer satisfaction. His responsibilities included escalation management across calls, emails, chat, and social media, order tracking, refunds, product replacements, and financial process guidance, including ACH and international wire transfers. He utilized platforms including Salesforce, Zendesk, and Xero, and was responsible for quality assurance and data-driven process refinement. Prior experience includes technical support roles in telecommunications, resolving service issues and billing disputes, and providing cross-functional troubleshooting support.
Experience
Team Leader
IntouchCX Philippines · 2021 — 2026Handled escalations across call, email, chat, and social media channels. Assisted customers with defective product replacements and processed refunds when replacements were unavailable. Monitored customer orders to ensure timely resolutions and applied discounts and promotions to enhance satisfaction. Coordinated with the Logistics team regarding product availability and explained cash flow processes alongside financial transactions to customers. Guided customers through ACH and both domestic and international wire transfers, while investigating unapplied promotions to ensure accurate crediting. Provided troubleshooting support for online tools and collaborated with internal teams to address complex financial issues. Maintained accurate records of customer interactions and escalated issuesSenior Customer Service Specialist
IntouchCX Philippines · 2019 — 2021Addressed complex customer queries and complaints, providing timely solutions. Mentored junior staff while sharing best practices to enhance team performance and service delivery. Recognized opportunities to simplify service procedures, thereby boosting overall efficiency and customer satisfaction. Identified areas for streamlining service processes to further enhance efficiency. Generated reports reflecting service performance, highlighting trends and insights for strategic decision-making.Technical Support Representative
TPG · 2017 — 2017Resolved various service issues related to TV, internet, and phone services. Explained billing statements and corrected any disputed charges while offering and applying eligible promotions for services. Escalated complex issues to management when necessary and provided technical guidance that extended beyond standard support. Managed multitasking across calls and interdepartmental chat while documenting all interactions and resolutions in service tickets.Technical Support Representative
AFNI · 2016 — 2017Resolved issues related to TV, internet, and phone services. Clarified billing statements and addressed charge disputes, applying promotions as applicable. Handled escalations by referring complex issues to management and provided technical guidance beyond standard support. Balanced multiple tasks through call handling and interdepartmental chats while thoroughly documenting interactions in service tickets.Technical Support Representative
Convergys · 2013 — 2015Addressed service-related issues for TV, internet, and phone services, explaining billing statements and rectifying disputed charges. Offered and applied eligible service promotions while escalating complex matters to management as needed. Provided extensive technical support beyond typical issue resolution. Documented interactions and resolutions meticulously in service tickets while multitasking through calls and interdepartmental chat.Technical Support Representative
TeleTech · 2008 — 2013Handled service disruptions regarding TV, internet, and phone services. Clarified billing statements, addressing and correcting any disputed charges. Applied eligible promotions when appropriate and escalated complex issues to management as required. Offered guidance beyond standard support for technical questions and maintained complete documentation of interactions in service tickets while managing tasks across calls and internal chats.
Skills & Expertise
Education
- Bachelor of Science in Electronics EngineeringUniversity of the East -Caloocan · 2002 — 2007
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