Angeles, Central Luzon, Philippines
Experienced Account Specialist, Customer Service Professional, and IT Support Specialist with more than 15 years of experience across IT support, telecommunications, insurance, utilities, manpower services, and e-commerce account management. Proven track record in delivering high-quality customer support, managing complex client accounts, troubleshooting technical issues, and improving operational efficiency in fast-paced environments. Started my career in IT support, providing hardware, software, network, and infrastructure assistance while managing helpdesk operations and supporting office system deployments. Transitioned into customer and technical support roles where I developed strong expertise in troubleshooting connectivity issues, account management, billing support, retention, and customer experience. At Tata Consultancy Services, gained extensive experience handling insurance, manpower services, and utility accounts for international clients. Worked across inbound calls, email, and chat support while managing policy updates, claims processing, onboarding, payroll inquiries, compliance checks, utility services, and customer account management. Also served as a Point of Contact (POC) and SME, supporting team operations, escalations, training, workflow monitoring, and operational reporting. Currently working as an Account Specialist at Troycor Lighting Corp (Hudson Valley Lighting), managing end-to-end support for multiple e-commerce client accounts. Experienced in order processing, EDI management, inventory updates, account maintenance, issue resolution, and cross-functional coordination with sales, logistics, finance, engineering, and quality teams. Skilled in platforms and systems including Salesforce, SAP, Amazon Seller Central, SPS Commerce, and Rithum. Recognized for being detail-oriented, adaptable, customer-focused, and capable of balancing technical expertise with strong communication and problem-solving skills to support both customers and business operations effectively.
Hudson Valley Lighting Managed daily operations for 26+ e-commerce client accounts, handling order processing, returns, credits, and account updates. Coordinated with cross-functional teams to ensure smooth order fulfillment, resolved account issues, and maintained SLA compliance. Supported inventory updates and product uploads using systems like Amazon Seller Central, SPS Commerce, and Rithum.
House and Fire Insurance Account Associate Handled inbound customer service for insurance accounts, including policy updates, claims assistance, payments, refunds, and account adjustments. Supported compliance processes and served as POC for an EDI pilot team, assisting with training, reporting, and workflow monitoring for 18 agents. Manpower Services Account Provided phone, email, and chat support for employment services, including employee onboarding, payroll and benefits inquiries, attendance, leave requests, and compliance support. Assisted with service desk operations and client payment monitoring. Utility Account (Electric, Gas, Mobile, and NBN) Provided customer support for Australian utility accounts, handling account setup, billing, payments, move requests, and service inquiries. Assisted customers with mobile and NBN troubleshooting, verified documents, and supported sales upgrades using SAP and Salesforce systems.
Wireless Internet Service Provider Provided customer support for internet service customers, handling technical issues, billing concerns, payments, refunds, and account management. Performed basic to Level 2 troubleshooting for connectivity issues, supported sales and retention efforts, and assisted the team as an SME for escalations and workflow support.
Provided IT support for employees by troubleshooting hardware, software, network, and application issues through phone, email, chat, and in-person assistance. Managed IT tickets, installed and maintained computers and printers, supported user accounts, and assisted with onboarding setup for new employees. Also supported office IT infrastructure projects, network setup, cabling, and Salesforce auto dialer maintenance and configuration.