Quezon City, National Capital Region, Philippines
With over eight years of experience as a Tier 3 Escalations agent at Sutherland, contributed to resolving complex customer issues for a global music streaming app. Expertise in technical support, de-escalation techniques, and team coordination ensured seamless issue resolution and enhanced customer satisfaction. Dedicated to fostering collaborative solutions, leveraging management skills to empower teams, and driving positive user experiences. Committed to bringing a problem-solving mindset and operational excellence to dynamic organizations.
• Served as a Tier 3 Escalations Specialist for a leading music streaming app, providing advanced customer service and technical support. • Collaborated in focused group discussions aimed at improving processes and case handling efficiency. • Leveraged problem-solving skills to resolve complex customer issues, enhancing user satisfaction and retention.
I worked as a Tier 3 - Escalations agent for a music streaming app