2014
Bachelor of Science in Business Administration Major in Financial Management
La Carlota City College
More Info About Me
Customer Service and Escalation Support professional with 10 years of experience in technical support, customer care, and team support roles. Proven ability to handle complex escalations, support new hires, and deliver high-quality customer experiences in fast-paced environments. Detail oriented, resourceful, and highly collaborative.
My Skills and Competencies
Social Media Management
Medical Virtual Assistant
Data Entry
Content Creator
Certificates
×
![]()
My Experience and Education
2014
-
2025
Concenrtrix
(Escalation Support Team)
Handled Comcast West escalations, ensuring timely resolution and customer satisfaction
Provided feedback and updates rolled out to support agents across multiple sites and LOBs
Conducted call audits and quality monitoring
Maintained accurate tracking and documentation using CRM tools
Subject Matter Expert (SME)
Assisted agents with process and product inquiries Prepared and submitted performance and support reports
Transition Floor Support (TFS)
Provided dedicated support to new hires during transition periods
Ensured compliance with processes and performance standards
Customer Service Representative | 2014 – 2016
Delivered technical support for Cable, Internet, and Phone services
Handled billing concerns and upselling opportunities
Maintained high customer satisfaction metrics
2024
-
2024
PrimeChoice
(CSR)
Assisted customers with order customization
Tracked and managed orders using Shopify
Ensured accurate order fulfillment and timely updates
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Medical Virtual Assistant
Scheduling appointments, handling correspondence, and managing records.