ARMIE MESTIOLA NOBLEZA
PREMIER SUPPORT ADVOCATE
San Pablo City
Summary
Dedicated supervisor and support specialist with excellent experience in the BPO industry with a strategic leadership attitude. Dependable, team player with effective and organization skills.
Overview
12
12
years of professional experience
Work History
Premier Support Advocate
Thumbtack
03.2023 - 03.2026
- Serve as the primary point of contact for Thumbtack’s Premier professionals, delivering personalized, high-touch support via phone, email, and chat.
- Address and resolve a variety of inquiries, ranging from account management and billing issues to platform functionality, performance concerns, and strategic guidance.
- Ensure quick response times, effective issue resolution, and exceptional customer satisfaction throughout each interaction.
Customer Support Specialist
Epik Contact
02.2021 - 02.2023
- Accurately and efficiently address all the concerns including disputes of e-commerce sellers related to their business loans and coordinate with their account manager if necessary.
- Provides assistance via phone, chat and email through Zendesk CRM.
- Exceeded the KPI’s and QA targets.
- Account: SellersFunding
Chat and Email Specialist
Directly
10.2020 - 01.2021
- Managed and responded to team-leading volume of support tickets and chats through support portal.
- Identified and implemented correct solutions to client issues first-time around within SLA.
- Researched customer inquiries using modern technology and proactively improved processes.
- Deployed problem solving, analytics, and intuitive skills and offered productive solutions that meet customer needs.
- Account: Samsung
Team Leader
Concentrix
02.2018 - 09.2020
- Administering monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow up procedures.
- Monitoring the productivity of 20 agents and providing constructive feedback and weekly coaching.
- Attends weekly QA calibration to discuss process checklists and standards, methodology and procedures for the project and agent’s development.
- Provides weekly development coaching to team’s SME.
- Takes escalated chats and calls when SME is not available.
- Account: AT&T ISM Hybrid
Subject Matter Expert
CONCENTRIX
08.2016 - 01.2017
- Provided real time assistance to agents reaching the 10 minute mark to resolve issues in a timely manner.
- Analyzed business processes and procedures in order to help the agents and team leaders and ensures compliance with company policies and procedures.
- Provided constructive peer feedback and role play scenarios as needed.
- Account: AT&T
Customer Service Representative
CONVERGYS
09.2014 - 07.2016
- Maintained a high level of customer satisfaction through effective verbal and written communication skills by explaining the charges on their cable bills.
- Assisted new customers by finding the right products they were looking for and answered any questions they had.
- Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume.
- Promptly handled an average of 50 calls and 70 chats when converted to DIRECTV non-voice.
- Account: DIRECTV VOICE AND CHAT
Education
Bachelor of Arts - Political Science
University of Nueva Caceres (UNC)
Naga City, Camarines Sur 04.2001 -
Skills
Salesforce CRM
Oracle CRM
Hubspot
Zendesk
Windows OS, MS Office
Report analysis
Strategic planning
Timeline
Premier Support Advocate
Thumbtack
03.2023 - 03.2026
Customer Support Specialist
Epik Contact
02.2021 - 02.2023
Chat and Email Specialist
Directly
10.2020 - 01.2021
Team Leader
Concentrix
02.2018 - 09.2020
Subject Matter Expert
CONCENTRIX
08.2016 - 01.2017
Customer Service Representative
CONVERGYS
09.2014 - 07.2016
Bachelor of Arts - Political Science
University of Nueva Caceres (UNC)
04.2001 -