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Arnel John Ian Pagcu
Bacolor
Work Preference
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
5
5
years of professional experience
Work History
Customer Service Representative (Level 2)
Cloudstaff Modern Workforce - FLIP TV Pty Ltd
Pampanga
07.2024 - 03.2026
- Resolved complex billing inquiries by handling 40+ daily inbound calls via Amazon Connect, maintaining top-tier customer satisfaction.
- Consistently ranked as the #1 agent among a team of 8 for CSAT and Quality Assurance (QA) by building genuine rapport and delivering highly personalized resolutions.
- Acted as the primary liaison between customers and internal departments, utilizing Splashtop to track data, expedite manager approvals, and resolve complex escalations efficiently.
- Orchestrated end-to-end case management, taking personal ownership of complex and difficult billing accounts, designing personalized resolution plans and ensuring a seamless customer journey from initial escalation to final resolution.
- Resolved customer inquiries efficiently through multiple communication channels, ensuring high satisfaction rates.
- Assisted in processing orders and managing customer accounts using CRM software, enhancing operational efficiency.
Appointment Setter
Fitscale.io
Remote
01.2025 - 04.2025
- Booked an average of 20-25 qualified appointments weekly for fitness coaches and gym owners through social media outreach and CRM follow-ups.
- Improved show rate by 35-50% into confirmed calls by implementing targeted messaging and rapport-building techniques.
- Managed 5-8 simultaneous client campaigns daily utilizing GoHighLevel, ensuring consistent communication and timely updates across all accounts.
- Contributed to the development of lead generation scripts and optimized outreach strategies to increase conversion rates.
- Scheduled and coordinated appointments, optimizing calendar efficiency for team members.
Technical Support Representative (Mobility)
AT&T (MTS), Concentrix
Pampanga
07.2021 - 06.2023
- Streamlined Tier 1 and Tier 2 technical support by mastering a complex ecosystem of 20+ proprietary databases (Telegence, OPUS, TORCH, CCKM) and communication platforms (MS Teams, Zoom) to expedite troubleshooting and resolve customer inquiries efficiently.
- Managed client communications, provided timely updates, and maintained accurate records in CRM systems.
- Delivered Tier 1 and Tier 2 support, resolving technical issues and ensuring customer satisfaction.
- Contributed to process improvements that enhanced response times and service quality.
- Resolved customer inquiries using troubleshooting software and knowledge base resources.
- Provided technical support for devices, ensuring optimal functionality and user satisfaction.
Education
Bachelor of Science - Accountancy
Far Eastern University - Pampanga
Pampanga01-2023
Skills
- Advanced Escalation Handling & Resolution
- Level 2 Technical Troubleshooting
- Critical thinking
- Active listening
- Customer service
- Client Relationship Management (B2B & B2C)
- End-to-End Case Management
- Lead Generation & Appointment Setting
- Technical Toolkit
- CRMs, Ticketing & Databases: Zendesk, GoHighLevel, Amazon Connect, Splashtop, Telegence, OPUS, TORCH, CCKM, Core, and 360
- Communication & Collaboration: Slack, Zoom, MS Teams, Google Suite, Microsoft Outlook, and Gmail
- Sales/Outreach: B2B Lead Generation, LinkedIn Prospecting, SMMA Outreach, Lead Generation Scripts
Timeline
Appointment Setter
Fitscale.io
01.2025 - 04.2025
Customer Service Representative (Level 2)
Cloudstaff Modern Workforce - FLIP TV Pty Ltd
07.2024 - 03.2026
Technical Support Representative (Mobility)
AT&T (MTS), Concentrix
07.2021 - 06.2023
Bachelor of Science - Accountancy
Far Eastern University - Pampanga