Benjamin Pelonia
Support Specialist I
Block 9 Lot 5 Cabalata St, Tatalon, Quezon City, Metro Manila,RIZ
Summary
Dedicated professional with extensive experience in customer support and technical assistance. Known for strong problem-solving abilities and effective communication skills, consistently achieving high customer satisfaction rates while resolving complex inquiries.
Overview
24
24
years of professional experience
Work History
Support Specialist I
Lightspeed
Montreal, Canada
05.2026 - Current
- Provides technical support for software applications, ensuring user satisfaction and efficient resolution of issues.
- Frontline support for restaurant merchants through phone and chat, addressing and fixing problems regarding their POS application on multiple devices, troubleshoot printer and KDS issues that might arise.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Support Specialist
Global Payments
01.2020 - 03.2022
- Resolved customer inquiries via phone, email, and chat to enhance satisfaction.
- Collaborated with cross-functional teams to address complex payment issues efficiently.
- Utilized CRM software to track customer interactions and improve service response times.
- Provided technical support for payment processing systems, ensuring operational continuity.
- Proactively reached out to customers with troubleshooting their Digital menu boards and POS terminals
Technical Support Representative
TELUS International Philippines
12.2015 - 09.2019
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Solved complex technical issues for clients, leading to a significant decrease in repeat support calls.
Technical Support Specialist
Concentrix
10.2013 - 11.2015
- Responded to customer inquiries and provided billing and technical assistance over the phone.
- Assigned to Bell Canada Mobile and Internet department
- Organized documentation of client interactions for easy reference by colleagues or supervisors as needed.
- Trained and mentored new team members on customer service best practices.
- Improved first-call resolution rates by actively listening to customer concerns and offering appropriate solutions.
Hardware Store Supervisor
Family Run Business
01.2010 - 07.2013
- Supervised daily store operations, ensuring compliance with standard policies
- Trained and mentored staff on customer service best practices and product knowledge.
- Streamlined inventory management processes, enhancing stock accuracy and availability.
- Implemented promotional strategies to boost sales and improve customer engagement.
Technical Support Assistant
IBM Daksh Business Process Services Philippines
09.2007 - 12.2009
- Resolved technical issues for end-users, enhancing overall customer satisfaction and support experience.
- TSR for Quickbooks which is an accounting software.
- Supported software installations and updates, ensuring optimal performance for end-users.
- Managed high levels of call flow and responded to technical support needs.
- Utilized strong problem-solving skills to troubleshoot hardware, software, and network connectivity issues effectively.
Junior Physical Therapist Staff
Oreta Orthopedic and Physical Therapy Clinic
09.2002 - 01.2007
- Implemented evidence-based therapeutic techniques to improve patient outcomes effectively.
- Developed individualized treatment plans to enhance patient recovery and mobility.
- Collaborated with Senior Physical Therapist to ensure comprehensive patient care.
- Enhanced patient satisfaction by providing one-on-one attention and addressing individual concerns.
- Developed strong relationships with patients, establishing trust and rapport to facilitate successful therapy outcomes.
- Designed customized home exercise programs tailored to individual patient needs for continued progress outside of clinic visits.
- Conducted detailed assessments to identify functional limitations and establish goals.
Education
Bachelor of Science - Physical Therapy
Far Eastern University
Manila, Metro Manila, Philippines 04.2001 -
Skills
Customer relationship management (CRM)
CRM tools
Call center experience
Data entry
Technical support
Complaint handling
Problem-solving
Timeline
Support Specialist I
Lightspeed
05.2026 - Current
Customer Support Specialist
Global Payments
01.2020 - 03.2022
Technical Support Representative
TELUS International Philippines
12.2015 - 09.2019
Technical Support Specialist
Concentrix
10.2013 - 11.2015
Hardware Store Supervisor
Family Run Business
01.2010 - 07.2013
Technical Support Assistant
IBM Daksh Business Process Services Philippines
09.2007 - 12.2009
Junior Physical Therapist Staff
Oreta Orthopedic and Physical Therapy Clinic
09.2002 - 01.2007
Bachelor of Science - Physical Therapy
Far Eastern University
04.2001 -