CHERRY BATISLAO
Senior Analyst / Team Lead
Imus
Summary
Seasoned Customer Experience and Operations professional with 12 years of experience in technical support, telecommunications, utilities, and global tech accounts. Skilled in handling complex customer interactions, escalations, and end-to-end service delivery across voice, chat, and email channels. Proficient in CRM systems, issue resolution, and cross-functional coordination in fast-paced BPO environments. Known for delivering consistent service quality, strong customer satisfaction, and adaptability to changing processes and tools. Reliable, detail-oriented, and performance-driven with a focus on operational efficiency and customer success.
Overview
12
12
years of professional experience
Work History
Google Fi Wireless (Telecommunications Support)
- Handled escalated and complex cases across multiple Google services and accounts
- Performed root cause analysis and collaborated with internal teams for resolution
- Supported frontline agents by providing guidance and knowledge sharing
- Contributed to continuous improvement of processes and customer experience
Google Play and Hardware
- Managed customer concerns related to digital purchases, refunds, subscriptions, and payment disputes
- Investigated transaction issues and ensured accurate resolution aligned with policy guidelines
- Handled escalations involving billing discrepancies and account access issues
- Maintained detailed documentation for case tracking and audit purposes
- Delivered technical support for Google hardware products including setup, troubleshooting, warranty processing, and replacements
- Diagnosed device issues and guided customers through step-by-step solutions
- Ensured timely resolution of hardware-related concerns through proper escalation handling
- Maintained service quality metrics and compliance standards
Universal Tier 2 Support
- Handled escalated and complex cases across multiple Google services and accounts
- Performed root cause analysis and collaborated with internal teams for resolution
- Supported frontline agents by providing guidance and knowledge sharing
- Contributed to continuous improvement of processes and customer experience
Delta Natural Gas Utilities (Energy / Utilities Support)
- Provided customer support for natural gas utility accounts including billing inquiries, service setup, transfer requests, and account maintenance
- Assisted customers with understanding usage charges, payment options, and account discrepancies
- Coordinated service requests such as start/stop/move-in/move-out and outage-related concerns
- Ensured accurate processing of customer requests while following utility regulations and compliance standards
- Delivered empathetic support for urgent service and billing issues affecting household utility access
Senior Support Analyst, Team Lead
Cybergate: Robinsons Cybergate Towers 2, Edsa Corner Pioneer Street, Mandaluyong City
10.2020 - 02.2026
- Provided end-to-end customer support for wireless services including billing, account management, device activation, and troubleshooting
- Managed customer inquiries via phone, chat, and email while ensuring high customer satisfaction and quality standards
- Collaborated with technical and backend teams for complex case resolutions
Customer Service Associates – Telco Metro By T-Mobile
RMS Collect 1900, 3rd Floor, SM City Dasmariñas, Cavite
10.2019 - 09.2020
- Assisted customers with account management, billing inquiries, and service-related concerns
- Provided support for plan changes, activations, upgrades, and device troubleshooting
- Diagnosed and resolved technical issues through effective troubleshooting
- Processed payments, refunds, and adjustments following company policies
- Maintained accurate records of customer interactions using CRM tools
- Met performance targets including quality, productivity, and customer satisfaction metrics
- Handled escalated complex issues to appropriate technical or billing support teams when needed
Technical Support Advisor – Universal Agents (Google Account)
Concentrix, Eastwood Bldg., Quezon City, Philippines
10.2016 - 03.2019
- Provided technical support for Google account-related issues including login, recovery, and security concerns
- Assisted customers with troubleshooting account access, synchronization, and service errors
- Handled escalated cases requiring advanced diagnosis and resolution
- Guided users through step-by-step solutions to restore account functionality
- Ensured account security by verifying identity and applying security protocols
- Documented all interactions accurately in CRM systems for tracking and resolution
- Coordinated with internal teams for complex or system-related issues
- Maintained service quality, accuracy, and customer satisfaction standards
Technical Support – LG Home and Mobile Electronics
Sitel Philippines, Baguio, Baguio City, Philippines
05.2014 - 10.2016
- Provided technical assistance for LG home appliances and mobile devices
- Diagnosed hardware and software issues and guided customers through troubleshooting steps
- Supported product setup, configuration, and usage inquiries
- Handled warranty claims, repair requests, and service scheduling coordination
- Resolved customer concerns related to device performance and functionality
Education
Bachelor's - Computer Science
University of the East
Skills
Expertise in resolving complex technical issues, particularly in hardware and software support
Proven ability to deliver exceptional customer service in fast-paced environments
Strong experience in leading and mentoring support teams while driving process improvements
Skilled in meeting and exceeding performance targets in the areas of productivity and quality
Accomplishments
- Top Performer on Quality of Service (August 3, 2014; August 21, 2014; October 5, 2015)
- Achieved a Quality Audit score of 90.71% (October 2015)
- Recognized for consistently meeting/exceeding targets in LG service processes (January 2016)
- Awarded Top Home Entertainment Agent with a customer satisfaction score of 97% for March 2016 (awarded July 13, 2016)
- Top Agent for LG Home Entertainment
- Top Pixel Agent for Google Hardware
- Top Agent for Metro By T-Mobile
ADDITIONAL INFORMATION
- Age: 42
- Date of Birth: August 5, 1983
- Gender: Female
- Nationality: Filipino
EDUCATION & TRAININGS
- Vocational
- Primer with Extensive and Intensive Basic & Core Skill Training
- Convergys Academy (Baguio City 2014)
- Commercial Cooking NCII -
- Baguio City Food Trade and Arts (BCTSA) (Baguio City 2013)
- Virtual Assistance Training
- Social Media Manager
- Administrative Assistant
- Appointment Setter
ACHIEVEMENTS & RECOGNITIONS
Google Play RTT Best Team Award (2023), Google Fi Top Agent Award (2023), Accenture A List Award (2023)
Disclaimer
I certify that all the above information is true and correct to the best of my knowledge.
Timeline
Senior Support Analyst, Team Lead
Cybergate: Robinsons Cybergate Towers 2, Edsa Corner Pioneer Street, Mandaluyong City
10.2020 - 02.2026
Customer Service Associates – Telco Metro By T-Mobile
RMS Collect 1900, 3rd Floor, SM City Dasmariñas, Cavite
10.2019 - 09.2020
Technical Support Advisor – Universal Agents (Google Account)
Concentrix, Eastwood Bldg., Quezon City, Philippines
10.2016 - 03.2019
Technical Support – LG Home and Mobile Electronics
Sitel Philippines, Baguio, Baguio City, Philippines
05.2014 - 10.2016
Delta Natural Gas Utilities (Energy / Utilities Support)
Universal Tier 2 Support
Google Play and Hardware
Google Fi Wireless (Telecommunications Support)
Bachelor's - Computer Science
University of the East
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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