GLAIZA NAGAYO
Technical And Sales Support Expert
Davao City, Province of Davao del Sur,DAS
Summary
- Driven professional focused on advancing organizational goals through proactive productivity and continuous improvement. Committed to leveraging skills in a collaborative environment that fosters growth and innovation.
- Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
2
2
Certificates
12
12
years of professional experience
Work History
Technical Support Supervisor
FULL POTENTIAL SOLUTIONS
07.2022 - 08.2026
- Directed chat support team performance, escalations, and technical support delivery, aligning coaching and daily priorities with operational excellence, customer satisfaction, performance metrics, and sales objectives.
- Supervised technical support team, prioritized escalations, and ensured timely resolution of complex customer issues.
- Coordinated daily ticket workflows in service desk systems to maintain response standards and case accuracy.
- Coached support staff on troubleshooting procedures, customer communication, and escalation protocols.
Technical Support/Sales Support
VXI GLOBAL HOLDINGS
05.2019 - 03.2022
- Technical problems were resolved through effective troubleshooting support. Sales appointments resulted from timely follow-up with web leads and pre-qualified contacts.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Financial Consultant
SUTHERLAND GLOBAL SERVICES
01.2015 - 03.2019
- Reviewed correspondence and addressed inquiries from customers and vendors.
- Advised clients on financial products, account options, and service solutions aligned with needs.
- Reviewed account activity to identify discrepancies, billing concerns, and resolution paths.
- Interpreted policy guidelines to support compliant client recommendations and disclosures.
Education
Bachelor of Arts - Theology
Jose Maria College
Phil-Japan Friendship Highway01-2009
Skills
Technical troubleshooting
Network diagnostics
Ticket management
Service support
Client service
Sales skills
Sales strategies
Upselling
Problem-solving skills
Decision-making
Multi-tasking strength
Goal oriented
Client relations expert
Active listening
Strategic risk assessment
Accomplishments
- Ranked #1 Top Agent across the entire LOB in December 2022.
- Ranked #2 Sales Agent across the entire LOB in April 2024.
- Ranked #1 Pro Support Expert across the entire LOB in February 2025.
- Ranked #1 Commercial Support Supervisor in Q3 2026.
- Supervised a sales-focused team across the entire category/LOB.
- Participated in various incentive programs and contests designed to support and achieve production goals.
- Collaborated with the Chat Team in developing transition starters to support agents transitioning from resolution-focused interactions to pitching and sales conversations.
- Utilized Google Sheets to develop and maintain weekly and monthly sales-tracking and improvement spreadsheets.
Certification
Rookie Leadersip Training - 2026
Timeline
Rookie Leadersip Training - 2026
08-2026
Radical Candor Training - 2026
08-2026
Technical Support Supervisor
FULL POTENTIAL SOLUTIONS
07.2022 - 08.2026
Technical Support/Sales Support
VXI GLOBAL HOLDINGS
05.2019 - 03.2022
Financial Consultant
SUTHERLAND GLOBAL SERVICES
01.2015 - 03.2019
Bachelor of Arts - Theology
Jose Maria College