Glen Pore
Bacoor City
Summary
Sixteen years of experience in technical support and customer service, consistently recognized for excellence in performance. Demonstrated ability to effectively troubleshoot issues and utilize tools to enhance customer satisfaction through swift resolutions and clear communication.
Overview
19
19
years of professional experience
Work History
Senior Technical Support Advocate
Boldr
04.2025 - Current
- Provided customer support via email and chat, addressed product and service inquiries, resolved customer concerns and complaints, and delivered accurate information to enhance customer experience.
- Supported frontline advocates and associates with account-related questions, escalations, and operational needs, ensuring adherence to high service standards.
- Provided technical assistance to customers via phone and email.
- Resolved product issues by diagnosing technical problems efficiently.
- Documented customer interactions in the support ticketing system accurately.
Lazada Affiliate
Lazada Philippines
10.2020 - Current
- Drove traffic and conversions, leading to increased sales performance.
- Analyzed reports to optimize campaigns, improving overall marketing outcomes.
- Promoted Lazada products through Meta Ads, enhancing brand visibility.
- Track orders and monitor sales performance to identify trends.
Technical Support Representative
Five9 Philippines Inc.
10.2022 - 04.2025
- Provided technical assistance to customers regarding the Five9 call center software, troubleshooting issues, answering inquiries, and guiding users through problem-solving steps.
- Provided technical support to customers via phone and chat.
- Diagnosed software issues and guided users through solutions.
- Documented customer interactions in the support ticketing system.
Technical Support Representative
Unity Communications
06.2021 - 09.2022
- Provided technical support for customers experiencing issues with Android radio units, assisting them with order status and online order placement.
- Managed the revision and cancellation of customer orders, processing refunds and credits directly to customer credit cards in a timely manner.
- Provided technical support for cloud communication software to enhance user experience.
- Assisted customers with troubleshooting issues via phone and chat interactions.
- Documented customer inquiries and solutions in the ticketing system for future reference.
Technical Support Representative
Sykes Philippines
04.2019 - 04.2021
- Assisted customers with technical issues, focusing on phone, cable, and internet connections to ensure reliable service.
- Resolved customer technical issues, specifically with phone, cable, and internet connections, including handling complex problems to enhance customer satisfaction.
- Provided technical support for software and hardware issues in a fast-paced environment.
- Assisted customers with troubleshooting and resolving product-related inquiries effectively.
- Documented customer interactions and solutions in the ticketing system for future reference.
Tier II Technical Support
Teletech Telstra
08.2016 - 04.2019
- Provide support to customers with technical issues, particularly
related to phone, cable, and internet connections, while also handling
more complex problems. - Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Technical Support Representative
West Corporation
04.2010 - 01.2015
- Updated customers on troubleshooting steps to ensure understanding and satisfaction.
- Resolved customer issues by applying creative solutions and utilizing available resources.
- Provided technical support for cloud contact center software and applications.
- Assisted customers with troubleshooting hardware and software issues effectively.
- Documented technical procedures and user guides for future reference.
Subject Matter Expert
West Corporation
06.2009 - 04.2010
- Designed and implemented operational processes to improve team efficiency.
- Resolved customer complaints and escalated issues for timely resolution.
- Aligned team on current processes to ensure consistency.
Customer Service Representative
West Corporation
03.2007 - 02.2009
- Resolved technical issues for customers related to mobile phones, enhancing user experience.
- Developed FAQs and troubleshooting guides for online self-service, improving customer self-sufficiency.
- Assisted in maintenance and upkeep of mobile devices to ensure optimal performance.
Education
Bachelor of Science - Computer Science
Philippine Christian University
ManilaBachelor of Science - Computer Science
Asian Development Foundation Collage
Tacloban CitySkills
- Hard working
- Technical troubleshooting
- Problem-solving
- Customer focus
- Effective communication
- Works well under pressure
- Multitasking ability
- Fast Learner
- Adaptability
- Responsibility
- Hard working
- Technical troubleshooting
Timeline
Senior Technical Support Advocate
Boldr
04.2025 - Current
Technical Support Representative
Five9 Philippines Inc.
10.2022 - 04.2025
Technical Support Representative
Unity Communications
06.2021 - 09.2022
Lazada Affiliate
Lazada Philippines
10.2020 - Current
Technical Support Representative
Sykes Philippines
04.2019 - 04.2021
Tier II Technical Support
Teletech Telstra
08.2016 - 04.2019
Technical Support Representative
West Corporation
04.2010 - 01.2015
Subject Matter Expert
West Corporation
06.2009 - 04.2010
Customer Service Representative
West Corporation
03.2007 - 02.2009
Bachelor of Science - Computer Science
Philippine Christian University
Bachelor of Science - Computer Science
Asian Development Foundation Collage