JAIME LUIS BAVIERA
Cainta
Summary
Technology-inclined professional with strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing software support and developing/implementing technical solutions. Dedicated to team collaboration and innovative problem-solving to achieve company goals.
Overview
8
8
years of professional experience
Work History
Senior Customer Advocate
Boldr Inc.
Pasig, Metro Manila, Philippines (Remote)
09.2021 - 11.2024
- Resolved technical issues for clients through effective troubleshooting and problem-solving techniques.
- Able to help identify over 200 bugs in client's platform.
- Maintained tracking of active and fixed problems in client's platform.
- Supported clients during critical incidents (like site-wide outages), demonstrating calm and reassuring demeanor under pressure while working towards a swift resolution.
- Performed troubleshooting and tested customer issues via mobile apps, and desktop site.
- Maintained transparency with Boldr team and client about trending bugs, and fixed bugs in client's platform.
- Generated bug reports in Trello, Shortcut and Notion to track potential new bugs and analyze trending bugs.
- Continued in assisting customers in creating and downgrading their subscriptions via Stripe and Salesforce.
- Conducted comprehensive training sessions for new internal staff in regards to handling customers and how to identify problems within client's platform.
- Peer Recognition Award for Q4 2021 and Q1 2022
- Collaborated with cross-functional teams (e.g. engineering team) to resolve high-priority customer concerns, ensuring positive outcomes.
Customer Support Specialist
Boldr Inc.
Pasig, Metro Manila, Philippines (Remote)
02.2020 - 08.2021
- Maintained thorough knowledge on product/platform to provide accurate information and expert advice to clients.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Participated in meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Assisted customers in creating and downgrading their subscriptions via Stripe and Salesforce. Also helped them in providing billing statements via Stripe.
- Able to attain ticket quota for clients.
Intern
PLDT
05.2017 - 07.2017
- Conducted competitive analysis on the vendors in the UC&C, & UCaaS at PLDT Enterprise in Makati City.
- Assisted in organizing classes and exams at PLDT Tech Train division in Mandaluyong City, Metro Manila.
- Prepared project presentations and reports to assist senior staff.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
Education
Bachelor of Science - Business Administration Major in Management
University of Asia & The Pacific
Pasig, Metro Manila, Philippines08-2018
Skills
- Proficient in using Microsoft Word, PowerPoint and Excel
- Experienced in organizing events
- Can adapt in different situations
- Attention to detail
- Good Attention to Detail
- Email Support
- Good at Network Troubleshooting
- Efficient in Zendesk
- Efficient in Shortcut and Notion Bug trackers
- Teamwork and collaboration
- Task prioritization
Timeline
Senior Customer Advocate
Boldr Inc.
09.2021 - 11.2024
Customer Support Specialist
Boldr Inc.
02.2020 - 08.2021
Intern
PLDT
05.2017 - 07.2017
Bachelor of Science - Business Administration Major in Management
University of Asia & The Pacific