Overview
Work History
Education
Skills
Interests
Timeline
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John Lawrence Hinayas

John Lawrence Hinayas

Versatile Customer Support Specialist With Strong Experience In Both Web Hosting And Telecommunications. Skilled In Resolving Technical Issues, Managing Billing Inquiries, And Providing Seamless Support Across Platforms Such As WHM, CPanel, And CRM Tools. Proven Success Supporting Clients For Brands Like T-Mobile And Newfold Digital, Consistently Meeting KPIs Such As CSAT, FCR, And AHT. Adept At Simplifying Complex Issues, Delivering Personalized Solutions, And Ensuring Customer Satisfaction In Fast-paced Environments
Cebu City,Cebu City

Overview

5
5
years of professional experience
10
10
years of post-secondary education

Work History

Product Specialist, Domain Administrator, Customer Service and Technical Support Representative

Newfold Digital
06.2021 - 01.2025
  • I have experience with both web hosting and email hosting, managing websites on shared hosting, VPS, and cloud platforms like AWS, SiteGround, and Bluehost.
  • I’ve worked with cPanel, Plesk, and direct server management to configure domains, SSL, databases, and performance optimization.
  • For email hosting, I’ve set up and managed business emails using services like Google Workspace, Microsoft 365, and custom email servers.
  • I’m familiar with DNS configurations (MX, SPF, DKIM, DMARC) to ensure email deliverability and security.
  • Additionally, I’ve handled migrations, troubleshooting, and spam filtering to maintain reliable email communication.

Customer Service Representative

EPerformax Contact Centers & BPO
03.2020 - 04.2021
  • Company Overview: Philippines
  • Handled daily client interactions focused on QuickBooks Online and Desktop, assisting with invoicing, payment tracking, account reconciliation, and overall financial record-keeping.
  • Supported small business owners and accountants in managing their Accounts Receivable, including setting up recurring invoices, tracking overdue payments, and customizing payment terms.
  • Guided users through generating and interpreting AR aging reports, helping them improve cash flow and reduce outstanding balances.
  • Resolved payment discrepancies, misapplied credits, and customer billing issues in coordination with the internal Accounts Receivable team.
  • Educated clients on best practices for managing receivables in QuickBooks, leading to improved user satisfaction and a reduction in recurring support cases.
  • Utilized CRM systems and internal tools to document support cases, follow-ups, and resolution outcomes accurately and efficiently.
  • Philippines

Education

BSIT - Bachelor of Information Technology -Entry level in programming C++ language.

Golden Success College
01.2018 - 01.2020

High School - undefined

Abellana National High School
01.2012 - 01.2016

Elementary School - undefined

Guadalupe Elementary School
01.2006 - 01.2010

Skills

Adept in both verbal and written communication

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Interests

Reading – I enjoy diving into books that expand my knowledge and perspective Whether it’s fiction, self-improvement, or insightful non-fiction, reading helps me relax and continuously learn
Connecting with Nature – I find peace and inspiration in the outdoors Whether it's taking a walk, hiking, or simply observing nature, it helps me recharge and stay mindful
Playing Online PC Games – Gaming is a fun way for me to unwind and challenge myself I enjoy the immersive experiences, strategic gameplay, and the chance to connect with others in the gaming community

Timeline

Product Specialist, Domain Administrator, Customer Service and Technical Support Representative

Newfold Digital
06.2021 - 01.2025

Customer Service Representative

EPerformax Contact Centers & BPO
03.2020 - 04.2021

BSIT - Bachelor of Information Technology -Entry level in programming C++ language.

Golden Success College
01.2018 - 01.2020

High School - undefined

Abellana National High School
01.2012 - 01.2016

Elementary School - undefined

Guadalupe Elementary School
01.2006 - 01.2010

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John Lawrence HinayasVersatile Customer Support Specialist With Strong Experience In Both Web Hosting And Telecommunications. Skilled In Resolving Technical Issues, Managing Billing Inquiries, And Providing Seamless Support Across Platforms Such As WHM, CPanel, And CRM Tools. Proven Success Supporting Clients For Brands Like T-Mobile And Newfold Digital, Consistently Meeting KPIs Such As CSAT, FCR, And AHT. Adept At Simplifying Complex Issues, Delivering Personalized Solutions, And Ensuring Customer Satisfaction In Fast-paced Environments