Jose Angelo D. Aquino
Mati,Davao Oriental
Summary
To become part of the solutions in achieving set goals. For me to attain a stable career and offer substantial growth to my employer as well as to be part of their growing asset. Supports customers and teams by resolving queries, troubleshooting issues and guiding users through clear step-by-step solutions. Delivers calm, accurate communication that reduces complaint impact and improves customer satisfaction.
Overview
1
1
Language
11
11
years of professional experience
Work History
SaaS Customer and Tech Support
ReadyOn.ai
11.2023 - Current
- Increased customer engagement and satisfaction by delivering consistently excellent service.
- Enhanced customer outcomes by resolving queries and problems with tailored, step-by-step support.
- Identified issues, analysed information, and delivered targeted solutions to enhance customer satisfaction.
- Minimised complaint impact through calm responses and clear communication of effective solutions.
Customer Support / Technical Support Specialist
Alorica
Davao City
05.2021 - 09.2023
- Gathered customer issue details through focused listening, enabling accurate diagnosis and effective solutions.
- Led questioning and follow-up to uncover root causes, facilitating targeted solutions and enhanced customer satisfaction.
- Provided detailed explanations of complex technical problems in easy-to-understand language, improving client comprehension and issue resolution.
- Troubleshot technical problems, ensuring timely identification and resolution of issues.
Customer Service Specialist
Conectys Philippines
Davao City, Davao del Sur
03.2019 - 08.2020
- Supported members with product and promotional concerns, managing orders and tracking effectively.
- Assisted members with account inquiries to ensure satisfaction and resolution.
- Educated new members on product features and benefits, enhancing their onboarding experience.
Telemarketing Associate
Demand Science Team Philippines – Pure Incubation Companies
Davao City, Davao del Sur
06.2018 - 02.2019
- Prospected, pre-qualified, and generated new leads to meet the campaign requirements of our clients.
- Engaged decision makers to gather and verify essential information, demonstrating a dynamic personality and effective communication skills.
- Promoted client content and services to generate interest and drive engagement.
- Organised and multitasked effectively while maintaining a positive attitude and proactive approach in this role.
Customer Service / Technical Support Specialist
VXI Global Holdings B.V. Philippines
Davao City
09.2015 - 05.2016
- Provided technical support to customers
- Handle customer basic troubleshooting on hardware or software related problems
- Technical representative that caters troubleshooting of the following: satellite dish and cable system
- Corrected software and hardware programs to resolve service-related issues.
- Executed customer service representative responsibilities to address customer needs
- Handles customer in the US with billing disputes
- Assists customers in transferring their account to new locations prior to transfer
- Create new accounts for new customers
- Provide packages to customers that would meet their needs
- Assisted customers with inquiries regarding upgrades to enhance their existing accounts
Skills
- SaaS support
- Technical support
- Problem-solving techniques
- Customer onboarding
- Billing resolution
- Customer relationship management
- Account management
- Product support
- Team collaboration
Languages
English
Upper Intermediate
B2
Timeline
SaaS Customer and Tech Support
ReadyOn.ai
11.2023 - Current
Customer Support / Technical Support Specialist
Alorica
05.2021 - 09.2023
Customer Service Specialist
Conectys Philippines
03.2019 - 08.2020
Telemarketing Associate
Demand Science Team Philippines – Pure Incubation Companies
06.2018 - 02.2019
Customer Service / Technical Support Specialist
VXI Global Holdings B.V. Philippines
09.2015 - 05.2016