JULIUS DE SILVA
Norzagaray,Philippines/Region 3
Summary
Customer Service Representative with over 6 years of experience in technical support and administrative operations. Expertise in CRM systems, data entry, and remote task coordination. Proven track record in training team members and managing multi-client setups across diverse platforms.
Overview
7
7
years of professional experience
Work History
Full-Time Customer Service: Admin & Operations
Resicom / Thoreau
08.2024 - Current
- Managed Service Channel invoicing and prepared support documentation; coordinated directly with clients, technicians, and managers on invoice and paperwork status, store appointments, and credit report management to ensure accurate, timely billing and service delivery.
- Ordered materials for BestBuy stores and created DPRs for monthly reporting; trained new team members on invoice creation and platform navigation, improving process consistency and team efficiency.
Technical Support Representative
Outsourced (Market Traders Institute)
01.2023 - 07.2024
- I delivered Tier 1–2 technical support for trading platforms via phone, email, and chat, diagnosing software, connectivity, and account issues in real time and documenting all cases and resolutions in Salesforce to ensure accurate tracking and follow-up.
- I guided clients through course access, Auto Systems setup, and webinar navigation, using remote desktop tools to provide live, hands-on assistance and improve user experience and platform adoption.
Technical Support Junior Associate
Outsourced (La Casa Ventures, Inc.)
03.2022 - 12.2022
- I responded to customer inquiries across multiple brands via email, chat, and phone, troubleshooting technical issues, answering product questions, and ensuring timely, accurate resolutions to maintain a high level of customer satisfaction.
- I maintained up-to-date and accurate CRM records while supporting backend administrative operations, including logging cases, documenting issue resolutions, and coordinating with internal teams to streamline support workflows.
Customer Service Representative
Accenture Philippines
Manila
05.2021 - 02.2022
- ● Scheduled field visits for GPS and dashcam installations.
● Utilised Verizon Connect for system data and compliance tracking.
Escalation Specialist
Concentrix Philippines
08.2020 - 04.2021
- I handled complex customer issues by resolving escalated cases, processing manual orders, and providing backend support, ensuring accurate transactions and timely case resolution for Concentrix Philippines clients.
Retention Specialist
Concentrix Philippines
03.2020 - 07.2020
- I managed membership retention calls and billing inquiries as a Retention Specialist (Mar 2020–Jul 2020), maintained high customer satisfaction, and generated daily reports to track performance and customer feedback.
Frontline Representative (Entry Level)
Concentrix Philippines
10.2019 - 03.2020
- Registered new members and resolved product inquiries.
- Prepared daily customer service reports.
Technical Support Representative
Teleperformance
08.2019 - 10.2019
- I provided front-line GCash customer support via chat, assisting users with fund transfers, account access, and general inquiries while maintaining high accuracy and response time in a fast-paced environment.
- I investigated and documented suspected account fraud cases, resolved technical issues by troubleshooting system and user-side problems, and escalated complex incidents to higher-level teams to ensure timely resolution and account security.
Customer Service Representative
Teleperformance
02.2019 - 08.2019
- I processed high volumes of Barclays bank account applications with strict attention to accuracy, documentation completeness, and regulatory compliance, consistently meeting service-level timelines and reducing processing errors.
- I assisted customers in resolving a wide range of account-related issues and proactively updated customer records, improving data quality and contributing to a smoother, more efficient customer experience.
Education
Bachelor's - Theology
FarCorners International Theological Seminary
01.2024
Associate Degree - Computer Technology
STI College
Caloocan01.2018
Skills
- Data Entry
- Invoice Processing
- Appointment Setting
- Cold Calling
- Remote Desktop Tools
- Email Support
- Administrative Tasks
- Documentation
- Customer Communication
- Escalation Handling
- Salesforce
- FEXA
- FacilIT
- Zendesk
- Service Channel
- Shopify
- Microsoft Office
- Google Workspace
- Process documentation
- Data accuracy
- Service coordination
- Invoicing management
- Remote support
Websites, Portfolios and Profiles
- linkedin.com/in/juliusdesilva
- juliusdesilva.jobs180.com
References
Michaela Bondad, Packaged App Development Analyst, Accenture Inc., michaelamaybondad@gmail.com, 09682563504
Timeline
Full-Time Customer Service: Admin & Operations
Resicom / Thoreau
08.2024 - Current
Technical Support Representative
Outsourced (Market Traders Institute)
01.2023 - 07.2024
Technical Support Junior Associate
Outsourced (La Casa Ventures, Inc.)
03.2022 - 12.2022
Customer Service Representative
Accenture Philippines
05.2021 - 02.2022
Escalation Specialist
Concentrix Philippines
08.2020 - 04.2021
Retention Specialist
Concentrix Philippines
03.2020 - 07.2020
Frontline Representative (Entry Level)
Concentrix Philippines
10.2019 - 03.2020
Technical Support Representative
Teleperformance
08.2019 - 10.2019
Customer Service Representative
Teleperformance
02.2019 - 08.2019
Bachelor's - Theology
FarCorners International Theological Seminary
Associate Degree - Computer Technology
STI College