Kyle Victor Potenciano
Regional Customer Support Supervisor
Manila, Metro Manila
Summary
Dynamic customer support professional with a proven track record in fostering team collaboration and driving high-impact results. Expertise in navigating fast-paced environments while effectively addressing evolving customer needs. Proficient in conflict resolution, process improvement, and customer relationship management, consistently enhancing service delivery. Recognized for reliability and a steadfast commitment to achieving exceptional outcomes.
Overview
7
7
years of professional experience
Work History
Regional Customer Support Supervisor
Isupport Worldwide
Pasig City
11.2024 - 12.2025
- Led and supervised multi-region customer service teams supporting AU, UK, and EU markets, covering Technical Support, Sales, B2B, and Order Management.
- Oversaw day-to-day operations, ensuring service levels, KPIs, and SLAs were consistently met across regions and functions.
- Provided coaching, performance monitoring, and regular feedback to agents to improve quality, productivity, and customer satisfaction.
- Acted as an escalation point for complex customer, technical, and order-related issues, ensuring timely and effective resolution.
- Developed strong rapport with product development teams, acting as an advocate for customers by relaying their feedback and concerns to drive continuous innovation and improvement.
B2B Coordinator
ISupport Worldwide
Pasig City
04.2024 - 11.2024
- Managed end-to-end B2B onboarding for prospective solar equipment partners, ensuring compliance with company and industry requirements.
- Conducted cold calling and outreach to identify, qualify, and engage potential business partners across multiple markets.
- Coordinated with sales, technical, and operations teams to support partner setup, documentation, and account activation.
- Supported relationship building with partners to drive long-term collaboration and business growth.
Tech and Sales Support
ISupport
Pasig City
09.2022 - 04.2024
- Handled technical and sales concerns related to solar setups and system configurations.
- Provided sales support through system sizing and product recommendations for solar products.
- Assisted customers in troubleshooting and understanding product functionality.
- Supported backend tasks involving e-commerce systems and order tracking.
Customer Support Representative
Alorica
Quezon City
02.2019 - 04.2020
- Answered customer calls regarding credit card account inquiries, billing concerns, and general support.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Science - Information Technology
Informatics College of Manila
Recto, Manila03.2019
Skills
Basic Microsoft Excel
E-commerce Platforms: NetSuite, BigCommerce, Shopify
Shift and Queue Management
Customer Service & Handling
Service level management
Team Management
Quality Assurance Auditing
Escalation handling
Training and coaching
SLA management
References
- Amber Relente-Patungan (Operations Manager)
- Contact info: Amber.relente2@gmail.com / 09190918980
- Colleen Gonzalez (Sales Support Supervisor)
- Contact info: marydanicacolleen.gonzales@gmail.com / 09266032720
Timeline
Regional Customer Support Supervisor
Isupport Worldwide
11.2024 - 12.2025
B2B Coordinator
ISupport Worldwide
04.2024 - 11.2024
Tech and Sales Support
ISupport
09.2022 - 04.2024
Customer Support Representative
Alorica
02.2019 - 04.2020
Bachelor of Science - Information Technology
Informatics College of Manila