Summary
Overview
Work History
Education
Skills
References
Timeline
Generic
Ma Cristina Castro

Ma Cristina Castro

Customer Support Specialist
Lipa City

Summary

Customer Support Specialist skilled in delivering top-tier service through phone, chat and email. Experienced in resolving complex billing issues, connection support, and mass provisioning across copper, fibre, wireless, and mobile networks. Dedicated to enhancing customer satisfaction and retention, ultimately driving business growth.

Overview

11
11
years of professional experience
1
1
Language

Work History

Technical and Billing Support Specialist

Teletech Lipa
01.2021 - Current
  • Assist customers in troubleshooting issues.
  • Explain customer bills and perform account investigations
  • Provide appropriate resolutions and process orders.
  • Utilize critical thinking to solve complex problems.

Back Office Support (2022 – Present)

  • Act as a Super Agent, assisting customers with complex billing issues and escalations.
  • Provide connection support across multiple technologies, including copper, fibre, wireless, and mobile networks.
  • Handle mass provisioning of services to ensure seamless customer onboarding and service continuity.
  • Serve as a Connection Support Specialist, troubleshooting and resolving technical issues efficiently.
  • Deliver customer support through phone and email, ensuring timely and accurate communication.

Customer Support/ Deal Closer

Legitgrails
01.2022 - 01.2024
  • Efficiently assist customers via chat and email.
  • Enhance customer satisfaction and loyalty.
  • Improve repeat orders through exceptional support
  • Managing orders through Shopify and ClickUp

Technical and Billing Support Specialist

Teletech Lipa
01.2021 - 01.2024
  • Assist customers in troubleshooting issues.
  • Explain customer bills and perform account investigations
  • Provide appropriate resolutions and process orders.
  • Utilize critical thinking to solve complex problems.

Customer Support/ Sales Expert

Results CX
01.2019 - 01.2021
  • Create customer needs by asking probing questions to identify opportunities.
  • Aim to close a sale after every customer interaction.

Team Leader

Stanley Black & Decker
01.2015 - 01.2018
  • Supervised 25 team members, managing daily output and ensuring quality.
  • Maintained KPIs and delivered monthly performance reports.

Education

Social Media Marketing Course -

Virtual Assistant Training Philippines
01.2023

Bachelor of Science - Secondary Education

Manuel S Enverga University Foundation
01.2008

Skills

References

Nikita, Chen, CEO, nchen@legitgrails.com, LegitGrails

Timeline

Customer Support/ Deal Closer

Legitgrails
01.2022 - 01.2024

Technical and Billing Support Specialist

Teletech Lipa
01.2021 - Current

Technical and Billing Support Specialist

Teletech Lipa
01.2021 - 01.2024

Customer Support/ Sales Expert

Results CX
01.2019 - 01.2021

Team Leader

Stanley Black & Decker
01.2015 - 01.2018

Bachelor of Science - Secondary Education

Manuel S Enverga University Foundation

Social Media Marketing Course -

Virtual Assistant Training Philippines
Ma Cristina CastroCustomer Support Specialist