Marian Fronda
Client Support Specialist
Santa Maria, Province Of Bulacan
Summary
Client Support Specialist with 10+ years of experience delivering high-quality support via calls, email and chat across fintech/financial, telecom, and tech industries. Proven ability to manage high-volume workloads while maintaining accuracy, empathy, and strong written communication. Highly skilled in troubleshooting technical and account-related issues, navigating complex systems, and adhering to strict processes and quality standards. Known for taking full ownership of customer concerns, adapting quickly to new tools and products, and contributing to customer satisfaction, and operational excellence. A reliable, growth-driven professional who thrives in fast-paced tech environments and was recognized through promotions over the years.
Overview
13
13
years of professional experience
Work History
B2B & B2C Technical & Customer Care Representative
Sykes Asia
06.2013 - 05.2016
- Managed around 40 tickets per shift for AT&T B2B clients.
- Utilized ticketing system to manage and process support actions and requests for VoIP phone systems.
- Maintained servers and systems to keep networks fully operational during peak hours.
- Handled an average of 30 calls per shift for CenturyLink B2C customers.
- Technical support for Fiber and DSL connection.
- Account management for bills, internet usage, troubleshoot outages, mange WiFi, info updates, setting up new service and service cancellations.
- Helped high call volumes and difficult customers with professionalism and efficiency.
- Responsible in dispatching field technicians as needed.
- Handled around 20 calls per shift for Google Chromecast hardware customers' technical support.
- Guiding customers in systematic process of of identifying, analyzing, and resolving connectivity issues between their internet, TV, Chromecast device, and their phone, tablet, & computer.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Managed high call volume with professionalism and efficiency.
Customer Service Representative
Concentrix
01.2017 - 06.2017
- Handled approximately 40 cases of combined incoming customer calls and chat per shift.
- Handled Google Play Store refunds, in-app purchases, unauthorized charges, subscriptions, app functionality.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Money Coach
MyBudget Asia
03.2018 - 12.2025
- Handled 60-75 emails daily and around 20 chats per shift, providing accurate and timely support while meeting strict SLA, quality, and productivity metrics.
- Responded to client inquiries related to billing, expenses, income tracking, debt managing, and account management.
- Created 12-month budget forecasts tailored to individual client needs considering their short term and long term goal.
- Set up customized payment arrangements to help clients pay off debts in a sustainable way.
- Demonstrated consistent performance, resulting in multiple promotions over the years.
- Leveraged strong interpersonal skills to build trust among clients while handling difficult conversations regarding debt or past-due accounts.
- Participated in ongoing professional development opportunities to stay current on federal regulations pertaining to the finance industry.
- Collaborated with other coaches to share best practices, techniques, and insights for overall program improvement.
Education
Associate of Arts - Mass Communication Technology
La Verdad Christian College
Apalit, Province Of Pampanga, Philippines 04.2001 -
Skills
- Non-Voice Support (Email & Chat)
- Proficient Written Communication
- Account & Billing Support
- Technical Troubleshooting
- Ticket & Case Management
- Process & Quality Compliance
- Budgeting & Financial Support
- Problem Solving & Root Cause Analysis
- Time Management & Productivity
- Independent & Remote Work
- Precision to Detail
- Client Confidentiality
- Complaint Handling
Timeline
Money Coach
MyBudget Asia
03.2018 - 12.2025
Customer Service Representative
Concentrix
01.2017 - 06.2017
B2B & B2C Technical & Customer Care Representative
Sykes Asia
06.2013 - 05.2016
Associate of Arts - Mass Communication Technology
La Verdad Christian College
04.2001 -
ADDITIONAL SKILLS
- Effective communication
- Empathy and emotional intelligence
- Active Listening and attentiveness
- Ability to work with a team
- Patience
- Accountability
- Improvisation to adapt
- Growth mindset and willingness to learn
- Time management
- Confidence
- Resilience