Philip Jay Gonzales
Santa Maria, Province Of Bulacan,BUL
Summary
Dynamic Customer Support Specialist with a proven track record at Buzz AI, excelling in strategic issue analysis and customer issue management. Recognized for enhancing user satisfaction through effective troubleshooting and quality management. Adept at CRM applications, I consistently contributed to customer retention and operational efficiency, ensuring a seamless experience for all users.
Overview
8
8
years of professional experience
Work History
Customer Support Specialist
Buzz AI
07.2024 - 11.2025
- Delivered real-time support via live chat, resolving customer inquiries with clarity and efficiency.
- Troubleshot technical issues by analyzing customer accounts, identifying root causes, and providing accurate solutions.
- Educated users about product features, updates, and best practices for optimal platform usage.
- Documented recurring issues and collaborated with internal teams to improve workflows and product behavior.
- Contributed to customer retention by ensuring a smooth, positive user experience and maintaining high satisfaction ratings.
Technical Support Representative
GlowTouch
11.2021 - 04.2024
- Assisted clients via chat with issues related to the Drift chat application, providing fast and effective resolutions.
- Resolved product issues using cost-efficient solutions to reduce customer friction.
- Trained junior team members on quality standards and testing procedures.
- Monitored performance metrics to ensure the support team met quality objectives.
- Analyzed performance test results and recommended improvements to enhance efficiency.
Customer Advocate
Drift Marketing Software
08.2018 - 10.2021
- Handled customer chats and provided assistance for a range of technical concerns.
- Conducted deeper investigations for complex cases and created tickets for development teams.
- Identified potential UI bugs and documented findings clearly for engineering review.
- Monitored chat interactions to ensure compliance with quality standards.
- Conducted coaching and training sessions to help agents improve their performance.
Customer Loyalty Support
Balsam
08.2017 - 01.2018
- Addressed inquiries via email and chat from new and existing customers.
- Provided shipping updates, managed warranty claims, and processed returns, exchanges, and refunds.
- Assisted customers with troubleshooting product issues, including trees and lighting systems.
- Consistently met KPI targets and received positive customer feedback for service quality.
Education
Bachelor of Science - Electrical, Electronics And Communications Engineering
Polytechnic University of The Philippines
Santa Mesa, Metro Manila, Philippines04-1996
Skills
- Strategic issue analysis
- Customer issue management
- CRM proficiency
- Experience with CRM applications
- Performance testing expertise
- Operational process monitoring
- Quality management expertise
- Application updates for marketing tools
- Chat workflow design
Timeline
Customer Support Specialist
Buzz AI
07.2024 - 11.2025
Technical Support Representative
GlowTouch
11.2021 - 04.2024
Customer Advocate
Drift Marketing Software
08.2018 - 10.2021
Customer Loyalty Support
Balsam
08.2017 - 01.2018
Bachelor of Science - Electrical, Electronics And Communications Engineering
Polytechnic University of The Philippines