Summary
Overview
Work History
Education
Skills
Training
Interests
References
Timeline
Generic
RAFAEL ARLO DE LOS REYES

RAFAEL ARLO DE LOS REYES

Technical Support_Customer Support_General Virtual Assistant_Executive Virtual Assistant
Cebu City

Summary

A detail-oriented technical support, virtual assistant and customer service advocate with experience providing exceptional support and ensuring projects are completed on time with extreme confidentiality. I strive in fast-paced, virtual environments following established procedures and practices to exceed all customer expectations. Experienced in creating an effective, organized environment in which I can excel at focusing time on providing top-level client support, resolving issues, and developing relationships to ensure loyalty and growth. I offer strong analytical and technical skills and would like to utilize these in a well-reputed organization or client.

Overview

13
13
years of professional experience
4
4
years of post-secondary education

Work History

Revenue Protection & Recovery Agent

Zendrop
02.2025 - Current
  • Monitor and assess Stripe transactions for potential fraud or risk.
  • Work cross-functionally with Customer Experience and Logistics teams to resolve risk-related issues.
  • Maintain accurate documentation and reporting for audits and internal tracking.
  • Support the development and improvement of risk and recovery processes.
  • Assess newly onboarded clients to determine their eligibility for onboarding credits.
  • Investigate and respond to PayPal chargebacks and payment disputes.

Customer Support Specialist

Staytuned Digital
01.2023 - 02.2025
  • Provided email support and on-boarding new customers for Shopify Apps.
  • Escalate tickets to developers for bug-related issues across multiple Shopify Apps.

General Virtual Assistant

SMS-IT
07.2022 - 01.2023
  • Managed CEO's emails and schedule.
  • Created graphics, such as fliers for webinars.
  • Created simple instruction videos for software users.
  • Handled emails, chats, and calls as needed.

Technical Data Analyst

FPT Software
Ceb
05.2020 - 07.2022
  • Assigned to maintain websites mainly using HTML and CSS
  • Takes phone calls if needed to talk with the client for walkthrough trainings
  • Managing the integration of a client's EMR (Electronic Medical Record) into their website
  • Worked as an SME (Subject Matter Expert) and briefly with Quality Assurance

Service Desk Analyst

People Plus Tech
06.2017 - 05.2019
  • Assigned as a remote desktop support specialist under Best Buy Geek Squad account
  • Troubleshooting all kinds of devices to all Best Buy customers
  • Installation of security software, windows, and other programs
  • Reassigned as a Junior System Administrator/Service Desk Analyst under Marriott account
  • Responsible for IT administrative tasks for all user levels, creating of user network access, emails and MDM accounts
  • Troubleshooting of users locked out of their account, network access and devices like printers and computers.

Technical Support Representative

Concentrix
06.2015 - 06.2017
  • Assigned as a technical support representative under TWC/Spectrum
  • Provided outstanding technical support to clients.
  • Worked to motivate and support all creative staff, resulting in excellent workflow and productivity.
  • Troubleshooting of modems, high speed internet along with all types of customer devices

Customer Support Representative

Teletech
11.2014 - 06.2015
  • Assigned as a customer service representative under Telstra telco account
  • Brought forth excellent customer service skills and a commitment to customer satisfaction.
  • Helped to increase customer return rates by providing excellent customer service at all times.
  • Troubleshooting of technical issues with customer's mobile devices and network problem

Technical Support Representative

Convergys Philippines
07.2012 - 11.2013
  • Assigned as customer service representative under Microsoft account
  • Technical Support/Installation of Windows and Microsoft Office
  • Troubleshooting support for all kind of issues with windows and Microsoft product
  • Communicated effectively with colleagues and superiors.

Education

Bachelor of Science - Information Technology

STI College
Ormoc City, Leyte, Philippines
06.2008 - 04.2012

Skills

Computer Troubleshooting

Customer Service

Critical thinking and problem solving

Resourceful

Communication

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Training

  • Microsoft Windows Installation and Repair
  • Microsoft Office Installation and Repair
  • Basic Photoshop
  • Telstra telecommunications product knowledge and customer service
  • Basic mobile phone troubleshooting
  • Timewarner cable/Spectrum telecommunications production knowledge and customer service
  • Basic modem and router troubleshooting
  • Advance troubleshooting for computers and other devices
  • Active Directory
  • Microsoft Exchange
  • Microsoft exchange management console
  • Microsoft exchange shell
  • LMI (LogMeIn)
  • Anydesk
  • Office 365
  • CSS
  • HTML
  • Canva
  • Pixlr
  • Salesforce
  • EMR (Electronic Medical Records)
  • Amazon Product Research (Dropshipping)
  • Shopify Basic Operation
  • Trello
  • Asana
  • Zapier
  • MailChimp
  • Twillio
  • Zendesk
  • Jira
  • Shopify
  • Basecamp
  • Stripe
  • Paypal

Interests

Computer games
Cooking
Badminton
Swimming
Car Maintenance

References

Johannes Bezuidenhout from Staytuned
hannes@staytuned.digital
+17789680078


Lauralynn Drury from Staytuned
lauralynn@staytuned.digital


Zach Siecinski from Staytuned
zach.siecinski@staytuned.digital


Jazellerae Quinto from PatientPop
jazelle.quinto@patientpop.com
+14243177955


Roan Peters from PatientPop

roan.peters@patientpop.com

+13234756328



Letter of Recommendation from former Director of Customer Support at Staytuned:

https://drive.google.com/file/d/1LiBY8CmsCRvI2_0XXbjixBOl1GE2tv-L/view?usp=sharing


Timeline

Revenue Protection & Recovery Agent

Zendrop
02.2025 - Current

Customer Support Specialist

Staytuned Digital
01.2023 - 02.2025

General Virtual Assistant

SMS-IT
07.2022 - 01.2023

Technical Data Analyst

FPT Software
05.2020 - 07.2022

Service Desk Analyst

People Plus Tech
06.2017 - 05.2019

Technical Support Representative

Concentrix
06.2015 - 06.2017

Customer Support Representative

Teletech
11.2014 - 06.2015

Technical Support Representative

Convergys Philippines
07.2012 - 11.2013

Bachelor of Science - Information Technology

STI College
06.2008 - 04.2012

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