RAFAEL ARLO DE LOS REYES
Technical Support_Customer Support_General Virtual Assistant_Executive Virtual Assistant
Cebu City
Summary
I help fast-growing tech companies and entrepreneurs streamline customer support and technical operations through responsive virtual assistance, process automation, and user-centered documentation. With over a decade of experience in remote support roles, I bring a proactive, solutions-driven approach to improving digital workflows, resolving complex issues efficiently, and enhancing customer satisfaction and retention.
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 using Stripe.
- Work cross-functionally with Customer Experience, and Logistics teams to resolve risk-related issues.
- Established accurate documentation and reporting for audits and internal tracking.
- Support the development and improvement of risk and recovery processes.
- Investigate and respond to PayPal chargebacks and payment disputes.
Customer Support Specialist
Staytuned Digital
01.2023 - 02.2025
- Provided email support through Zendesk, and onboarded new customers for Shopify Apps.
- Escalate tickets to developers through Jira for bug-related issues across multiple Shopify apps.
- Created more than 100 support articles for our knowledge base.
- Collaborated with app developers to improve the supported apps through trial and error.
General Virtual Assistant
SMS-IT
07.2022 - 01.2023
- Managed the CEO's emails and schedule.
- Created graphics, such as flyers for webinars, using Canva.
- Created simple instructional videos for software users.
- Explored cross-platform collaboration with our platform to other platforms, like GHL and Twilio.
Technical Data Analyst
FPT Software
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 training.
- 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 the Best Buy Geek Squad account.
- Troubleshooting all kinds of devices for all Best Buy customers.
- Installation of security software, Windows, and other programs.
- Reassigned as a Junior System Administrator / Service Desk Analyst under the Marriott account.
- Responsible for IT administrative tasks for all user levels, including the creation of user network access, emails, and MDM accounts.
- Troubleshooting users who are locked out of their accounts, 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 the 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 technical issues with customers' mobile devices and network problems.
Technical Support Representative
Convergys Philippines
07.2012 - 11.2013
- Assigned as a customer service representative under a Microsoft account.
- Technical Support/Installation of Windows and Microsoft Office.
- Troubleshooting support for all kinds of issues with Windows and Microsoft products.
- Communicated effectively with colleagues and superiors.
Education
Bachelor of Science - Information Technology
06.2008 - 04.2012
As a pioneer in modern education and now the Philippines' largest network of colleges, STI has been known to provide practical and real-life education for 40 years. Its unique academic system reflects its mission to develop individuals to become productive and valuable members of society.
Skills
Computer Troubleshooting
Customer Support
Digital Tools & Applications
- Microsoft Office
- Active Directory
- Microsoft Exchange
- Microsoft exchange management console
- Microsoft exchange shell
- Google Suite
- LMI (LogMeIn)
- Anydesk
- Office 365
- CSS
- HTML
- Canva
- Pixlr
- Salesforce
- EMR (Electronic Medical Records)
- Amazon Product Research (Dropshipping)
- Trello
- Asana
- Zapier
- Pabbly
- MailChimp
- Twillio
- Zendesk
- Jira
- GHL
- Shopify
- Basecamp
- Hootsuite
- Stripe
- Paypal
- Intercom
References
Johannes Bezuidenhout from Staytuned
hannes@staytuned.digital
+17789680078
Lauralynn Drury from Staytuned
lauralynn@staytuned.digital
Zach Siecinski from Staytuned
zach.siecinski@staytuned.digital
Letter of Recommendation from former Director of Customer Experience at Staytuned: https://tinyurl.com/2co7jlaa
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
STI College - Bachelor of Science, Information Technology
06.2008 - 04.2012