Summary
Overview
Work History
Education
Skills
Digital Tools & Applications
References
Timeline
RAFAEL ARLO DE LOS REYES

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

STI College, Ormoc City, Province Of Leyte, Philippines
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

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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

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