Richard Nogales
Cabuyao,LAG
Summary
Detail-oriented Customer Service Professional experienced in the telecommunications industry with expertise in processing customer requests and resolving technical issues. Enhanced customer satisfaction and drove revenue growth through effective communication and strategic upselling. Trained in Freight Virtual Assistance, specializing in freight brokerage and truck dispatching, with strong skills in client communication and data management.
Skilled in client communication, multitasking, data management, and problem-solving, with a proven ability to handle time-sensitive situations while maintaining accuracy, efficiency, and professionalism. Seeking to leverage extensive customer service expertise and freight industry training to contribute to a dynamic logistics team.
Overview
19
19
years of professional experience
Work History
PROCESS SPECIALIST - AT&T BUSINESS TELCO ACCOUNT
INFOSYS BPM
02.2025 - Current
- Accurately and promptly process customer-initiated requests for service disconnection, including move orders and complex or special handling disconnects.
- Track, monitor, and manage the status of disconnect orders from initiation to completion, ensuring all necessary steps are taken for service cancellation.
- Collaborate with different departments, such as billing, and customer support, to address service-related issues, outages, and billing tickets during the disconnect process.
- Analyze current disconnection procedures to identify inefficiencies and make recommendations for improvements.
- Ensure that all disconnection orders and customer information are processed in compliance with company policies and quality standards.
TECHNICAL SERVICE EXPERT - VERIZON TELCO ACCOUNT
ASURION TECHLOG PHILIPPINES
Nuvali
01.2024 - 01.2025
- Use information from customers to diagnose tech issues and walkthrough customers although out the steps need to fix various wireless problems, 5G home internet and FIOS services.
- Activation for phones, 5G Home internet and FIOS as well as connectivity issues, network issues etc.
- If customer tech problems cannot be handled over the phone, it will schedule a repair through u break I fix stores.
- Strong interpersonal, analytical and problem-solving skillsConnect with wireless network and devices such as Wifi apps, printers, computer, routers, network extender.
TECHNICAL-CUSTOMER SERVICE T-MOBILE TELCO ACCOUNT
RMS COLLECT - IQOR
05.2021 - 12.2023
- Provide excellent customer service to T-Mobile customers responding to inquiries and resolving issues in timely manner.
- Educate customers on the features and benefits of their product and services.
TECHNICAL-CUSTOMER SERVICE T-MOBILE TELCO ACCOUNT
SUTHERLAND GLOBAL SERVICES INC
06.2019 - 03.2021
- Utilized tools to identify solutions, give extra mile for excellent customer satisfaction in fixing their network issues, connectivity for internet and some technical issues.
- Educate customers on the features and benefits of their product and services.
- Provide excellent customer service to T-Mobile customers responding to inquiries and resolving issues in timely manner.
- Accurately process upgrade orders, payments, handle customer queries about their phone packages, plans, etc.
- Upsell the products and services of T-Mobile wireless cellphones laptops, tablets, value added services, add a line, rate plan changes.
T-MOBILE SUBJECT MATTER EXPERT-MENTOR
SUTHERLAND
12.2019 - 12.2020
- Mentoring and provide consultations and feedback to T-Mobile text expert.
- Create and provide training and knowledge material to the entire support group new feature product troubleshooting methodologies, tools for technical skills and trainings.
- Perform periodic meetings with tech expert about the product and regarding Issues, new features, supportability needed and daily week to week targeted metrics for the team.
CUSTOMER SERVICE AT&T TELCO ACCOUNT
IQOR RMS COLLECT
10.2017 - 05.2019
- Professionally handle billing inquiries and requests from customers and ensure that issues are resolve.
- Understand customer needs and recommend appropriate products, and rate plans.
- Upselling the products and services of AT&T wireless cellphone and rate plans.
TECHNICAL SUPPORT REPRESENTATIVE - COMCAST WEST-ALORICA
WEST ALORICA
01.2016 - 10.2016
- Troubleshoot technical issues reported by customer like modem, router, phone activations, tv issues escalating complex issues to the appropriate team and departments when necessary.
- Strong problem solving and analytical skills to identify and resolve technical issues efficiently.
- Guide clients through steps by step solutions clearly and concisely, ensuring their understanding and satisfaction.
- Assign ticket to local market to dispatch call or assign to TSR level 2 for advanced troubleshooting.
- Upsell and promoting the value of Comcast products and services while overcoming objections.
CUSTOMER SERVICE REPRESENTATIVE - ULTRA MOBILE TELCO ACCOUNT
SHORE SOLUTIONS
07.2014 - 01.2016
- Creates customer satisfaction and loyalty through effective and timely resolution for variety of customers.
- Provides support for new products and services.
- Utilize negotiation and problem-solving skills for customer retention and loyalty.
TECHNICAL SUPPORT REPRESENTATIVE: COMCAST CABLE
TRANSCOM WORLWIDE PHIL.
09.2012 - 12.2013
- Troubleshoot technical issues reported by customer like modem, router, phone activations, tv issues.
- Escalating complex issues to the appropriate team and departments when necessary.
- Strong problem solving and analytical skills to identify and resolve technical issues efficiently.
- Guide clients through steps by step solutions clearly and concisely, ensuring their understanding and satisfaction.
- Assign ticket to local market to dispatch call or assign to TSR level 2 for troubleshooting.
- Upsell and promoting the value of Comcast products and services while overcoming objections.
CUSTOMER SERVICE REPRESENTATIVE: UNITED AIRLINE ACCOUNT
IBM DAKSH BUSINESSPROCESS SERVICE PHIL.
10.2009 - 10.2010
- Read the weight of baggage form a scale and assess baggage fees if required.
- Resolve disservice situations for their United Airlines mileage.
- Upsell products and services Chase credit card applications.
CUSTOMER SERVICE REPRESENTATIVE: SPRINT TELCO ACCOUNT
TELEPERFORMANCE INC.
07.2007 - 12.2008
- Troubleshoot technical issues reported by customer like modem, router, phone activations, tv issues escalating complex issues to the appropriate team and departments when necessary.
- Strong problem solving and analytical skills to identify and resolve technical issues efficiently.
- Assign ticket to local market to dispatch call or assign to TSR level 2 for troubleshooting.
- Upsell and promoting the value of Comcast products and services while overcoming objections.
Education
BACHELOR OF BUSINESS MANAGEMENT - MARKETING
Philippine Christian University
04-1999
Skills
Billing Expert
- TMS navigation and data entry
- Load tracking and scheduling
- Freight class calculation
- Quoting and rate negotiation
- Carrier and shipper communication
- Technical Expert in Internet, Cable-TV, Mobile Phones
- Internet Savvy
- MS Office Proficient
- Problem-Solving & Multitasking
- Effective Communication
- Customer Support & Conflict Resolution
References
- Earvin Dale Molina, TL-Asurion Tech log, +63 09174566021
- Billy Belarmino, Officemate Asurion Tech log, +63 09460644569
- Odirose Amuyot, +63 09260565708
Languages
English
Timeline
PROCESS SPECIALIST - AT&T BUSINESS TELCO ACCOUNT
INFOSYS BPM
02.2025 - Current
TECHNICAL SERVICE EXPERT - VERIZON TELCO ACCOUNT
ASURION TECHLOG PHILIPPINES
01.2024 - 01.2025
TECHNICAL-CUSTOMER SERVICE T-MOBILE TELCO ACCOUNT
RMS COLLECT - IQOR
05.2021 - 12.2023
T-MOBILE SUBJECT MATTER EXPERT-MENTOR
SUTHERLAND
12.2019 - 12.2020
TECHNICAL-CUSTOMER SERVICE T-MOBILE TELCO ACCOUNT
SUTHERLAND GLOBAL SERVICES INC
06.2019 - 03.2021
CUSTOMER SERVICE AT&T TELCO ACCOUNT
IQOR RMS COLLECT
10.2017 - 05.2019
TECHNICAL SUPPORT REPRESENTATIVE - COMCAST WEST-ALORICA
WEST ALORICA
01.2016 - 10.2016
CUSTOMER SERVICE REPRESENTATIVE - ULTRA MOBILE TELCO ACCOUNT
SHORE SOLUTIONS
07.2014 - 01.2016
TECHNICAL SUPPORT REPRESENTATIVE: COMCAST CABLE
TRANSCOM WORLWIDE PHIL.
09.2012 - 12.2013
CUSTOMER SERVICE REPRESENTATIVE: UNITED AIRLINE ACCOUNT
IBM DAKSH BUSINESSPROCESS SERVICE PHIL.
10.2009 - 10.2010
CUSTOMER SERVICE REPRESENTATIVE: SPRINT TELCO ACCOUNT
TELEPERFORMANCE INC.
07.2007 - 12.2008
BACHELOR OF BUSINESS MANAGEMENT - MARKETING
Philippine Christian University