Rickson June Pareñas
Bohol
Summary
Dynamic technical support professional with a proven track record at Yotpo, recognized for exceptional problem-solving and customer relations skills. An experienced Customer Support with almost 10 years of experience. Technical, billing or customer-facing related matters, I am all for it. If you think I am a best fit to your company, try me!
Overview
9
9
years of professional experience
Work History
Tier 2 Support
Yotpo
05.2021 - Current
- Provide in-depth support by resolving complex issues escalated from Tier 1.
- Conduct client calls to offer clear, real-time explanations and reduce prolonged email exchanges.
- Create and maintain internal documentation and customer-facing help articles to streamline support processes and improve user experience.
- Reviewed and audited support tickets for accuracy, completeness, and alignment with internal quality standards.
Technical Support Representative(Premium)
Yotpo
01.2019 - 05.2021
- Was assigned as acting Team Leader(Premium) and a Subject Matter Expert.
- Recognized as a top agent for a couple of months and awarded as 2019(3rd) & 2020(1st) Agent of the Quarter.
- Got transferred to another Line of Business : SMB/Premium Support
- Handled chats/emails for customers with the base/free & Growth Plans.
Customer Service Representative
Sykes Asia
05.2017 - 12.2018
- Started as a billing representative for the service provider: Frontier(based on US).
- Got transferred to a technical support account: DJI(based on China) which products are mostly drones/gimbals.
- Due to unforeseen account challenges, we were transferred to a new account and I got transferred to JustEat - an online food delivery platform which is based on the UK. Handled both calls and chats.
Customer Service Representative
Concentrix
07.2016 - 03.2017
- Assisted customers/clients through chat/email as a Technical/Customer Service Representative for Microsoft(Windows).
- Became a Technical Support for COMCAST(Phone Support).
Education
Bachelor of Science - Computer Science
Mindanao State University
Maigo, Lanao Del Norte04-2016
Skills
- Problem-solving
- Multitasking Abilities
- Clerical support
- Dependable and responsible
- Customer relations
- Customer service
- Quality assurance
Timeline
Tier 2 Support
Yotpo
05.2021 - Current
Technical Support Representative(Premium)
Yotpo
01.2019 - 05.2021
Customer Service Representative
Sykes Asia
05.2017 - 12.2018
Customer Service Representative
Concentrix
07.2016 - 03.2017
Bachelor of Science - Computer Science
Mindanao State University
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