Robert James Alcachupas
Customer Service Specialist
Los Banos
Summary
Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.
Experienced with providing high-quality customer support across various channels. Utilizes strong problem-solving skills to address and resolve customer inquiries efficiently. Track record of excellent communication and maintaining positive customer relationships.
Overview
10
10
years of professional experience
Work History
Customer Support Specialist
TDCX Malaysia
04.2024 - 04.2025
- Resolved customer inquiries across chat, email, and phone with clear, accurate product support.
- Documented cases in CRM systems, maintaining complete records and consistent follow-up actions.
- Troubleshot account, billing, and service issues using established workflows and knowledge bases.
- Escalated complex complaints to appropriate teams while preserving service quality and ownership.
- Reviewed case details for accuracy, ensuring compliant responses and consistent resolution handling.
Customer Support Executive
Infosys
06.2021 - 09.2022
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Listened to customers' questions and concerns to provide answers or responses.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Provided customers with updates and periodic statements on service developments and changes in trends.
- Kept high average of performance evaluations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Vanguard
Customer Support Executive
Wells Fargo
10.2019 - 05.2021
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Provided customers with updates and periodic statements on service developments and changes in trends.
- Conducted surveys to determine customer opinion of products and services.
- Everyday Banking
Technical Support Representative
Sykes Asia
02.2017 - 02.2018
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Submitted service tickets for equipment maintenance requests.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Technical Support Representative
Transcom Worldwide
09.2015 - 01.2017
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Responded promptly to incoming sales leads and requests for technical support.
Education
BA - Communications Arts; Communication Arts
Laguna University
Sta. Cruz, Laguna03.2014
Skills
Excellent Communication
Credit and collections
Policy and procedure modification
Documentation and control
Timeline
Customer Support Specialist
TDCX Malaysia
04.2024 - 04.2025
Customer Support Executive
Infosys
06.2021 - 09.2022
Customer Support Executive
Wells Fargo
10.2019 - 05.2021
Technical Support Representative
Sykes Asia
02.2017 - 02.2018
Technical Support Representative
Transcom Worldwide
09.2015 - 01.2017
BA - Communications Arts; Communication Arts
Laguna University