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XANDER VOUY RAPHAEL TIGLAO
Customer Success-Focused Support Agent
Pasay City,National Capital Region
Summary
Customer support specialist with extensive experience delivering high-level service in fast-paced environments. Skilled in live chat, email, and phone communication, resolving issues quickly and effectively. Strong ability to collaborate across departments, ensuring efficient problem resolution. Experienced in guiding users through complex systems while maintaining accurate records. Committed to proactive engagement and creating positive customer experiences that build trust and satisfaction.
Overview
4
4
years of professional experience
12
12
years of post-secondary education
1
1
Language
Work History
Customer Service Advisor
Concentrix
Makati City
07.2025 - 08.2025
- Provide real-time assistance to customers via live chat, ensuring a high level of professionalism and empathy in every interaction.
- Accurately address customer inquiries related to telecommunications products and services, including mobile plans, billing, device issues, and account information.
- Deliver effective and efficient resolution to customer concerns while adhering to company policies and procedures.
- Promote and upsell telco products, plans, and value-added services based on customer needs, maximizing sales opportunities.
- Maintain up-to-date knowledge of current promotions, product offerings, and process updates to provide accurate information.
- Manage up to two simultaneous customer chat interactions while maintaining quality, accuracy, and response time standards.
- Meet and exceed individual and team KPIs, including customer satisfaction, average handling time, first-contact resolution, and sales targets.
- Document all customer interactions accurately and thoroughly in the system for future reference and analysis.
- Collaborate with team members and leadership to share feedback, best
practices, and continuous process improvement opportunities. - Uphold a customer-first mindset while balancing business objectives in a fast-paced, digital service environment.
Chat Support Representative
BC Games
04.2024 - 04.2025
- Engage with customers through live chat to address inquiries and resolve issues promptly, ensuring high satisfaction in the crypto casino and sports betting realm
- Provide accurate information on cryptocurrency games, betting options, and promotions to assist customers in making informed decisions within the gaming and sports wagering sphere
- Collaborate with team members and various departments to escalate complex issues, facilitating swift resolutions tailored to the specific needs of crypto casino and sportsbook clientele
- Proactively communicate with customers via live chat to enhance their experience and satisfaction levels by 90%
- Offer guidance and support to customers navigating cryptocurrency-based games and betting platforms, fostering a positive and seamless user experience
Dispatch Services Operator
Microsourcing Philippines Inc.
10.2023 - 03.2024
- Responded to incoming and placed outgoing customer calls and emails to deliver exceptional service
- Coordinated and managed Field Service requests for prompt dispatch, adhering to 24/7 service standards
- Assisted customers with a wide array of service inquiries via phone, email, and other channels
- Prioritized customer satisfaction by ensuring efficient and accurate resolution of issues
Customer Experience Agent
Alorica Philippines By the Bay
08.2021 - 08.2023
- Handle inbound and outbound calls, ensuring top-notch service for potential and existing customers
- Assist customers across various channels like phone, and email with diverse inquiries
- Maintain precise records of customer interactions and transactions for smooth service delivery
- Resolve customer concerns promptly through clear and informative communication
- Collaborate with colleagues to improve customer experience and implement feedback for service enhancement
- Analyzed customer data to identify and prioritize customer needs and preferences, resulting in enhanced customer experience
- Developed and implemented customer feedback surveys to improve customer experience, resulting in a 100% increase in customer loyalty
- Developed customer journey maps that identified areas of improvement in customer experience and increased customer satisfaction by 100%
Education
High School Degree -
Pasay City East High School
06.2015 - 07.2021
Timoteo Paez Elementary School
06.2009 - 03.2015
Skills
Ability to Multitask
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Work-life balanceCompany CultureFlexible work hoursCareer advancementPersonal development programsHealthcare benefitsPaid time offQuote
The best way out is always through.
Robert Frost
Software
Timeline
Customer Service Advisor
Concentrix
07.2025 - 08.2025
Chat Support Representative
BC Games
04.2024 - 04.2025
Dispatch Services Operator
Microsourcing Philippines Inc.
10.2023 - 03.2024
Customer Experience Agent
Alorica Philippines By the Bay
08.2021 - 08.2023
High School Degree -
Pasay City East High School
06.2015 - 07.2021
Timoteo Paez Elementary School
06.2009 - 03.2015
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