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    "name": "ESTHER DENIZE PONCE",
    "summary": "Results-driven Customer Support Specialist with 6 years of BPO industry experience providing high-quality voice, chat, email, and back-office support for US, UK, and Australian clients. Experienced across fintech and cryptocurrency, homeowners insurance, vehicle rental platforms, telecommunications, technical support, billing, and account services. Proven ability to handle complex customer concerns, troubleshoot technical issues, manage KYC and verification processes, resolve billing and transaction inquiries, and support customers throughout the resolution process. Served as a Senior Associate for 3 years, consistently meeting quality, productivity, and SLA targets while handling escalations and complex inquiries. Skilled in CRM systems, customer documentation, problem-solving, active listening, conflict resolution, and customer retention, with a strong focus on delivering accurate, efficient, and empathetic customer support.",
    "location": "Antipolo City, Philippines"
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    {
      "company": "TDCX",
      "position": "Customer Service Specialist (Cryptocurrency Account)",
      "startDate": "2026-02",
      "endDate": "2026-07",
      "highlights": [
        "Provided specialized email and chat support for leading cryptocurrency exchanges, digital wallet platforms, and fintech companies",
        "Managed Know Your Customer (KYC) account verifications, transaction monitoring, and fraud prevention protocols",
        "Resolved complex technical platform issues and guided users on digital wallet navigation, security configurations, and transaction inquiries"
      ]
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    {
      "company": "IntouchCX",
      "position": "Customer Service Specialist (Rental Account)",
      "startDate": "2025-03",
      "endDate": "2026-01",
      "highlights": [
        "Facilitated end-to-end user support for vehicle rental platforms, managing reservations, payouts, trip modifications, and roadside assistance",
        "Guided vehicle hosts on listing optimization, competitive pricing strategies, and platform policy adherence",
        "Handled payment disputes, mobile app troubleshooting, and real-time operational issues to maintain high customer satisfaction"
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    {
      "company": "WNS GLOBAL SERVICES",
      "position": "Senior Associate (Insurance Account)",
      "startDate": "2022-04",
      "endDate": "2025-02",
      "highlights": [
        "Served as a Senior Associate for 3 years, delivering voice and chat support for US-based Homeowners Insurance accounts",
        "Educated policyholders on coverage details, deductible structures, and policy modifications while consistently meeting quality metrics",
        "Identified root causes of customer issues, efficiently resolving complex inquiries and consistently exceeding SLA targets"
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    {
      "company": "Concentrix",
      "position": "Sales & Technical Support Representative (Telco)",
      "startDate": "2020-12",
      "endDate": "2021-12",
      "highlights": [
        "Delivered technical support and inquiry resolution for telecommunications customers regarding network connectivity and hardware devices",
        "Handled billing inquiries, plan upgrades, and service modifications with a strong emphasis on first-contact resolution"
      ]
    },
    {
      "company": "Teleperformance",
      "position": "Tech Support & Sales Representative (Telco)",
      "startDate": "2020-06",
      "endDate": "2020-10",
      "highlights": [
        "Handled technical troubleshooting for network issues while executing effective customer retention strategies",
        "Identified upselling opportunities during support interactions to pitch and close relevant add-on packages and services"
      ]
    }
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  "education": [
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      "institution": "Snra. Dela Paz Academy",
      "degree": "Junior High School Diploma",
      "startDate": "2014",
      "endDate": "2018"
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    "CRM Systems",
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    "Retention"
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