RICAZEL PINEDA
Technical Support Representative
Customer Service and Technical Support professional with 5 years of BPO experience supporting customers through various channels and handling high-volume interactions. Experienced in troubleshooting technical concerns, resolving customer issues, meeting performance targets, and maintaining a positive customer experience. Proficient in CRM and productivity tools, including Zendesk, Salesforce, HubSpot, Intercom, Google Workspace, and Microsoft Office. A reliable, adaptable, and customer-focused professional who works well in fast-paced environments and is committed to delivering efficient and quality service.
Cavite City, Cavite, Philippines
0+
Years experience
0
Languages
0
Skills
Work Experience
Technical Support Representative
CONCENTRIX
2022 — 2025PASIG
- Handle inbound calls from customers experiencing technical issues with Samsung devices and products
- Diagnose and resolve hardware, software, connectivity, or configuration problems
- Guide customers step-by-step through troubleshooting procedures for smartphones, tablets, TVs, or home appliances
- Provide product information, feature education, and setup assistance
- Record customer interactions and technical solutions accurately in the CRM or ticketing system
- Escalate complex issues to higher-tier technical teams or service centers when necessary
- Follow up on customer cases to ensure timely resolution and satisfaction
- Stay updated with the latest Samsung products, software updates, and service policies
- Meet performance goals including quality assurance, resolution rate, and customer satisfaction metrics
- Offer upgrades or sales as alternative options
Customer Experience Associate
24-7 INTOUCH
2021 — 2022CUBAO
- Handle inbound and outbound calls and emails from customers regarding Newell products and services
- Provide accurate information about product features, availability, order status, warranties, and returns
- Process customer orders, replacements, and refunds in accordance with company policies
- Assist with troubleshooting basic product issues and guide customers on usage or care instructions
- Document all customer interactions and transactions in the CRM system
- Coordinate with internal departments such as logistics, sales, and warranty support to resolve issues efficiently
- Escalate complex or unresolved concerns to higher-level support when necessary
- Maintain a professional, empathetic, and solution-oriented approach in every customer interaction
- Meet or exceed performance metrics such as customer satisfaction, first contact resolution, and response time
Customer Service Representative
ALORICA
2020 — 2021CUBAO
- Provided exceptional customer support to clients of a telecommunications company
- Assisted customers with inquiries related to mobile, internet, or cable services including billing concerns, technical issues, plan upgrades, device troubleshooting, and account management
- Handled inbound and outbound calls, chats, or emails from customers regarding telecom services
- Provided accurate information about products, plans, promotions, and account details
- Troubleshot technical issues related to network connectivity, mobile devices, or internet services
- Processed billing inquiries, payments, and adjustments as necessary
- Assisted customers in activating, upgrading, or canceling services
- Escalated unresolved or complex issues to higher support levels when required
- Maintained professionalism and empathy in all customer interactions
- Documented all customer interactions accurately in the system
- Met or exceeded performance metrics such as call quality, handle time, and customer satisfaction scores
Customer Service Representative
RESULTCX
2018 — 2019PASIG
- Assisted customers manage their online accounts
- Responded promptly and professionally to customer inquiries via phone regarding money transfer services, transaction status, refunds, and payment issues
- Investigated and resolved transaction discrepancies, complaints, and escalations in a timely manner while maintaining a positive customer experience
- Verified customer identity and documentation in line with MoneyGram’s policies, KYC (Know Your Customer), and AML regulations
- Maintained accurate and detailed records of all customer interactions and resolutions in the company’s CRM system
- Met or exceeded individual and team performance targets including quality, call handling time, and customer satisfaction metrics
Skills
Technical SupportCustomer ServiceCRM ManagementTroubleshootingConflict ResolutionCommunicationMultitaskingTime ManagementAttention to DetailProblem-SolvingCustomer Service & SupportTechnical TroubleshootingCommunication SkillsActive ListeningCustomer Issue ResolutionWorking Under Pressure
Education
Senior High School Diploma, TECHVOC
The Sisters Of Mary School Banneux Inc.
References
Languages
English
Intermediate
Filipino
Native
Remote Work Readiness
Internet
Primary: PLDT 100 Mbps | Backup: GLOBE mobile hotspot
Equipment
N-VISION 1 monitor | Noise-cancelling headset | HD webcam
Workspace
Dedicated home office | Quiet environment | Professional video-call background
Availability
Full-time | Flexible across US (EST/PST), UK (GMT), AU (AEST) time zones
References
Joel Ventura
Coach-ALORICA
Angelica Caballero
Operation Supervisor-ResultCX