Adora Sebastian
@adorasebastian
Customer Success and Tier 1 Technical Support specialist delivering bilingual, solution-driven help desk outcomes.
PhilippinesWhat I'm looking for
I’m a customer-focused, solution-driven specialist with 10+ years in customer service and technical support/salesforce-style support. I bring bilingual Spanish-English communication to help teams deliver fast, accurate resolutions.
Currently, I work in Service Desk/Technical Support (Tier 1), supporting and troubleshooting, managing tickets, and collaborating with clients across the US, Europe, and LATAM. My approach centers on remote troubleshooting, incident handling, and keeping service delivery aligned with SLA expectations.
Previously, I supported FS financial account customers through inbound and outbound calls and email, handling billing inquiries, invoices, payment arrangements, account balances, and financing options. I also investigated disputed transactions and billing discrepancies, while driving performance through FCR, CSAT, QA, Average Handle Time (AHT), and productivity goals.
I’ve also supported remote environments involving Windows and Office 365, VPN/MFA, and incident management, with strong attention to security and account access processes. I’m comfortable serving as a subject matter expert, training others, and communicating clearly under pressure to ensure first-contact resolution.
Experience
Work history, roles, and key accomplishments
Service Desk / Technical Support
Infosys BPM
Sep 2024 - Present (1 year 10 months)
Provided Spanish service desk and technical support, including troubleshooting, management, and collaboration. Supported clients across the US, Europe, and LATAM.
Customer Success Specialist
Telus International Philippines
Feb 2016 - Nov 2023 (7 years 9 months)
Delivered help desk operations customer support in Spanish and English for a Dell FS financial account, including password resets and account unlocks. Handled incident and service request management, investigated billing disputes, and performed remote troubleshooting for hardware and software issues.
Tier 1 Support
Pamantasan ng Lungsod ng Maynila
Jan 2002 - Jan 2003 (1 year)
Provided Tier 1 support in a remote management setting, supporting users as part of service desk activities.
K12 Teacher (Elementary/HS)
Kolehiyo De Canlubang
Jan 2001 - Jan 2002 (1 year)
Taught elementary and high school (K12) education and provided instruction within Kolehiyo De Canlubang.
Community Organizer Supervisor
Social Action Center of Diocese Region 111
Jan 1990 - Jan 1993 (3 years)
Supervised community organizer activities and supported community-based projects related to Mt. Pinatubo.
Phone Banker
Well Fargo Bank / Genpact LLC
Provided customer support via inbound and outbound phone interactions, handling banking inquiries and account maintenance with a focus on first-contact resolution. Supported authenticated identity checks and helped customers with digital banking tools and self-service options.
Remote Support Specialist
Professional Regulatory Commission
Worked as a remote support specialist and used ServiceNow as indicated by the provided license information.
Assistant Script/Continuity Writer
Harvest Films & Hongkong Films
Worked as an assistant script and continuity writer for film projects.
Education
Degrees, certifications, and relevant coursework
Calamba Doctors College
2007 - 2008
Attended Calamba Doctors College from 2007 to March 2008.
Pamantasan ng Lungsod ng Maynila (PLM)
Secondary Education (English)
2002 - 2003
Studied a secondary education major focused on English at Pamantasan ng Lungsod ng Maynila (PLM).
Kolehiyo de Canlubang
Education (K-12 Teacher)
2001 - 2002
Completed K-12 teacher education for elementary and high school teaching at Kolehiyo de Canlubang.
Polytechnic University of the Philippines (PUP)
Bachelor in Journalism, Journalism
1987 - 1994
Earned a Bachelor in Journalism at the Polytechnic University of the Philippines (PUP).
Pamantasan ng Lungsod ng Maynila (PLM)
Master of Arts in Communication Management, Communication Management
Completed a Master of Arts in Communication Management, including thesis work based on client engagements.
Sebastian College, Canlubang
2006 - 2007
Attended Sebastian College in Canlubang.
University of Perpetual Help Calamba
2003 - 2005
Attended the University of Perpetual Help Calamba.
STI Systems Technology Institute, Calamba
Attended STI Systems Technology Institute in Calamba.
DELE Spanish Certification
DELE (Nivel B2), Spanish Language
Earned a DELE Spanish language certification at Nivel B2.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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