Open to opportunities

Aiza Balderama

@aizabalderama

Message

Customer support specialist delivering proactive issue resolution and customer satisfaction.

Philippines

Message

What I'm looking for

I’m looking for a customer-focused role where I can deliver proactive support, resolve technical and billing issues with accuracy, and help customers feel heard—using clear communication and continuous workflow improvement.

I aim to optimize client satisfaction and support the company’s success by delivering effective, proactive customer service. I manage client interactions end-to-end—handling connectivity, delivery, and account inquiries—while resolving issues efficiently and maintaining a positive customer experience.

I bring a strong background in customer support, including upselling and cross-selling, advanced efficient case handling, technical troubleshooting, and account security/fraud prevention. During my roles, I’ve educated customers on plan recommendations to avoid overage charges, resolved billing disputes with clear explanations of charges and credits, and served as a subject matter resource during an AI rollout to improve workflows and scalability.

Experience

Work history, roles, and key accomplishments

Content Writer

Newfold Digital

Feb 2025 - May 2026 (1 year 3 months)

Produced and optimized content with strong English writing, editing, and proofreading skills, adapting tone and style across audiences and formats. Conducted audience-focused research, applied SEO best practices, and used CMS tools such as WordPress or Site Plus Builder, leveraging analytics to improve content performance and engagement.

Content Writing Editing Proofreading SEO Optimization Audience Research Analytics CMS Cross Functional Collaboration

Multichannel Customer Support Agent

XtendOps

Oct 2023 - Nov 2024 (1 year 1 month)

Provided multi-channel customer support (chat, voice, and email), resolving order issues such as delivery concerns, missing items, and account inquiries. Served as a subject matter resource during an AI rollout, helping optimize workflows and contribute insights to improve efficiency and scalability.

Delivery Support Customer Satisfaction AI Rollout Support

Customer Support & Billing Agent

Teletech

Mar 2022 - Oct 2023 (1 year 7 months)

Handled customer billing inquiries and disputes, ensuring accurate resolution by clearly explaining charges, credits, and payment options. Improved customer retention by addressing concerns with suitable solutions and recommending upgraded plans and additional services based on usage and needs.

Plan Recommendation Billing Support Dispute Resolution Customer Retention Upselling Plan Recommendations Case Handling

Customer Support Agent

Concentrix

Nov 2019 - Jan 2022 (2 years 2 months)

Provided customer support for cable and internet services, resolving connectivity issues and securing compromised accounts to prevent unauthorized access. Educated customers on data usage and recommended plan options to avoid overage charges, while identifying add-on opportunities and coordinating handoffs to sales teams.

Customer Support Technical Troubleshooting Upselling Cross selling Lead Qualification Case Handling Customer Education