Albea Pascual
@albeapascual
Chat support customer service representative who resolves technical and billing issues fast, accurately, and with empathy.
PhilippinesWhat I'm looking for
I’m a Customer Service Representative in chat support, currently working as a Tier 2 Chat Support Advisor at Concentrix. I handle up to 4 live chats concurrently on LivePerson and focus on first contact resolution, aiming to resolve issues quickly while keeping customers calm and confident.
In my role, I troubleshoot subscription, billing, payment, and account-access problems—verifying accounts through internal tools and guiding customers through step-by-step fixes. I also take escalations for complex payment disputes, fraud, and account-takeover cases, de-escalating upset customers and coordinating with other teams to close cases.
I’m proud of my performance: I maintain a 9-minute average handle time against the team’s 12-minute target (about 25% faster), earned a 100% QA score across audited chats, and was named a top performer on the company billboard. With a B.S. in Computer Engineering (undergraduate), I bring a technical mindset to customer support.
Experience
Work history, roles, and key accomplishments
Handled up to 4 concurrent LivePerson live chats, resolving 98% of issues on first contact while keeping an average 9-minute handle time. Served as point of contact for complex payment disputes, fraud, and account-takeover cases, maintaining a 100% QA score and top performer recognition.
Provided live chat support for subscription, account, and payment inquiries and researched account details for escalated concerns. Delivered step-by-step guidance for payment issues and escalations.
Education
Degrees, certifications, and relevant coursework
Technological Institute of the Philippines
Bachelor of Science in Computer Engineering, Computer Engineering
2021 - 2023
Attended the Bachelor of Science in Computer Engineering program (undergraduate) for two years from 2021 to 2023.
Teresa Senior High School
Senior High School (STEM), Science, Technology, Engineering, and Mathematics (STEM)
2020 - 2021
Completed the Science, Technology, Engineering, and Mathematics (STEM) track with honors from 2020 to 2021.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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