aloysius capistrano

Troubleshoot customer issues involving docking stations, USB-C hubs, adapters, monitors, display configuration, drivers, connectivity, and Windows/macOS compatibility. Manage support cases across email, chat, and phone, and coordinate technical escalations.

Reviewed and verified credit-repair leads for accuracy and qualification against campaign requirements. Followed defined verification workflows, maintained clear records, and flagged discrepancies for follow-up.

Led 20–25 representatives supporting customers with web hosting, domains, account concerns, technical issues, and service questions. Handled complex escalations, coached team members, and helped launch the GoDaddy Clark site.

Provided floor support for representatives handling account, billing, service, technical, and sales-related questions. Helped troubleshoot difficult cases, clarify procedures, and manage escalations.

Supported US customers with billing, account, payment, dispute, and service-related concerns in high-volume contact center environments. Investigated inquiries and worked toward accurate resolution while meeting quality and service standards.

Supported B2B and B2C customers for subscription-based products and services, handling needs discovery, product explanations, objections, and follow-up.

Researched and qualified US business prospects, then progressed into a closer role handling sales conversations and conversions.

Contacted US real estate prospects, qualified leads, scheduled appointments, and maintained accurate customer information.

Completed four Cisco Networking Academy courses in generative AI, prompt engineering, AI-assisted research, and output evaluation.

Pursued a Bachelor of Science in Accountancy from 2004 to 2007.