LALyss Aquino
@alyssaannaquino
Customer-focused SaaS support specialist delivering fast, accurate technical assistance and process improvements.
PhilippinesWhat I'm looking for
I am a customer-focused SaaS Support Specialist with 3+ years supporting subscription-based, self-serve platforms via live chat and email. I consistently meet strict SLA targets, troubleshoot connectivity and account issues, and use AI-assisted tools and automated workflows to speed accurate responses.
I have experience documenting and improving internal knowledge bases, escalating sensitive cases through defined compliance workflows, and collaborating with engineering, product, and QA teams via Slack to reduce recurring issues and improve the customer experience.
Experience
Work history, roles, and key accomplishments
Compliance Reviewer
Exacot
Jul 2024 - Mar 2025 (8 months)
Reviewed and processed sensitive account deletion requests ensuring data privacy compliance, escalated high-risk cases per security workflows, and developed internal knowledge base documentation to reduce repeat issues.
Technical Support Representative
Exacot
Oct 2021 - Jun 2024 (2 years 8 months)
Provided real-time SaaS support via live chat and email, consistently met SLAs (2–3 min chat; ≤1 hr email), resolved connectivity and account issues, and coordinated with engineering and product teams to address recurring bugs.
Education
Degrees, certifications, and relevant coursework
DUDon Honorio Ventura State University
Bachelor of Science, Electronics Engineering
Completed a Bachelor of Science in Electronics Engineering, focusing on electronics principles and applied engineering concepts.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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