Open to opportunities

Analie Optana

@analieoptana

Message

I resolve customer issues across technical support, orders, and connectivity services.

Philippines

Message

What I'm looking for

I'm seeking a remote role in customer support, eCommerce, digital marketing, or applicant management where I can use technical troubleshooting, empathetic communication, and client-service experience to deliver exceptional value.

I've supported Microsoft customers through Concentrix's Disability Answer Desk and Surface Technical Support, troubleshooting Windows and Surface device issues, coordinating service-center repairs, and tracking repair status.

Across ResultsCX and Teleperformance, I've resolved internet, phone, cable, mobile, and online-order inquiries through clear step-by-step guidance, callbacks, escalation management, and timely case resolution. I also bring a Special Education background, including evaluating individual learner cases and earning recognition as a Top Learner in American Sign Language.

Experience

Work history, roles, and key accomplishments

Technical Support Specialist

Concentrix

Apr 2024 - Sep 2024 (5 months)

Provided technical support to customers with disabilities experiencing issues with Windows devices. Assisted customers via email who preferred to continue troubleshooting independently.

Technical Support Windows Troubleshooting Email Support Customer Service

Customer Service Representative

ResultsCX

Feb 2022 - Dec 2023 (1 year 10 months)

Diagnosed and resolved interrupted services (internet, home phone, cable, mobile). Guided customers through step-by-step troubleshooting and scheduled field technicians for on-site connectivity checks.

Customer Service Troubleshooting Internet Phone Cable Mobile Scheduling Technicians

Customer Service Representative

Teleperformance

Sep 2017 - Jul 2021 (3 years 10 months)

Handled phone inquiries regarding online orders, providing accurate and updated status information. Conducted callbacks to ensure customer satisfaction and ensured timely resolution of open cases and complaints.

Customer Service Phone Support Order Management Callbacks Complaint Resolution

SpEd Teacher

Adam Jennie's Christian Center for Special Children

Jan 2014 - Dec 2015 (1 year 11 months)

Evaluated enrollees based on individual cases. Prepared certifications of grades and enrollment for legal purposes and coordinated school invitations, meetings, and special events.

Special Education Student Evaluation Certification Preparation Event Coordination American Sign Language