Angelica Kaye Umipig
@angelicakayeumipig
Customer and technical support specialist delivering reliable troubleshooting and excellent service.
PhilippinesWhat I'm looking for
I am a customer and technical support specialist with years of hands-on experience resolving software, account, billing, and connectivity issues across email, phone, and chat channels.
I have supported teams at KMC Solutions, Cambridge University Press and Assessment, ATOS, and Concentrix—improving ticket workflows, creating documentation, and collaborating with engineering to escalate and resolve complex problems.
I am proficient with Salesforce, Zendesk, ServiceNow, Active Directory, Okta, Microsoft 365, Google Workspace and other support tools, and I focus on clear communication, timely resolution, and continuous process improvement.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
KMC Solutions
Sep 2024 - Feb 2025 (5 months)
Resolved software, subscription, billing, and account inquiries via email and escalated complex technical issues, improving ticket resolution timeliness and support quality. Collaborated with cross-functional teams and maintained detailed records to streamline support processes.
Application Support Technician
Cambridge University Press and Assessment
Oct 2023 - Jul 2024 (9 months)
Troubleshot and resolved software application issues via phone, email, and chat, partnering with development teams to improve application performance and maintain high customer satisfaction. Created and updated documentation and knowledge-base articles to reduce recurring incidents.
ATProvided hardware, software, network, and account support via phone, email, chat, and remote assistance, diagnosing system and network issues and managing user access to ensure operational continuity. Logged and tracked incidents in a ticketing system to ensure timely resolution.
Technical Support Representative
Concentrix
Aug 2012 - Aug 2015 (3 years)
Provided phone-based internet connection and account support, executed account verification protocols, and recorded issues in a ticketing system while escalating complex cases to maintain service quality. Improved call handling efficiency using Avaya and Microsoft 365 tools.
Education
Degrees, certifications, and relevant coursework
PPPolytechnic University of the Philippines
Bachelor of Science, Tourism Management
2008 - 2012
Completed a Bachelor of Science in Tourism Management, focusing on tourism operations and management principles.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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