Angel Mae Racho
@angelmaeracho
Account Service Specialist at Teleperformance handling billing, refunds, payment disputes, and technical support across calls and chat.
PhilippinesWhat I'm looking for
At Teleperformance, I handled billing, payments, refunds, and dispute resolution as an Account Service Specialist, first through calls and then live chat. I used Salesforce CRM and Genesys Cloud to manage customer interactions and document cases.
In my Technical Support calls role, I trained to troubleshoot Tier 1–3 equipment issues involving sensors, cameras, apps, door locks, and thermostats. I also handled technical sales, including service plans, equipment upgrades, and discounts.
Experience
Work history, roles, and key accomplishments
Trained as a Technical Support Expert, handling equipment issues across Tier 1–3. Provided troubleshooting and support with a focus on customer satisfaction, and handled technical sales including service plans and equipment upgrades.
Assisted customers via live chat support with billing inquiries, account details, refunds, and account updates. Managed multiple chat conversations simultaneously while ensuring quality service and timely responses.
Handled customer inquiries related to billing, payments, refunds, and dispute resolution through inbound and outbound calls. Consistently improved performance, surpassing KPIs such as AHT, CR, CSAT, and attendance metrics.
Education
Degrees, certifications, and relevant coursework
Cebu Technological University
Bachelor of Science in Business Management, Marketing Management
Pursued a Bachelor of Science in Business Management major in Marketing Management, with an expected completion in 2025.
San Jose National High School
Senior High School Diploma, Accountancy, Business, and Management
Completed Senior High School with a focus on Accountancy, Business, and Management.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Job categories
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