Open to opportunities

Cheryl Tayag

@cheryltayag

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Experienced customer support and technical support specialist with strong workforce coordination skills.

Philippines

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What I'm looking for

I seek a role leveraging my technical support and workforce coordination experience in a collaborative company that values clear processes, growth, and stable compensation.

I am an experienced customer service and technical support specialist with extensive work in telecommunications, consumer electronics, and remote workforce coordination. I have supported major brands such as Telstra, Samsung, Bose, Citibank/GE Recoveries and worked remotely as a Workforce Specialist handling multilingual staff allocation and onboarding.

My strengths include technical troubleshooting (ADSL, wireless, modem setup), customer escalations and service recovery, collections, and documenting and reporting operational metrics. At Strikingly I built monthly reporting pages, maintained trackers, conducted onboarding calls, verified translations and applicant backgrounds, and provided Skype-based trainee support.

I am detail-oriented, accustomed to high-volume inbound/outbound call environments, and skilled with Windows, Microsoft Office, basic HTML and web design. I seek roles where I can apply my operational coordination, technical support experience, and customer-focused problem solving to help teams deliver reliable service.

Experience

Work history, roles, and key accomplishments

Workforce Specialist

Strikingly

Aug 2023 - Feb 2024 (6 months)

Managed multilingual staff allocation and onboarding for Hungarian, Finnish, Slovak, Thai, English, and Indonesian applicants, improved onboarding throughput and maintained daily trackers and monthly reports. Conducted exam reviews, background verifications and Skype support to resolve trainee tooling issues.

Onboarding Reporting Skype Data Tracking

Customer Service Associate

Teleperformance

Apr 2018 - Feb 2019 (10 months)

Handled inbound support for BOSE products, providing technical troubleshooting, order and delivery updates, and resolving customer inquiries to maintain service satisfaction. Escalated complex issues and documented case resolutions.

Technical Support Customer Service Troubleshooting CRM Knowledge Base

Activations Support

Telstra

May 2010 - Apr 2018 (7 years 11 months)

Supported ADSL service activations and hybrid service recovery, troubleshooting installations and modem issues, coordinating deliveries and service calls while providing remote configuration and escalations. Conducted outbound SR follow-ups and maintained high first-contact resolution.

ADSL Support Activation Troubleshooting Remote Configuration Service Recovery Escalation Management Ticketing Systems

Collections Agent

NCO Group

Jan 2009 - May 2010 (1 year 4 months)

Managed delinquent accounts for Citibank and GE Recoveries, making outbound collections calls, negotiating settlements, processing payments and documenting transactions to meet recovery targets. Utilized assertive communication to achieve collection goals.

Collections Debt Recovery Outbound Calling Payment Processing Negotiation IVR Data Entry Compliance

Technical Support Representative

Telus International

Jul 2007 - Jan 2009 (1 year 6 months)

Provided tier-1 technical support for Samsung devices (Digimax, camcorders, DVD/Blu-ray, home theater), performing troubleshooting, firmware assistance, repair request processing and first-call resolutions to improve customer satisfaction.

Tier 1 Support Firmware Troubleshooting Product Support Call Resolution

Customer Service Representative

Teleperformance

Apr 2007 - Jun 2007 (2 months)

Handled inbound support for Sprint customers, resolving issues related to phones, plans and billing through phone support and product knowledge. Escalated unresolved issues appropriately.

Inbound Troubleshooting Billing Support Product Knowledge

Technical Support Representative

Intuit

Nov 2006 - Apr 2007 (5 months)

Provided chat and email technical support for TurboTax users, guiding customers through software errors, building product confidence and promoting additional services when applicable.

Chat Support Email Support Product Promotion Ticketing Systems

Customer Service Associate

Netopia Internet Café

Mar 2006 - Nov 2006 (8 months)

Operated billing server, handled daily sales and time reports, performed basic technical tasks (CD burning, scanning, printing), inventory updates and customer assistance in a café setting.

Reporting Inventory Management Technical Support Customer Service Cash Handling

Computer Personnel

Universe Cybercafé

Aug 2005 - Mar 2006 (7 months)

Assisted customers with internet use and Microsoft Office applications, performed cashiering, inventory checks, basic design and printing tasks, and handled deliveries and store operations.

Microsoft Office Customer Training Cashiering Inventory Management Technical assistance

HR Intern

BPI

Nov 2000 - Jan 2001 (2 months)

Encoded and merged employee databases for two banks, performed clerical tasks, processed applicant test exams and supported HR administrative functions during internship.

Data Entry HR & Administration Clerical Support Database Management Exam Processing Office Administration

Education

Degrees, certifications, and relevant coursework

Informatics Computer Institute

Diploma in Computer Studies, Computer Science

Activities and societies: Certification achievements in Aldus PageMaker, PowerPoint, Pascal Programming, SQL Programming, and Cambridge Local Examination Syndicate Microsoft Word Processing.

Completed a Diploma in Computer Studies with a major in Computer Science in 2001, focusing on practical IT and software skills.