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Debbiann Don Juan

@debbianndonjuan

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I resolve complex customer escalations and improve support quality, SLAs, and team performance.

India

Message

What I'm looking for

I'm seeking senior customer support, quality analyst, or operations roles where I can resolve escalations, improve processes, maintain strong quality and SLA performance, and mentor scalable support teams.

At Google Operations Center, I handle complex Google Business Profile cases, evaluate client eligibility, manage business profiles, and support L1 agents through escalations. I've maintained 95%+ quality and SLA metrics while consistently exceeding performance targets by 80%.

I've improved customer satisfaction through rapid chat and email resolution, built and mentored an L3 support team with 100% retention, and collaborate across teams to address root causes. My experience also includes technical support at CA Technologies, banking operations at HSBC, and customer service at Amazon.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Support Advocate

Current

Google Operations Center

Sep 2020 - Present (6 years)

Served as Process Consultant for Google Business Profile, handling complex premium cases and escalations. Maintained 95%+ quality and SLA metrics while mentoring L3 support team.

Customer Support Escalation Management Quality Assurance SLA Management Process Improvement Team Mentoring Data Analysis Google Business Profile

Customer Service – Technical Support

CA Technologies

Jun 2018 - Dec 2018 (6 months)

Provided IT support via calls, chats, and service desk tickets, diagnosing and resolving hardware, software, and application issues. Escalated complex incidents and supported training sessions.

Technical Support IT Helpdesk Troubleshooting Customer Service Incident Management

Banking Operations Associate

HSBC Electronic Data Processing India Ltd

Jun 2013 - Sep 2016 (3 years 3 months)

Upgraded retail customers to Premier & Advance segments through inside sales support while ensuring compliance. Managed deceased customer account processing and reactivated dormant accounts.

Banking Operations Customer Service Compliance Documentation Data Analysis Inside Sales

Customer Service Associate

Amazon

Jul 2012 - Feb 2013 (7 months)

Assisted customers via chat and email for products, orders, and services, resolving issues with a customer-focused approach. Consistently achieved high customer satisfaction and sales targets.

Customer Service Live Chat Email Support Problem Solving Sales

Event Coordinator

Freelancer

Jun 2010 - Mar 2012 (1 year 9 months)

Coordinated end-to-end event management activities including budgeting, planning, and client servicing. Promoted brands through on-ground brand engagement activities.

Event Management Budgeting Client Servicing Brand Promotion Marketing