Divine Agcaoili
@divineagcaoili
Experienced customer service professional specializing in billing, technical support, and content moderation.
PhilippinesWhat I'm looking for
I am an experienced customer service professional with over eight years supporting billing, technical issues, and content moderation across high-volume platforms.
I have worked in chat, email, and in-house moderation roles, consistently recognized for performance excellence and maintaining high standards for safety and legal compliance.
My background includes developing and improving processes, organizing team scorecards, training new hires, and escalating issues to appropriate departments to ensure timely resolution and customer satisfaction.
I am proficient with Zendesk, Salesforce, Microsoft Office, Google Drive Apps, and other support tools, and I bring strong communication, organizational skills, and a focus on continuous improvement to every role.
Experience
Work history, roles, and key accomplishments
Content Moderator L2
Bytedance Philippines Inc.
May 2023 - Aug 2025 (2 years 3 months)
Provided content moderation for TikTok, delivering AI search results and policy feedback while ensuring legal compliance and safety; coordinated with supervisors to manage policy-violating content.
CSR III (Billing Support)
Telus International Philippines Inc.
Oct 2017 - Nov 2022 (5 years 1 month)
Handled inbound chats and emails for billing and product issues, maintained professionalism to ensure customer satisfaction, and escalated complex issues to appropriate teams.
Customer Service Professional (Chat Support)
Convergys
Jul 2013 - May 2015 (1 year 10 months)
Resolved billing and technical issues for an Internet TV provider via live chat, served as SME by training and coaching new chat agents, and updated customer records to improve efficiency.
Chat Support Representative
Pthipinas Teleserv, Inc.
May 2011 - Mar 2013 (1 year 10 months)
Handled technical, billing and general inquiries for a local telco via chat and SMS, investigated disputed charges, and maintained accurate customer documentation for reference.
Helpdesk Operator
Interactive Entertainment Solutions Technologies Inc.
Nov 2006 - Mar 2011 (4 years 4 months)
Provided IT helpdesk support by responding to end-user requests and guiding users through troubleshooting steps to resolve technical issues within the organization.
Education
Degrees, certifications, and relevant coursework
TPTechnological University of the Philippines
Bachelor of Technology, Computer Operations
2017 - 2022
Completed a Bachelor of Technology in Computer Operations at the Technological University of the Philippines from October 2017 to November 2022.
TESDA Las Piñas Manpower Training Center
TESDA NC II Certification, Computer Technician
2006 - 2006
Completed TESDA NC II certification for Computer Technician.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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