At Dialpad, Inc., I handled escalated customer and technical issues, investigated root causes, and supported customers with SMS registration, number porting, account configuration, and feature setup.
I performed quality assurance and user acceptance testing, writing test cases and validating fixes before release. I also reviewed customer records and call activity to document findings for engineering and product teams.
I wrote and maintained knowledge base articles, FAQs, and training materials, and helped define procedures for complex cases. I also coached and mentored junior team members on troubleshooting and documentation.
Before Dialpad, I built workforce schedules and analyzed staffing data at Convergys Philippines Inc. At Ellora Telecom Philippines, I resolved hardware, software, and connectivity issues and created support documentation that reduced the time needed to answer inquiries by 90%.
