Open to opportunities

Jerick Afan

@jerickafan

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Customer service professional specializing in technical support, outbound sales, and quality assurance.

Philippines

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What I'm looking for

I seek a customer-facing role offering technical support or outbound sales with opportunities to coach, improve processes, and drive measurable results.

I am a customer service professional with years of experience supporting telecom, streaming, e-commerce, and healthcare accounts across voice, email, and live chat channels. I have handled technical and billing support, ticketing, subscriptions, and account recovery for clients such as AT&T, Disney+, Wayfair, and Virgin Media.

My background includes roles in quality analysis, outbound sales, and collections where I evaluated call quality, enrolled business clients, and recovered judgments while maintaining strong customer satisfaction. I consistently apply multitasking, communication, and leadership skills to improve outcomes and processes.

I am detail-oriented, adaptable, and focused on delivering clear, empathetic support while driving results through upselling, enrollment programs, and technical troubleshooting.

Experience

Work history, roles, and key accomplishments

Customer and Tech Support

Sutherland Global Services

Sep 2024 - Feb 2025 (5 months)

Provided account and technical support for Disney+ and Hulu viewers, resolving account issues and technical problems across channels.

Technical Support Account Management Troubleshooting

Outbound Sales Representative

HealthyBOS

Apr 2024 - Jul 2024 (3 months)

Placed outbound calls to patients to assist with reordering medical supplies for Adapt Health PCS, maintaining patient ordering continuity.

Outbound Sales Patient Support Order Management CRM

Outbound Collections Representative

Magellan Solutions

Jun 2023 - Aug 2023 (2 months)

Made outbound calls to businesses and consumers to offer services for recovering judgments on behalf of Credit International.

Collections Outbound Calling Negotiation Accounts Receivable

Outbound Sales Representative

FPS Tech

Aug 2022 - Sep 2022 (1 month)

Enrolled qualified business owners in a complimentary program for Wayfair B2B, driving program sign-ups through outbound outreach.

Outbound Sales Lead Qualification Outbound Outreach Cold Calling CRM

Customer Service Representative

CGS

May 2021 - Sep 2021 (4 months)

Managed modifications and cancellations for hotel and car reservations for Hotwire.com customers, improving booking resolution rates.

Reservation Support Customer Service Booking Modifications Communication Problem Solving

Customer Service Representative

FCGES

Oct 2019 - Apr 2021 (1 year 6 months)

Assisted customers via voice, email, and live chat on account and subscription issues, and moderated chats for AirG.

Live Chat Support Email Support Account Management Multitasking

Technical Support

Concentrix

Apr 2019 - Aug 2019 (4 months)

Provided Microsoft Concierge support, assisted customers with basic troubleshooting, malware issues, and upsold advanced support plans.

Technical Support Troubleshooting Upselling Phone Support Customer Service

Quality Analyst

TestInc.

Sep 2018 - Mar 2019 (6 months)

Evaluated Berlitz test takers and assessed call center agent performance to ensure quality standards and compliance.

Quality Assurance Évaluation Reporting

Event Organizer

Rakista.com

Aug 2013 - Mar 2019 (5 years 7 months)

Handled ticket and beer sales and distributed promotional leaflets for JAMELLE promotions during seasonal events, supporting event operations and customer service.

Event Operations Ticketing Sales Promotion Customer Service Merchandising