Open to opportunities

Jhen Lamason

@jhenlamason

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Customer service and technical support specialist with 7+ years improving satisfaction and resolution.

Philippines

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What I'm looking for

I’m looking for a remote or hybrid role where I can use my technical troubleshooting and customer-engagement skills to drive first-contact resolution, support process improvement, and grow into leadership responsibilities.

I am a results-driven customer service and technical support specialist with over seven years of experience across telecom, financial software, home security, and service-based industries. I deliver empathetic, solution-focused assistance, consistently meeting service level agreements while documenting interactions accurately in CRM systems.

My background includes appointment setting, billing support, QuickBooks Desktop and payroll troubleshooting, and device/network technical support. I have a track record of improving appointment show-up rates, reducing repeat contacts through effective escalation and collaboration, and supporting revenue growth through relevant product promotions.

I pride myself on clear communication, process improvement, and cross-functional teamwork that boosts customer retention and operational efficiency. I seek opportunities where I can apply my technical troubleshooting and customer-engagement skills to drive first-contact resolution and measurable business outcomes.

Experience

Work history, roles, and key accomplishments

Technical Support Specialist

Techlog Philippines Inc

May 2024 - Aug 2025 (1 year 3 months)

Provided frontline technical support for mobile devices, resolving activation, connectivity, and warranty issues while meeting SLAs, documenting CRM interactions, and collaborating with tier-2 to reduce repeat contacts and improve resolution efficiency.

Technical Troubleshooting Mobile SLA Management Customer Satisfaction Cross Functional Collaboration

Customer Service & Technical Support

Valor Global

Mar 2022 - Apr 2024 (2 years 1 month)

Managed high-volume billing inquiries and technical troubleshooting for telecom and ADT home security systems, improving retention through first-contact resolution and clear escalation procedures.

Billing Support Home Security Systems Escalations Account Management Customer Retention First Contact Resolutions Technical Support

QuickBooks Desktop Support

Sykes Asia

Sep 2019 - Feb 2022 (2 years 5 months)

Guided clients through QuickBooks Desktop installation, payroll configuration, and bank reconciliation troubleshooting, ensuring accurate financial records and supporting clients for tax and audit readiness.

Quickbooks Payroll Support Bank Reconciliation client support Troubleshooting

Customer Service Representative

Customer Contact Channels

Mar 2017 - Jul 2018 (1 year 4 months)

Handled billing, plan, and payment inquiries for T-Mobile and Spirit Airlines, coordinated flight changes and rebookings, and identified upsell opportunities while maintaining detailed account documentation.

Billing Support Account Management Upselling Travel Coordination Payment Processing Itinerary Updates Documentation

Customer Service Representative

A1 Home Improvement

Scheduled and confirmed residential roofing service appointments, improving show-up rates through reminders and proactive rescheduling while maintaining accurate CRM records and delivering professional first-contact support.

Appointment Setting Scheduling Customer Engagement Lead Qualification Calendar Management