Jhocel Malicsi

I am a customer support specialist with experience across billing, technical troubleshooting, and sales for telecommunications and service-provider platforms. I have supported U.S. and Australian accounts in both voice and non-voice channels, and transitioned between frontline and back-office roles to ensure accurate implementation and operation of services.

I have managed inbound customer inquiries, handled billing disputes and refunds, troubleshot product and service issues, escalated complex cases, and used Zendesk to track and resolve tickets for international providers. I have also driven revenue through upsells, renewals, and product recommendations while coordinating with third-party vendors and internal teams.

I take pride in delivering timely, clear, and empathetic support that improves customer experience and provider operations, and I leverage tools like Zendesk, Google Workspaces, Slack, and Asana to ensure efficient ticket resolution and communication.