Looking for a job

Jose Augustine Illescas

@joseaugustineillesca

Customer support agent at Deel who troubleshoots healthcare integrations and improves onboarding and escalation workflows.

Philippines

Message

What I'm looking for

I’m looking to contribute my technical support and workflow improvement experience in an organization where I can help provide seamless technical support, optimize workflows, and make a measurable business impact.

At Deel Philippines EOR Services Inc., I provide email and chat technical support for clinicians, troubleshoot integrations, and coordinate escalations with engineering. I also create knowledge-base content and process improvements that have accelerated resolutions, reduced repeat contacts, and improved onboarding and escalation workflows.

At Sutherland Global Services, I progressed from frontline technical support to Lead – Account Management, managing Tier 3 escalations as the client point of contact and coaching teams. I oversaw KPIs and reporting, and spearheaded AI automation projects to streamline workflows and reduce manual effort.

Experience

Work history, roles, and key accomplishments

Customer Support Agent

Deel Philippines EOR Services Inc.

Jan 2025 - Jun 2026 (1 year 5 months)

Provided email and chat technical support for clinicians, troubleshooting integrations, managing CRM and ticket lifecycles, and coordinating escalations with engineering. Created knowledge-base content and process improvements to accelerate resolutions and reduce repeat contacts.

Technical Troubleshooting CRM Ticket Management Escalation Management Knowledge Base Creation Process Improvement Healthcare Integration

Technical Support

Teleperformance Philippines

Nov 2020 - Jan 2025 (4 years 2 months)

Delivered technical and billing support via chat, resolving customer concerns and facilitating smooth escalations. Implemented process enhancements that reduced handling time and boosted satisfaction scores.

Technical Support Billing Support Live Chat Escalation Management Process Improvement Customer Satisfaction

Virtual Assistant

A-One Virtual Business Solutions Inc.

Jan 2020 - Jul 2020 (6 months)

Handled CRM systems, social media ad placements, and client reporting, helping streamline marketing workflows and improve data accuracy.

CRM Social Media Management Ad Placements Client Reporting Data Accuracy

Lead – Account Management

Sutherland Global Services

Sep 2013 - Dec 2019 (6 years 3 months)

Progressed from frontline technical support to Lead of Account Management, managing Tier 3 escalations as client point of contact, mentoring and coaching teams, and overseeing KPIs and reporting. Spearheaded AI automation projects to streamline workflows and reduce manual effort.

Technical Support Escalation Management Team Mentoring Coaching KPI Monitoring Reporting AI Automation Process Improvement

Loan Quality Analyst / Loan Documents Analyst

JP Morgan Chase Bank NA

Sep 2011 - Sep 2013 (2 years)

Ensured accuracy of loan files, conducted employment verifications, flagged compliance issues, and introduced process improvements that enhanced efficiency and data integrity.

Loan Quality Document Analysis Employment Verification Compliance Process Improvement Data Integrity

Consultant

Sutherland Global Services

Feb 2009 - Aug 2011 (2 years 6 months)

Served as a Loan Quality and Documents Analyst for a financial account, ensuring accuracy of loan files, conducting employment verifications, flagging compliance issues, and introducing process improvements.

Loan Quality Document Analysis Employment Verification Compliance Process Improvement