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Joshua Alanunay

@joshuaalanunay

5+ years of remote multichannel customer service professional delivering results, KPI-driven QA, CRM accuracy, and graveyard shift coverage.

Philippines

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What I'm looking for

I’m looking for a remote role where I can own multichannel customer support for US-facing clients, hit KPIs consistently, and use Salesforce/Google tools to resolve complex issues end-to-end—especially on US graveyard shifts.

I’m a customer service professional with 5+ years of remote, multichannel experience supporting US-based clients through phone, email, chat, and SMS. I’m known for closing every interaction cleanly—without loose ends—while staying calm and precise during high-volume, graveyard shift operations.

At Cognizant and TTEC, I consistently delivered KPI performance from month one, including 95–100% QA scores and strong first contact results (98–100% First Call Resolution at Cognizant). I handle 60+ inbound interactions daily at Cognizant and 50+ calls plus 50–60 emails daily at TTEC, resolving complex inquiries in real time while updating CRM records during live conversations.

Before support operations, I worked as a Data Operations Analyst in research and lead generation, where I researched and validated 80–100+ company profiles daily with 95–100% data accuracy. That same attention to detail carried into HIPAA-regulated work—building structured databases, performing quality checks, and ensuring no duplicates or conflicting records before submission.

Experience

Work history, roles, and key accomplishments

Senior Process Executive

Cognizant Technology Solutions Philippines Inc.

Mar 2025 - Mar 2026 (1 year)

Handled 60+ inbound customer interactions daily across phone, email, and chat, resolving complex inquiries with 5–7 minute average handle times. Maintained 95–100% QA scores and 98–100% first call resolution, updating Salesforce records in real time while meeting all KPIs and same-day SLA targets.

KPI Management Salesforce CRM First Call Resolution & QA Escalation Handling Microsoft Teams SLA Management

Customer Service Representative

TTEC Philippines

Oct 2023 - Mar 2025 (1 year 5 months)

Managed 50+ inbound calls and 50–60 emails daily for loyalty members, handling complaints, escalations, claims, and booking inquiries while sustaining consistent first contact resolution. Verified loyalty and flight data with Amadeus GDS, maintained 95–100% quality scores, and ensured escalations were resolved within SLA with no aging cases.

Loyalty program support Quality Assurance Escalations Written Communication

Data Operations Analyst

Sourcescrub Philippines Inc.

Oct 2019 - Jan 2023 (3 years 3 months)

Researched and validated 80–100+ company profiles daily using Google, LinkedIn, and industry databases, sustaining 95–100% data accuracy and meeting volume targets without supervision. Built structured profile databases, tracked event participation data, and performed quality checks to flag duplicates or inaccuracies before database submission, including HIPAA-regulated healthcare data work.

Lead Profile Database Building Data Quality HIPAA