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Katrina Villanueva

@katrinavillanueva

Technical Support Representative at Exacot who troubleshoots customer issues and helps improve support quality through interaction reviews.

Philippines

Message

At Exacot, I monitored customer chat and email interactions using ScoreBuddy, reviewed support records for accuracy and compliance, and analyzed business intelligence data for recurring issues and process improvements.

Previously, I supported customers at Exacot and Sutherland Global Services, Philippines, troubleshooting Windows, Microsoft Office, and account concerns through phone, email, and chat. I also handled customer accounts and orders in collections and customer service roles.

Experience

Work history, roles, and key accomplishments

Quality Assurance Specialist

Exacot

Nov 2020 - Sep 2026 (5 years 10 months)

Monitored and evaluated customer chat and email interactions to measure support quality and compliance using ScoreBuddy. Analyzed business intelligence data to identify trends and opportunities for process improvement.

Scorebuddy Quality monitoring Data Analysis Process Improvement Customer Experience Compliance Documentation

Technical Support Representative

Exacot

Oct 2019 - Nov 2020 (1 year 1 month)

Provided technical and customer support through email and chat using Zendesk. Troubleshot customer technical concerns and communicated clear, step-by-step solutions.

Zendesk Troubleshooting Email Support Live Chat Customer Support Ticketing Systems Documentation

Technical Support Representative – Microsoft

Sutherland Global Services

Mar 2015 - Jul 2019 (4 years 4 months)

Provided technical support for Windows, Microsoft Office, and Microsoft Account services via phone, email, and chat. Diagnosed issues and guided customers through troubleshooting steps.

Windows Microsoft Office Troubleshooting Phone Support Email Support Live Chat Customer Support

Collections Specialist

iQor Philippines

Jul 2014 - Mar 2015 (8 months)

Managed overdue customer accounts and discussed payment options to establish payment plans. Maintained accurate records while handling multiple customer interactions.

Collections Account Management Payment Plans Record keeping Communication Skills

Customer Service Representative – FTD

Sutherland Global Services

Apr 2014 - Jun 2014 (2 months)

Processed customer orders and maintained accurate transaction records. Assisted customers with product-related questions and resolved complaints professionally.

Customer Service Order Processing Product Knowledge Complaint Resolution Attention To Detail