Kimberly Ann Umali
@kimberlyannumali
Customer support specialist skilled in technical troubleshooting and empathy.
PhilippinesWhat I'm looking for
I am a dedicated, solution-oriented support professional with 9 years of combined customer and technical support experience, delivering high customer satisfaction through clear communication, remote diagnostics, and knowledge-base development. I consistently bridge the gap between technical teams and end users, escalate complex issues appropriately, and provide human-first resolutions across chat, email, phone, and support tools.
At Podium I helped customers maximize product value and communicated feedback to product teams; at TELUS I provided operations-level technical assistance and resolved hardware, software, and connectivity issues while supporting high call/chat volumes. I am proficient in MS Office, familiar with platforms like Salesforce, HubSpot, JIRA and Twilio, and motivated to drive client success through empathy, efficiency, and continuous improvement.
Experience
Work history, roles, and key accomplishments
Product Support Expert
Podium
Aug 2023 - Mar 2025 (1 year 7 months)
Delivered human-first support across chat, email and phone, troubleshooting customer inquiries and escalating complex issues to technical specialists while providing product feedback to improve customer value.
Operations Technical Support Rep II
Telus International Philippines
Apr 2018 - Apr 2023 (5 years)
Provided technical assistance to technicians and partners by diagnosing and resolving software and hardware issues via calls, chat and email, maintaining up-to-date technical knowledge and collaborating to resolve complex problems.
Customer Service Representative
Telus International Philippines
Sep 2014 - Apr 2018 (3 years 7 months)
Resolved product and service issues for Dell customers through high-volume phone, email and chat interactions, analyzed customer needs to recommend solutions and maintained accurate account records.
Education
Degrees, certifications, and relevant coursework
Our Lady of Fatima University - Antipolo Branch
Bachelor of Science in Nursing, Nursing
2008 - 2012
Completed a Bachelor of Science in Nursing program focused on clinical nursing competencies and patient care.
Antipolo National High School
High School Diploma, Secondary Education
2004 - 2008
Completed secondary education with general academic coursework preparing for tertiary studies.
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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