Looking for a job

Louie Noel Guino-o

@louienoelguino-o

Empathetic client support specialist with 4+ years optimizing CX, coaching teams, and resolving technical and billing issues.

Philippines

Message

What I'm looking for

I seek a customer-focused role where I can coach teams, improve workflows, handle technical/billing inquiries, and contribute to retention and growth.

I am an empathetic and detail-oriented client support specialist with 4+ years of experience in customer support, account management, billing, and technical assistance.

I bridge communication between clients and companies, simplify complex issues, and guide clients toward confident decisions while documenting and improving workflows.

I have led training for CSRs and Partner Success Managers, conducted hiring interviews and mock calls, and provided 1-on-1 coaching to improve KPI performance.

My strengths include time management, team coaching, knowledge base creation, call-flow adherence, angry-caller handling, and driving retention and upsell opportunities.

Experience

Work history, roles, and key accomplishments

Client Support Specialist

DirecTV

Jan 2022 - Dec 2023 (1 year 11 months)

Handled account activations, cancellations, retentions, and suspensions while managing multiple accounts per customer; sold and upgraded internet and streaming packages to meet client needs and improve retention.

Customer Support Account Management Retention Upselling Billing Troubleshooting CRM

Chat Support Specialist

DoorDash

Jan 2022 - Dec 2023 (1 year 11 months)

Resolved delivery and quality complaints in a high-volume chat environment within 10-minute SLAs, issued refunds, assessed food safety concerns, and investigated potential credit abuse.

Chat Support Written Communication Dispute Resolution Refunds Quality Assurance Fraud Investigation Time Management Customer Satisfaction

Trainer / CSR Coach

VXI Global Holdings BV

Jan 2021 - Dec 2023 (2 years 11 months)

Delivered training and 1-on-1 coaching to CSRs, mentors, and managers, led six CSR and two Partner Success Manager cohorts, improved workflows and knowledge base documentation to boost KPI performance.

Training Coaching Mentorship Recruitment Process Improvement

Client Support Specialist

SiriusXM

Jan 2020 - Dec 2022 (2 years 11 months)

Assisted customers with billing inquiries, account reactivations and cancellations, troubleshooted connection issues, and promoted subscription upgrades to increase retention and revenue.

Billing Support Troubleshooting Customer Retention Sales Communication Promotion

Education

Degrees, certifications, and relevant coursework

Mindanao Polytechnic College

Bachelor of Science, Marine Transportation

2014 -

Completed coursework toward a Bachelor of Science in Marine Transportation beginning in 2014; focused on maritime operations and related technical subjects.