Louie Noel Guino-o
@louienoelguino-o
Empathetic client support specialist with 4+ years optimizing CX, coaching teams, and resolving technical and billing issues.
What I'm looking for
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.
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.
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.
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.
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.
Availability
Location
Authorized to work in
Salary expectations
Job categories
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