Open to opportunities

Lyka Geneta

@lykageneta

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Customer Support Specialist and technical support trainer focused on fast resolutions and better teams.

Philippines

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What I'm looking for

I’m looking for a role where I can deliver fast, compliant customer resolutions and help improve support operations—while also training and developing teammates to maintain consistently excellent service quality.

I’m a results-driven customer support professional with 4+ years of experience across customer service, technical support, and employee development. I combine troubleshooting, clear communication, and careful documentation to resolve issues quickly and consistently.

I support customers through phone, email, chat, and ticketing systems, handling hardware, software, and network concerns when they arise. I maintain accurate CRM records while following HIPAA, data privacy, and compliance standards to protect customer information and strengthen trust.

I also work cross-functionally to escalate complex cases to engineering teams and contribute to process improvements that enhance customer satisfaction. I focus on improving operational effectiveness through better workflows, sharper follow-up, and accurate tracking of customer interactions.

Alongside support, I lead training programs for new and existing employees. I develop training materials, evaluate learning outcomes, manage virtual learning resources, and keep training records to support performance and process compliance—so teams deliver high-quality service from day one.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist - Freelancer

Pharmaceutical Company

Mar 2025 - Apr 2026 (1 year 1 month)

Provided customer support to healthcare professionals and customers via phone, email, and chat, resolving issues in a timely manner. Maintained compliant CRM records and supported order processing while following HIPAA and data privacy standards.

Customer Support Phone Support Email Support Live Chat CRM HIPAA compliance Data Privacy Compliance Order Processing Issue Resolution Documentation

Technical Support Engineer

Telus International

Jul 2024 - Mar 2025 (8 months)

Provided technical support via email, chat, and ticketing systems, resolving hardware, software, and network issues. Documented cases in CRM while maintaining confidentiality and escalated complex issues to engineering teams.

Technical Support Troubleshooting Hardware Support Software support Network Troubleshooting Email Support Live Chat Ticketing Systems Technical Escalation Confidentiality Process Improvement

Customer Service Representative

Teletech

Apr 2023 - Jan 2024 (9 months)

Handled healthcare customer inquiries, service requests, and issue resolution through inbound calls. Provided product information and troubleshooting support while documenting interactions using Softphones and Knowledge Central.

Customer Service Inbound Calls Healthcare Support Product Support Troubleshooting Softphones Knowledge Central Customer Issue Documentation

Trainer

Afni Philippines

Facilitated training programs for new and existing employees by developing training materials and evaluating learning outcomes. Maintained training records and supported employee development through virtual learning resources.

Employee Training Training Facilitation Training Development Training Records Process Compliance

Education

Degrees, certifications, and relevant coursework

Polytechnic University of the Philippines

Bachelor of Science in Business Administration, Marketing Management

2018 - 2020

Earned a Bachelor of Science in Business Administration with a focus on Marketing Management from Polytechnic University of the Philippines (2018–2020).