Open to opportunities

Lyza Joanna Del Mundo

@lyzajoannadelmundo

Message

Customer-focused technical support specialist driving fast resolutions and product-led improvements.

Philippines

Message

What I'm looking for

I seek a customer-focused role where I can combine technical troubleshooting, training, and cross-functional collaboration to improve product quality and customer experience.

I am a customer and technical support specialist with proven success resolving complex platform issues and improving customer satisfaction. I consistently deliver fast, high-quality support across chat, email, and phone while partnering with engineering and product teams to drive fixes.

At GoDaddy/Re:amaze I handled 100+ daily interactions, achieved a 95% same-day resolution rate, and led training that improved trial-to-paid conversion. I streamlined workflows using Asana, Google Workspace, and Notion to reduce response times and repeat tickets.

Previously at HBO Max I managed 150+ daily tickets, authored troubleshooting scripts and knowledge-base content, and maintained a 98% same-day resolution rate while reducing escalations and accelerating developer fixes.

I bring strengths in digital marketing, ecommerce platform optimizations, SEO, and cross-functional collaboration, and I enjoy mentoring teammates, improving operational processes, and delivering measurable customer and business outcomes.

Experience

Work history, roles, and key accomplishments

Technical Support Trainer

GoDaddy Inc.

Apr 2023 - Nov 2025 (2 years 7 months)

Provided remote technical support for GoDaddy and Re:amaze, resolving 95% of issues within 24 hours and increasing customer satisfaction by 30%; trained new agents and streamlined workflows to reduce response time by 25%.

Customer Support Troubleshooting Training Asana Google Workspace Notion Escalation Management

Ecommerce Manager

Publish with Ashley

Jul 2022 - Mar 2025 (2 years 8 months)

Managed Shopify, Etsy, and Amazon stores improving email automation and SEO-optimized listings that boosted sales and organic traffic while growing a Facebook community to increase engagement.

Shopify Etsy Amazon SEO Email Automation Social Media Management Product Listing Optimization Google Analytics

Ecommerce Manager

Island Teachers

Oct 2022 - Apr 2023 (6 months)

Optimized product listings and SEO to achieve 20% higher conversion and 15% revenue growth in one month, and drove 30% follower growth with social media strategies.

SEO Product Listing Optimization Social Media Marketing Creative Direction Analytics Shopify

Technical Support Specialist

HBO Max

Jul 2019 - Jul 2022 (3 years)

Delivered multichannel technical support resolving 98% of tickets same-day, authored troubleshooting guides that cut escalations by 25%, and collaborated with engineering to fix playback and CDN issues.

Multichannel Support Troubleshooting Ticketing Systems Escalation Management Playback Diagnostics

Education

Degrees, certifications, and relevant coursework

Pamantasan ng Lungsod ng Pasig

Bachelor of English Secondary Education, English Secondary Education

Grade: 4.25

Activities and societies: Copywriter of Lundayan Journalism

Completed a Bachelor of English Secondary Education degree with a 4.25 GPA and recognized as President’s Lister; contributed as a copywriter for Lundayan Journalism.