MFMalu Ferrer
@maluferrer
Experienced technical support specialist focused on Tier 2 escalation resolution and customer satisfaction.
PhilippinesWhat I'm looking for
I am a dedicated Tier 2 Technical Support Specialist with over three years of experience in chat-based and email support, escalations, and issue resolution within large global accounts. I specialize in advanced troubleshooting, case management, and acting as a point of contact between support teams and engineering.
At Concentrix supporting the Google account I served as Tier 2 escalation support, filed detailed bug reports, ensured SLA compliance, and supported Tier 1 agents with guidance and complex case handling. Previously, I worked in sales and retention for AT&T and in customer service for Virgin Media UK, where I consistently maintained high customer satisfaction in fast-paced environments.
I bring strong documentation practices, experience with Google Workspace and Microsoft applications, and a customer-first approach to problem solving. I look to join teams where I can continue improving processes, reduce escalations, and contribute to high-quality support outcomes.
Experience
Work history, roles, and key accomplishments
Tier 2 Technical Support
Concentrix
Nov 2022 - Present (3 years 2 months)
Serve as Tier 2 escalation POC for complex Google account and technical issues, filing detailed bug reports and collaborating with engineers to drive timely resolutions while maintaining high customer satisfaction.
Tier 1 Technical Support
Concentrix
Jan 2022 - Nov 2022 (10 months)
Delivered high-volume chat-based technical support resolving account and technical issues, accurately documenting cases and meeting CSAT targets.
Business Sales and Retention Specialist
TSD Global
Jan 2021 - Jan 2022 (1 year)
Analyzed customer data to drive sales and retention strategies, provided tailored solutions to reduce churn and increase account value for AT&T business customers.
Customer Service Representative
Accenture
Sep 2018 - Jan 2021 (2 years 4 months)
Resolved service, billing, and product issues for Virgin Media UK customers, maintaining high customer satisfaction in a fast-paced environment.
Education
Degrees, certifications, and relevant coursework
STI College
Bachelor of Science, Business Management
Completed a Bachelor of Science in Business Management focusing on business principles and management coursework.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Job categories
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