Malvin Castaño

Handled and maintained the Loyalty App, troubleshooting EPoS software and hardware for clients worldwide while keeping SLAs on track. Built and maintained Metabase SQL dashboards tracking voucher redemption and scan metrics, and led QA testing for web and mobile releases.

Handled multi-channel technical support for omni-channel POS systems, keeping first-contact resolution high. Documented customer interactions and checked integration compliance across merchant accounts.

Supported North American employees via live chat and email, logging tickets and resolving questions on benefits, payroll, and attendance. Followed HR processes and data privacy protocols closely when handling sensitive employee information.

Provided Tier 2 support for photovoltaic energy systems and wireless hardware monitoring. Followed EHSQ compliance standards during remote diagnostics and site escalations.

Handled high-volume technical inquiries, broadband diagnostics, and fiber internet setups for consumer accounts. Wrote internal troubleshooting docs and SOPs that improved team escalation workflows.

Managed retail store operations and inventory, consistently exceeded sales quotas.

Supervised in-house and 3PL distribution, handled sales forecasting and new account acquisition.

Pursued a Bachelor of Science in Electronics and Communication Engineering at the Polytechnic University of the Philippines, Taguig Campus.