Open to opportunities

Marc Louise Grefalda

@marclouisegrefalda

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Customer-centric support professional with 9+ years of experience.

Philippines

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What I'm looking for

I am looking for a role that values customer satisfaction, offers growth opportunities, and fosters a collaborative environment.

I am a customer-centric support professional with over 9 years of experience, including 6 years in SaaS and technical support. My expertise lies in providing exceptional service through live chat and email support, utilizing tools like Zendesk and SnapEngage. I have a proven track record of handling up to 5 simultaneous chats while maintaining high satisfaction scores, showcasing my ability to thrive in high-pressure environments.

Throughout my career, I have been dedicated to resolving technical issues for both Windows and macOS users, ensuring that customer concerns are addressed with empathy and professionalism. My collaborative approach has allowed me to work closely with product and QA teams to relay customer feedback and improve user experience. I take pride in consistently meeting or exceeding QA and SLA targets, contributing to team KPIs and enhancing overall support processes.

Experience

Work history, roles, and key accomplishments

Technical Support Representative

Topdata | Reimage | Exacot Philippines

Jan 2019 - Jan 2025 (6 years)

Provided Tier 1 support via live chat and email, resolving technical issues for Windows and macOS users. Delivered empathetic and professional service in high-stress interactions while collaborating with product and QA teams to relay customer feedback and improve UX.

Zendesk SnapEngage Windows MacOS Process Improvement

Customer Service Representative

Telus International Philippines

Jan 2015 - Jan 2019 (4 years)

Handled customer queries via email support, including billing, accidents, and cleaning incidents. Resolved Tier 2 concerns and coordinated compensation solutions while maintaining accuracy and timeliness in ticket handling and escalations.