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Ma Ricca Hernandez

@mariccahernandez

Technical Support Representative at Keywords Studios supporting EA mobile, with experience in customer service and fraud management.

Philippines
Message

At Keywords Studios, I provided Player Support for EA mobile from March 2024 to September 2026.

At FIS Global, I handled business-to-business credit cards in Fraud Management, authorizing or banning cards when fraudulent activity or transactions occurred. I also worked as a Collection and Finance Specialist for TMobile at Valor Global Inc.

My experience includes technical support for AT&T Uverse and DirectTV at Concentrix CVG Philippines Inc., and help desk support for NBN at TPG Telecom. I’ve also supported customer service accounts including Kohl's Voice Account and a freelance solar panel campaign for homeowners.

Experience

Work history, roles, and key accomplishments

KS

Technical Support Representative

Keywords Studios

Mar 2024 - Sep 2026 (2 years 6 months)

Provided technical support for EA mobile games, assisting players with issues and ensuring customer satisfaction.

VI

Collection and Finance Specialist

Valor Global Inc

Apr 2022 - Apr 2023 (1 year)

Managed collections and finance tasks for T-Mobile accounts, ensuring timely payments and resolving billing issues.

CollectionsFinanceCustomer Service
TT

Help Desk

TPG Telecom

Dec 2021 - Feb 2022 (2 months)

Provided help desk support for NBN (National Broadband Network) services, assisting customers with connectivity issues.

Help DeskNbnTroubleshooting
CI

Adviser 1, Technical Support

Concentrix CVG Philippines Inc.

Jun 2018 - Dec 2021 (3 years 6 months)

Provided technical support for AT&T Uverse and DirectTV, resolving customer issues and ensuring satisfaction.

Technical SupportAT&T UverseDirecTv
TC

Customer Service

The Results Company

Jan 2018 - Apr 2018 (3 months)

Handled customer service and telesales, assisting customers and driving sales.

Customer ServiceTelesales
AI

Customer Service

[24]7.AI Customer Service Philippines Inc

Oct 2015 - Jan 2018 (2 years 3 months)

Provided customer service for Kohl's Voice Account, handling customer inquiries and support.

Customer ServiceVoice support
BI

Customer Service

BlueBean Inc.

Oct 2016 - Apr 2017 (6 months)

Provided customer service for Globe Telecommunications, assisting customers with their needs.

Customer ServiceTelecommunications
SU

Freelance Solar Panel Campaign

Sunwise

Jan 2013 - Sep 2015 (2 years 8 months)

Managed a freelance solar panel campaign for homeowners, coordinating with subcontractors to book appointments and achieve sales targets.

SalesAppointment SettingSubcontractor Management

Education

Degrees, certifications, and relevant coursework

Far Eastern University logoFU

Far Eastern University

Bachelor of Arts, Mass Communication

2000 - 2002

Pursued a Bachelor of Arts degree major in Mass Communication at Far Eastern University from 2000 to 2002.

Tech stack

Software and tools used professionally

Salesforce logo

Salesforce

Oracle logo

Oracle

Slack logo

Slack

HubSpot logo

HubSpot

Citrix logo

Citrix

Availability

Looking for a job

Location

Philippines

Authorized to work in

Philippines

Salary expectations

80k+ PHP

Job categories

Technical Support RepresentativePlayer Support RepresentativeHelp Desk AgentCustomer ServiceFraud SpecialistCollections and Finance Specialist

Skills

Technical SupportHelp Desk SupportPlayer SupportCustomer ServiceFraud ManagementBusiness Credit Card ManagementCredit Card AuthorizationCollectionsFinanceTelesalesSolar CampaignsCustomer Relationship ManagementClient AttractionSalesforceCitrix

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