Norlito Perante
@norlitoperante
Client Success Specialist and Virtual Assistant delivering high-volume multi-channel support and loyal customer outcomes.
PhilippinesWhat I'm looking for
I’m a client-focused support professional with 10+ years across phone, email, and live chat. I manage high-volume interactions, coordinate across teams, and keep cases accurate with real-time visibility using CRM notes and ticketing systems.
In my roles, I’ve owned end-to-end resolutions—from order issues and delivery delays to refund requests—by using active listening, de-escalation, and proactive follow-ups. I’m especially proud of turning dissatisfied clients into loyal advocates by documenting every step and escalating urgent concerns when needed.
Whether I’m handling 40–50+ live chat interactions per shift or managing escalated tickets with proactive client updates, I stay proactive and organized in fast-paced remote environments. I enjoy improving response quality by identifying recurring pain points and sharing actionable insights that reduce repeat contacts.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
United Call Centers
Jan 2026 - Mar 2026 (2 months)
Managed inbound and outbound client communications via phone and Salesforce Omni-Channel, ensuring accurate case documentation and real-time team visibility. Coordinated with internal managers to escalate urgent concerns and resolve sensitive, high-priority client cases.
Customer Service Representative
PlanetArt
Nov 2025 - Dec 2025 (1 month)
Provided multi-channel support (phone, email, chat) to resolve order issues, delivery delays, and refund requests with full ownership from first contact to resolution. Followed up to confirm satisfaction and de-escalated negative experiences into positive outcomes.
Chat Support Specialist
AFNI Philippines Inc
Sep 2018 - Sep 2025 (7 years)
Managed 40–50+ live chat interactions per shift, logging detailed client notes, tracking open concerns, and escalating unresolved issues to the right teams. Identified recurring client pain points and shared actionable insights that improved response quality and reduced repeat contacts.
Technical Support Specialist (L1–L3)
Transcom Worldwide Philippines
Oct 2013 - Dec 2017 (4 years 2 months)
Handled 20–40+ daily client cases, coordinating engineer dispatches and managing escalated tickets while keeping clients proactively informed throughout resolution. Ensured timely updates to reduce client confusion during multi-step troubleshooting and support workflows.
Education
Degrees, certifications, and relevant coursework
Technological Institute of the Philippines
Bachelor of Science in Computer Engineering, Computer Engineering
Earned a BS in Computer Engineering from the Technological Institute of the Philippines.
Certopus
Virtual Assistant Certification, Virtual Assistance
Completed a Virtual Assistant Certification through Certopus.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Social media
Job categories
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