Open to opportunities

Patrick Tapia

@patricktapia

Message

Customer-focused technical support specialist delivering high-impact resolutions.

Philippines

Message

What I'm looking for

I seek a customer-centric role resolving complex issues, improving processes, and protecting customer relationships while growing into leadership.

I am a customer-focused technical support specialist with extensive experience handling escalations, complex technical issues, and high-volume customer interactions across telecom, healthcare, and media accounts. I consistently achieve high satisfaction ratings (around 95%) by blending technical troubleshooting, clear communication, and sound judgment to resolve sensitive or high-impact cases.

I have built knowledge bases and reference guides that improved response speed and reduced repeat incidents, and I excel at translating complex information into plain language for customers. I seek roles where I can apply my conflict-resolution, critical thinking, and leadership skills to protect customer relationships and drive operational improvements.

Experience

Work history, roles, and key accomplishments

Specialized Support

Harte Hanks

Jul 2024 - Aug 2025 (1 year 1 month)

Served as top-tier escalation specialist for HBO Max, resolving complex, high-impact customer cases with judgment authority for exceptions and achieving a 95% average satisfaction rate.

Escalation Management Customer Retention Problem Solving Communication

Customer Service Advocate

Concentrix

Oct 2022 - Nov 2023 (1 year 1 month)

Handled benefits, eligibility, claims and FSA inquiries for UnitedHealth Group, improving patient understanding for 75% of cases and maintaining 100% accuracy across 250+ transactions.

Customer Support Benefits Administration Claims Processing Accuracy Problem Solving

Technical Support Representative

Telephilippines Inc.

Nov 2019 - Sep 2021 (1 year 10 months)

Provided technical assistance for AT&T customers, supporting 200+ daily interactions, producing a comprehensive reference guide that cut response time 40% and reduced repeat incidents 80%.

Technical Support Troubleshooting Root Cause Analysis Customer Satisfaction Documentation

Technical Support Representative

Backoffice Inc.

Jun 2017 - Sep 2019 (2 years 3 months)

Resolved 300+ daily customer inquiries for OneSuite across chat, email and phone, maintained 95% same-day resolution rate and created a knowledge base that decreased resolution time 35%.

Multichannel Support Troubleshooting Knowledge Management Time Management Customer Service Process Improvement

Stock Clerk

Market Strategic Firm

Oct 2015 - Jan 2016 (3 months)

Conducted weekly stock-taking and quality checks for SM Fairview, ensuring inventory accuracy and compliance that supported 200+ monthly deliveries and achieved 97% shipment accuracy.

Inventory Management Quality Assurance Reporting Organization

Service Crew

Gerry's Grill Restaurant

Jul 2014 - Jul 2015 (1 year)

Served up to 300 customers daily, maintaining a 95% satisfaction rate and reducing escalated complaints by 85% through attentive service and proactive issue resolution.

Customer Service Order Accuracy Conflict Resolution Time Management Upselling Communication