Paul Daniel Trinidad

I’m a Customer/Technical Support Specialist who thrives as the primary point of contact for customers, merchants, and escalations. I run diagnostic program checks and troubleshooting to resolve problems encountered by clients quickly and accurately.

In my recent role, I served as the main point person for the GottitPH platform—handling merchant lead gathering, merchant onboarding, site QA, customer and merchant liaison, management account management, and technical support. I also led process improvement initiatives that streamlined workflows and increased overall efficiency.

Previously, I delivered premium support in an L1 role for a leading electronics company, using empathy and professionalism to address customer concerns and improve resolution speed. As an L3 advisor and last point of escalation, I improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.

I’ve also supported end-to-end back-of-house operations, resolving internet concerns by following established processes and maintaining confidentiality with sensitive customer data. I enjoy learning quickly, adapting to new situations, collaborating cross-functionally to identify recurring technical issues, and continuously improving how support is delivered.