Rissa User
@rissauser
Experienced BPO professional specializing in technical support and customer retention.
PhilippinesWhat I'm looking for
I am a dedicated BPO professional with over three years of experience across technical support, customer service, retention, and application management. I have a track record of resolving complex technical and billing issues, managing escalations, and improving first-contact resolution through strong product knowledge and cross-department collaboration.
I consistently achieve high customer satisfaction and retention outcomes, having been recognized as a top-performing agent with multiple performance awards. I adapt quickly to new environments and processes, streamline ticket handling with third-party providers, and contribute to operational efficiency through effective troubleshooting and relationship-building.
Experience
Work history, roles, and key accomplishments
Senior Engineer
Movate
Jan 2024 - Present (2 years 5 months)
Provided multi-channel support and managed escalated cases, investigating complex technical and billing issues to reduce resolution time and improve first-contact resolution and customer retention.
Customer Support Representative
Magellan Solutions
Jan 2023 - Dec 2024 (1 year 11 months)
Delivered responsive support handling service inquiries, troubleshooting technical issues, and managing contractor management applications to streamline operations and improve resolution times.
Retention Specialist
Concentrix
Jan 2023 - Dec 2023 (11 months)
Provided customer retention support by resolving complaints, implementing engagement strategies, and performing basic troubleshooting to preserve long-term customer relationships.
Technical Support Representative
Alorica
Jan 2022 - Dec 2023 (1 year 11 months)
Engaged customers to resolve technical and billing inquiries, coordinated technician appointments, and troubleshot issues to improve customer satisfaction and service timeliness.
Education
Degrees, certifications, and relevant coursework
STI College Global City
Senior High School, Senior High School
2020 - 2022
Completed Senior High School studies at STI College Global City from 2020 to 2022.
Pateros Catholic School
Junior High School, Junior High School
2014 - 2019
Completed Junior High School education at Pateros Catholic School from 2014 to 2019.
Tipas Catholic School
Elementary School, Elementary
2006 - 2013
Completed elementary education at Tipas Catholic School from 2006 to 2013.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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