Open to opportunities

Rissa User

@rissauser

Message

Experienced BPO professional specializing in technical support and customer retention.

Philippines

Message

What I'm looking for

I seek a customer-facing role where I can apply technical troubleshooting, improve first-contact resolution, and contribute to customer retention in a collaborative, growth-focused environment.

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

Current

Senior Engineer

Current

Movate

Jan 2024 - Present (1 year 10 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.

Escalation Management Technical Troubleshooting Cross Functional Collaboration 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.

Customer Support Troubleshooting Application Support Contractor Management Time Management Problem Solving

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.

Customer Retention Troubleshooting Customer Service Relationship Building Communication Conflict Resolution

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.

Technical Support Troubleshooting Customer Service Billing Support Communication Problem Solving