Open to opportunities

Rolly De Guzman

@rollydeguzman

Message

I’m a Customer Support Specialist delivering 90–100% CSAT and sales results through technical troubleshooting.

Philippines

Message

What I'm looking for

I’m looking for a customer-support role where I can solve technical and billing issues fast, protect CSAT through strong QA/AHT discipline, and support sales with clear, needs-based communication—preferably with remote flexibility across US/UK/AU time zones.

I’m a Customer Support Specialist with 4+ years of experience supporting US-based customers across technical support, billing, escalations, and account resolution through phone, chat, and email. I consistently maintained 90% to 100% CSAT while earning perfect QA and attendance scores, and I stay focused on AHT and service-level KPIs.

I also combine support with growth—exceeding sales expectations with a 7.8% conversion performance against a 4.0% target through solution-based communication and customer needs assessment. From Tier 2 to Tier 3 roles, I’ve handled wireless troubleshooting, Google Play and YouTube support, order tracking, inventory availability, and account management, while using CRM systems and Google Workspace, Microsoft Excel, and ticketing platforms to resolve cases accurately.

Experience

Work history, roles, and key accomplishments

Tech Sales Support Representative

Asurion

Nov 2025 - Apr 2026 (5 months)

Resolved billing, technical, order, and account issues while maintaining 90%–100% CSAT. Drove 7.8% sales conversion versus a 4.0% target through solution-based customer communication and needs assessment.

Customer Support Billing Support Technical Troubleshooting CRM Systems CSAT Escalation Handling

Customer Support Associate

Cognizant

Jul 2024 - Oct 2024 (3 months)

Provided chat, email, and phone support for Google and YouTube customers, maintaining 90%–100% CSAT. Delivered perfect QA and attendance while resolving YouTube application issues within AHT targets across multiple devices.

Customer Support Google Play Support YouTube Support Email Support Chat Support QA Compliance

Tier 3 Customer Support Specialist

iQor

Jul 2021 - Aug 2022 (1 year 1 month)

Handled wireless troubleshooting, billing issues, order tracking, and inventory/account inquiries for business customers while maintaining 90%–100% CSAT and perfect QA. Met AHT and FCR targets by resolving technical and account-related concerns and supporting customer purchases and promotions.

Billing Support Account Management Promotion FCR

Tier 2 Support Specialist

Sykes

Aug 2018 - May 2019 (9 months)

Supported Tier 1 teams by handling escalations for hardware, refunds, promotions, warranty claims, and Google Play concerns via chat and email. Maintained accurate SKU-based logistics tracking, RMA processing, replacement device handling, and case documentation through escalation workflows.

Escalation Handling Case Documentation