Strong background in customer success and technical support. Expertise as a subject matter expert (SME), focused on driving client satisfaction and operational excellence. Skilled in coaching, quality monitoring, and leadership development.
TIOpen to opportunities
Trixia Rose Ilagan
@trixiarose
Customer success and technical support professional driving client satisfaction and operational excellence.
PhilippinesWhat I'm looking for
Versatile and results-driven professional with a strong background in customer success and technical support. Demonstrated expertise as a Subject Matter Expert, focused on driving client satisfaction and operational excellence. Skilled in coaching, quality monitoring, and leadership development, supported by training in communication, emotional intelligence, and performance management. Recognized for delivering constructive feedback, fostering cross-cultural collaboration, and performing effectively under pressure. Dedicated to continuous improvement, resilience, and delivering outstanding customer experiences.
Experience
Work history, roles, and key accomplishments
CCServed as Level II service desk analyst handling technical incidents and driving resolution processes while coaching peers and contributing to quality improvement initiatives.
NI
Customer Success Specialist
Nimbyx
Jan 2020 - Jan 2021 (1 year)
Owned customer relationships and ensured successful product adoption, improving client satisfaction through proactive support and coaching resources.
FI
Technical Support Professional
Fonality Philippines Inc.
Jan 2019 - Dec 2020 (1 year 11 months)
Provided technical support and quality coaching for telecom/voice solutions, resolving escalations and improving first-contact resolution through structured feedback and training.
SI
Service Delivery Manager
Sykes Asia Inc.
Jan 2014 - Dec 2019 (5 years 11 months)
Managed service delivery and performance for contact center operations, improving quality monitoring and coaching processes to enhance client satisfaction and operational consistency.
Education
Degrees, certifications, and relevant coursework
CMCentro Escolar University - Manila
Bachelor of Science, Psychology
2011 - 2014
Grade: NA
Activities and societies: NA
Completed a Bachelor of Science in Psychology at Centro Escolar University - Manila, focusing on customer success and technical support applications of psychology.
CMCentro Escolar University - Manila
Associate in Arts, Pre-Dentistry
2009 - 2011
Completed an Associate in Arts Pre-Dentistry program at Centro Escolar University - Manila prior to pursuing a bachelor’s degree.
Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
PhilippinesAuthorized to work in
Salary expectations
60k-70k USD
Social media
Job categories
Skills
Technical SupportService DeskCoachingLeadership DevelopmentPerformance ManagementCritical ThinkingContent ModerationLean Six Sigma Yellow BeltCustomer ServiceCustomer SupportCustomer SuccessTechnical TroubleshootingServiceNowService DeliveryCloud ServicesVoIPAWSProject ManagementQuality AssuranceSubject Matter ExpertCoaching And DevelopmentCoaching And TrainingCoaching FeedbackCoaching And Mentoring SkillsTraining And DevelopmentClient Relationships
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