Open to opportunities

vincent kevin ladera

@vincentkevinladera

Message

I am a customer support specialist with extensive call-center experience.

Philippines

Message

What I'm looking for

I seek a customer-focused role in a growth-oriented company where I can apply technical troubleshooting, case and account management, and training skills, receive mentorship, and take on increased responsibilities toward leadership.

I have worked in the call center industry since 2015, supporting billing, retail, technical, and medical accounts across calls, chats, and email while delivering clear, timely, and efficient customer service.

I routinely manage multiple accounts within a single shift, perform account verification and case management, troubleshoot technical issues, and act as a point of contact for customers and repair centers while handling escalations to resolution.

I also onboard and train new team members, prepare daily reports, take supervisory calls, and use tools like Zendesk, Zoho, MS Office, BMS systems, Solvup, Aliyun Mail, Canva and Photoshop; I am eager to grow, learn, and contribute to a high-performing team.

Experience

Work history, roles, and key accomplishments

Current

Account Manager

Current

Besender Service

Mar 2024 - Present (1 year 5 months)

Managed the Ecovacs Australia account, coordinating customer inquiries and repair center escalations while onboarding team members and monitoring service quality.

Account Management Escalation Management Repair Coordination Customer Support Onboarding CRM Email Support

Current

Tech Support

Current

Besender Service

Feb 2024 - Present (1 year 6 months)

Provided technical support for Segway Ninebot, troubleshooting device issues, managing repairs, and coordinating with regional teams to resolve cases.

Technical Support Troubleshooting Repair Coordination CRM Chat Support Escalation Management

Customer Service Representative

Besender Service

Sep 2024 - Nov 2024 (2 months)

Handled Spectra Drone US project customer inquiries, processed cases, and coordinated with technical teams to resolve product issues.

Customer Service Case Management Email Support CRM Troubleshooting Escalation Management Multitasking

Customer Service Representative

Besender Service

Jun 2024 - Aug 2024 (2 months)

Supported Baseus Australia customers on a project basis, handling inquiries and follow-ups to ensure timely resolution and positive customer experiences.

Customer Service Case Management Email Support CRM Zendesk Troubleshooting Multitasking

Tech Support

Universal Tech

Feb 2023 - Aug 2023 (6 months)

Delivered technical support for Tracki devices, diagnosing hardware and software issues and coordinating repairs to restore service.

Technical Support Troubleshooting Repair Coordination Email Support CRM Escalation Management

Verifier

LAVCCS Medical Alert

Oct 2020 - Sep 2022 (1 year 11 months)

Performed verification for medical alert accounts, validating customer information and reducing false alerts through accurate case handling.

Verification)Case Management Email Support CRM Attention To Detail Compliance

Consultant

Tech Mahindra

Mar 2019 - Nov 2019 (8 months)

Provided Telstra account support, troubleshooting technical issues, managing escalations, and coordinating resolutions across channels.

Technical Support Escalation Management Troubleshooting Chat Support CRM Case Management Customer Service

Customer Account Executive

Valuelabs

Oct 2018 - Jan 2019 (3 months)

Managed Snapfish customer accounts, resolving account issues across email and calls and ensuring timely follow-up on open cases.

Account Management Email Support CRM Case Management Customer Retention Zendesk Troubleshooting

Customer Service Representative

Convergys Philippines

Nov 2015 - Jun 2016 (7 months)

Provided inbound customer support for the Comcast Ecare account, handling billing and general inquiries via calls, chats, and emails and resolving cases in a timely manner.