Open to opportunities

Willance Lachica

@willancelachica

Message

Customer support specialist focused on non-voice roles and efficient problem resolution.

Philippines

Message

What I'm looking for

I seek a non-voice role (chat/email/back-office/data entry) where I can use strong written communication, CRM and problem-solving skills to improve customer outcomes and support operational efficiency.

I am a customer support specialist with five years of experience in inbound service and sales, skilled at resolving billing, account, and service issues while managing high-volume inquiries. I excel at written communication and maintaining accurate CRM records.

In inbound roles I handled billing, order tracking, refunds, and technical questions; in outbound roles I achieved sales targets through rapport-building, upselling, and retention strategies. I also supported back-office tasks including account updates, email follow-ups, and data entry.

I am now seeking a non-voice position such as chat support, email support, data entry, or back-office work where I can apply strong ticket/case management, written communication, and problem-solving skills to improve customer experience and operational efficiency.

Experience

Work history, roles, and key accomplishments

Sales Representative

Concentrix

Jan 2023 - Dec 2025 (2 years 11 months)

Conducted outbound sales, upsell, and retention campaigns, achieving sales targets through rapport-building and solutions-based selling while maintaining accurate sales and account records.

Outbound Sales Upselling Retention Account Updates Order Processing Objection Handling CRM

Customer Support Representative

Concentrix

Jan 2019 - Dec 2022 (3 years 11 months)

Handled high-volume inbound calls for billing, accounts, and service concerns; maintained detailed CRM case notes and resolved customer issues, improving first-call resolution. Performed back-office updates and supported email follow-ups.