Customer Support Service

RAUL LESTER SILVA BARTIDO

***********@*****.*** +63-939*******

My daily task is to create order in a chaotic environment. A results-oriented and team-oriented individual, certified in Lean Six Sigma Yellowbelt, with extensive experience in providing the highest level of customer service.

A seasoned team leader and customer support professional, able to work in APAC and EMEA timezones, and skilled in maintaining, executing, and delivering support plans by industry best practices.

WORK EXPERIENCE

GRID esports Nov 2022 – Jun 2024

Customer Support Operator B2B Contractor

Collaborating with esports tournament organizers to ensure data is correctly set up in our platform

Answering questions, resolving issues, and communicating with clients who are taking our products

Responsible for accurately recording issues related to data quality and processes

Helpware Jun 2022 – Nov 2022

Customer Support Team Lead Taguig City, NCR

Successfully implemented data-driven and robust quality guidelines for auditing tickets used by an AI SaaS start-up company which increased our CSAT satisfaction score by 10% in the first 30 days

Implemented strategic plans that lowered our ticket volume and backlog by 30% in my first 30 days

Coached, mentored, and provided direct feedback to agents in Customer Support and Technical Support roles

Keywords Studios Jan 2017 – Jul 2022

Customer Support Team Lead Pasig City, NCR

Supervised the day-to-day operations of >40 full-time customer support agents and 4 shift leads across our Manila and Mexico studios

Contributed to achieving a CSAT score of 96%, Quality score of 95%, Quality Linguistic score of 90%, 15.0 TPH, and a monthly absenteeism rate of less than 5%

Executed action plans and ensured strategies developed by upper management for continuous improvement were successful

Telus International Philippines Mar 2015 – Dec 2016

Community Support Specialist II Taguig City, NCR

We handle high-risk issues that occur during a ride. Ensuring that we follow local policies and internal procedures while delivering satisfactory support for riders and driver-partners.

Sykes Philippines Oct 2014 – Mar 2015

Technical Support Professional Mandaluyong City, NCR

Supported an Education platform in troubleshooting technical issues for students and professors via phone, email & chat

Stream Global Services Feb 2012 – Jan 2014

Customer Support Professional Quezon City, NCR

Providing customer service for all AT&T products and services, answering inbound calls, and chat regarding billing issues, technical problems, and general questions

CERTIFICATIONS

Lean Six Sigma Yellow Belt Certification

Scrum Fundamentals Certified (SFC)

Project Initiation: Starting a Successful Project by Google Career

Foundations of Project Management by Google Career

Project Planning: Putting It All Together by Google Career

Project Execution: Running the Project by Google Career

Agile Project Management by Google Career

Capstone: Applying Project Management in the Real World by Google Career

EF Standard English Test 76/100 (C2 Proficient)

EDUCATION

National College of Business and Arts BS major in Hotel and Restaurant Management

LANGUAGES

English, Tagalog & Binisaya

SKILLS & INTERESTS

Skills:

-Leadership

-Organization Development

-Resource Management

-Client Management

-Quality & Coaching

-Learning & Development

-Effective Communication

Hobbies and Interests:

-City Biking

-Playing video games

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