Raymart Red
Account Specialist
Kuala Lumpur
Summary
Highly motivated and detail-oriented individual with vast experience inspecting agent’s process knowledge to ensure they meet quality standards and specifications. Possessing a strong eye for details, and aptitude for problem-solving, and an excellent work ethic. Proven ability to work independently and as part of a team to ensure accurate and timely inspections. Ambitious individual with strong organizational and multitasking skills, as well as an aptitude for technology. Ready to apply knowledge and skills to any challenges.
Overview
10
10
years of professional experience
Work History
ACCOUNT SPECIALIST
TDCX MALAYSIA
12.2023 - Current
- Provide front-line support to Stripe users by resolving payment, technical, and API-related concerns.
- Assist users in troubleshooting transaction issues, account functionality, generating reports, understanding revenue and analytics data, Stripe account functionality, and integration challenges while ensuring a seamless payment experience.
- Collaborate with internal teams to escalate complex cases, analyze system behavior, and deliver clear, solution-focused guidance to users with varying levels of technical knowledge.
- Translate complex technical concepts into easy-to-understand solutions for the non-technical users
- Support the users with API troubleshooting, Webhook events, analyzing logs and events, error codes and system responses to identify root causes of technical issue.
Quality Specialist
Everise Philippines
12.2019 - 10.2023
- Evaluate required number of interaction (email) per week for assigned agents
- Study and analyze cases with most dissatisfied survey per issue type
- Facilitate weekly calibration and golden hour
- Actively participate in Golden Hour for processes and platform improvements
- Perform a Root Cause Analysis for cases being escalated by offshore clients
- Evaluate a required number of interactions (email) for newly implanted/improved process (dynamic audits)
- Provide Quality tips to all agents for areas with high numbers of agents’ opportunity
- Evaluate required number of interactions per week to assigned offshore agents (Singapore)
Chat Support Representative
Teletech
04.2018 - 04.2019
- Performed flight change, flight cancellation, refund, and flight booking
- Handling customers general enquiries regarding their flight booking
Customer Service Associate
WNS Philippines Inc
10.2015 - 08.2017
- Assisted customers with hotel and flight selection, bookings, flight and hotel cancellations, and payment processing
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems
- Read from scripts to promote uniformity and consistency in communications
Education
Bachelor of Science in Business Administration - Management
Rizal Technological University
Pasig City04.2015
Skills
Payment Processing Support
API troubleshooting and integration support
Technical customer support
Complex problem solving
High-Volume support handling
Customer experience management
Strong analytical thinking
Attention to detail
Adaptability in fast-paced environment
Timeline
ACCOUNT SPECIALIST
TDCX MALAYSIA
12.2023 - Current
Quality Specialist
Everise Philippines
12.2019 - 10.2023
Chat Support Representative
Teletech
04.2018 - 04.2019
Customer Service Associate
WNS Philippines Inc
10.2015 - 08.2017
Bachelor of Science in Business Administration - Management
Rizal Technological University