CHARLEMAGNE MANGABAT
SR. CUSTOMER & TECHNICAL SUPPORT SPECIALIST-
-
linkedin.com/in/charleemangabat/
Taytay, Rizal, Philippines
Customer and technical support specialist with over a decade of experience resolving issues and improving
user satisfaction. Skilled at troubleshooting, problem-solving, and managing day-to-day support operations.
Alongside my support background, I’ve developed strong skills in workflow automation and AI tools to
streamline repetitive tasks and boost team efficiency. I’m focused on blending hands-on customer care with
technology to create practical solutions that improve workflows and outcomes. Ready to grow my expertise
further while delivering reliable support and automation solutions.
WORK
EXPERIENCE
Customer Service Specialist, BioIntelliSense Inc.
Contractor via Upwork - Remote
Oct 2020 - Jan 2025
Provide exceptional support via phone and email to resellers, clinical customers,
and end users, addressing inquiries, troubleshooting issues, and resolving
complaints efficiently and in a timely manner.
Manage and document customer interactions, feedback, and complaints in
Salesforce Service Cloud, ensuring accurate tracking and resolution.
Deliver clear, solution-oriented responses within service level requirements,
enhancing customer satisfaction and retention.
Utilize Salesforce, databases, scripts, and other tools to streamline support
processes and improve response times.
Assist in crafting Standard Operating Procedures (SOPs) to optimize workflow
efficiency and enhance team performance.
Create and distribute data-driven reports from the Data Science team to clients,
ensuring accurate and timely delivery of insights.
Collaborated daily with product, implementation, and engineering teams to share
customer insights, escalate recurring issues, and identify trends that informed
product enhancements and strategic decisions
Maintain strict HIPAA compliance when handling Protected Health Information
(PHI), ensuring data privacy and security in all customer interactions and
reporting processes.
Consistently meet or exceed customer service KPIs, maintaining high levels of
professionalism and efficiency.
Customer Support Specialist, Tubi Inc.
Part-Time - Remote
Apr 2021 - Sep 2022
Resolve user complaints by identifying the root cause, selecting the best solution,
and expediting resolution to ensure customer satisfaction.
Provide expert troubleshooting assistance via Zendesk CRM, directing users to
relevant documentation, and escalating support tickets to the appropriate
channels for timely resolution.
Achieve customer support KPIs, including average ticket resolution time,
customer satisfaction score, response time, and interactions per issue, as set by
the Customer Support Manager.
File bug reports and tickets in the project management system (Clubhouse),
collaborating with engineering teams to ensure swift resolution of user problems
and communicate outcomes to users.
Contribute to team success by consistently meeting targets and assisting with
related tasks as needed.
WORK
EXPERIENCE
Customer Service Specialist, Striiv Inc.
Contractor via Upwork - Remote
July 2019 - Oct 2020
Respond to customer emails and calls via Freshdesk and RingCentral,
troubleshooting issues and providing timely solutions in a professional manner.
Diagnose and resolve technical issues related to hardware, software, and product
performance, ensuring efficient and effective support.
Maintain accurate customer records in the CRM system, ensuring all information
is up-to-date and complete.
Collaborate with cross-functional teams to resolve complex technical issues and
improve the overall customer experience.
Follow up on open issues, ensuring customer satisfaction through timely
resolutions and seamless service delivery.
Technical Support Specialist, Motiv Inc.
Contractor via Upwork - Remote
Oct 2018 - May 2019
Assist customers via Freshdesk, providing timely support for the Motiv Ring
regarding setup, syncing, and performance issues related to fitness, heart rate,
sleep, and privacy settings.
Diagnose and resolve technical issues, offering expert troubleshooting for
hardware, software, and syncing problems to ensure optimal functionality.
Create and maintain knowledge base articles, including troubleshooting tips and
FAQs to help users resolve common issues independently.
Collaborate with product and engineering teams to resolve complex issues and
improve the customer experience.
Monitor and follow up on support tickets, ensuring customer satisfaction and
prompt issue resolution.
Customer Service Specialist, Striiv Inc.
Contractor via Upwork - Remote
Aug 2017 - Oct 2018
Respond to customer emails and calls via Freshdesk and RingCentral,
troubleshooting issues and providing timely solutions in a professional manner.
Diagnose and resolve technical issues related to hardware, software, and product
performance, ensuring efficient and effective support.
Maintain accurate customer records in the CRM system, ensuring all information
is up-to-date and complete.
Collaborate with cross-functional teams to resolve complex technical issues and
improve the overall customer experience.
Follow up on open issues, ensuring customer satisfaction through timely
resolutions and seamless service delivery.
IT Analyst, Tata Consultancy Services
Full-Time - On-Site
June 2015 - May 2017
Provide technical support for Cargill employees via phone, email, and chat,
addressing software, hardware, and system issues.
Diagnose and resolve technical problems, including network, hardware, and
software issues, ensuring optimal performance and minimal downtime.
Guide users through troubleshooting and assist with basic computer functions,
software applications, and system setup.
Install, modify, and maintain computer hardware and software, ensuring system
efficiency and proper setup of peripherals.
Escalate complex issues to relevant teams (e.g., engineering or network
specialists), ensuring timely resolution of unresolved problems.
WORK
EXPERIENCE
Team Manager, Sutherland Global Services
Full-Time - On-Site
Dec 2013 - May 2015
Provide daily direction and support to team members, ensuring timely and
effective responses to technical support calls and chats.
Evaluate processes and suggest improvements to enhance operational efficiency,
customer service, and team performance.
Offer regular coaching and feedback, administer performance reviews, and
ensure team members have the necessary resources and training to succeed.
Foster a positive work environment, addressing employee relations issues and
maintaining a motivating culture for peak performance.
Assist with daily call center operations, including staffing, scheduling, and special
projects, while ensuring high-quality service delivery and adherence to company
standards.
Subject Matter Expert, Sutherland Global Services
Full-Time - On-Site
Oct 2012 - Nov 2013
Provide real-time assistance to team members by answering product-related
questions and resolving complex issues to maintain customer satisfaction.
Roll out product updates and ensure team members are informed and prepared
to handle new features or changes.
Enhance training materials with practical tips, case studies, and best practices to
improve team knowledge and performance.
Foster continuous learning by sharing insights, troubleshooting tips, and offering
mentoring to help team members apply knowledge in real-world situations.
Promote knowledge sharing across teams to improve overall performance,
customer satisfaction, and problem-solving capabilities.
Escalation Specialist, Sutherland Global Services
Full-Time - On-Site
July 2011 - Sept 2012
Diffuse escalated customer situations by applying high-level problem-solving to
resolve issues and ensure satisfaction.
Ensure timely follow-up with customers, confirming that callbacks and resolutions
are completed as communicated.
Provide expert technical support and escalate unresolved issues to the
appropriate department for quick resolution.
Act as a liaison between customers and internal teams, ensuring clear
communication and efficient issue resolution.
Monitor customer satisfaction, suggest improvements to prevent future
escalations, and provide coaching to team members to enhance service quality.
Technical Support Analyst, Sutherland Global Services
Full-Time - On-Site
Dec 2010 - June 2011
Diagnose and resolve technical issues related to hardware, software, and
services (e.g., internet, email, IPTV, VOIP), ensuring efficient solutions.
Provide timely and accurate information to customers via phone, addressing
inquiries, concerns, and requests.
Offer alternative solutions to retain customer business and enhance satisfaction.
Document and track call transactions using designated software, ensuring
seamless follow-up and accurate records.
Meet key performance indicators (KPIs) including first contact resolution,
customer satisfaction, resolution rate, average handling time, average response
time, and attendance, ensuring efficient service delivery and high customer
satisfaction.
EDUCATION
Bachelor of Science in Information Technology
International Electronics & Technical Institute
KEY SKILLS
Customer Service
Technical Support
Automated Workflow Design
Product Knowledge
Process Optimization
Client Communication
CRM Management
Knowledge Management &
Documentation
Fluent in English (Verbal and Written)
INDUSTRY
KNOWLEDGE
Healthcare / Medical Technology
Entertainment / Streaming Services
Technology / Wearable Devices
Telecommunications
IT Support Services
B2C
B2B
Business Process Outsourcing (BPO)
Data as a Service (DaaS)
TECHNICAL
PROFICIENCY
Managing customer tickets with
Zendesk, Freshdesk, or Salesforce
Collaboration and productivity
using Google Workspace
Android and iOS app
troubleshooting
Task management and Bug
reporting
Spreadsheet management with
Excel, Google Sheets, and Airtable
CRM integration and data syncing
Workflow automation using Zapier
and Make
Landing page building
Team communication and
collaboration using Slack
SOFT
SKILLS
Strong problem-solving & analytical
thinking
Clear and concise communication
(verbal & written)
Customer-centric mindset & empathy
Ability to simplify complex technical
issues
Adaptability in fast-paced
environments
Collaboration & cross-functional
teamwork
Patience and professionalism under
pressure
Proactive attitude & initiative
Time management & task
prioritization
Critical thinking & decision-making
