Charlemagne Mangabat

CHARLEMAGNE MANGABAT CUSTOMER 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 Freelance No-Code Automation Specialist, CharleeVirtual www.charleevirtual.com Self-employed - Remote Feb 2025 - Present Design and implement end-to-end automation systems using Zapier and Make, tailored to each client’s operational workflow, including lead management, task assignments, client onboarding, invoice tracking, and internal communication Integrate APIs from a variety of third-party tools, ensuring that workflows connect and communicate across CRMs, email marketing platforms, spreadsheets, and more Integrate AI agents and chatbots into workflows to handle customer inquiries, lead qualification, and support requests, reducing the need for human intervention Collaborate with clients across industries (real estate, marketing, healthcare, and more) to map out their current processes, identify inefficiencies, and develop automation strategies that support scalability and daily operations Create multi-step, logic-based workflows that connect multiple apps and tools, handling complex conditions, filters, paths, and routers to reduce manual intervention Manage regular maintenance and monitoring of automation setups, ensuring consistent performance, minimizing errors, and providing timely updates and improvements Conduct QA testing for every workflow before launch, identifying edge cases, minimizing failure points, and ensuring reliable performance Maintain a flexible automation structure that evolves as tools, strategies, and client goals change over time Provide one-on-one client support, from discovery calls and solution design to training and post-deployment assistance, ensuring clients are empowered to understand and manage their systems Document workflows with clear, client-friendly instructions and visuals when needed, enabling clients and teams to operate independently Stay up to date with automation trends, tool updates, and AI integrations to continuously deliver modern, efficient systems that meet evolving business needs 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. Engage in active listening to confirm and clarify information, effectively deescalating difficult situations and turning challenges into positive experiences. 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. 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. Continuously expand industry knowledge through ongoing training and development, staying up to date with company products, policies, and best practices. Customer Support Specialist, Tubi 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. Create and publish help center articles addressing frequently asked questions to empower users and reduce issue resolution time. 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 API Integration AI Agent & Chatbot Setup 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) SaaS (Software as a Service) Data as a Service (DaaS) TECHNICAL PROFICIENCY Workflow automation using Zapier Scenario building in Make API integration & custom webhook configuration AI agent and chatbot setup Automation testing & error handling CRM integration and data syncing Managing customer tickets with Zendesk, Freshdesk, or Salesforce Collaboration and productivity using Google Workspace Team communication and collaboration using Slack Spreadsheet management with Excel, Google Sheets, and Airtable 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 CERTIFICATIONS & COURSES CUSTOMER SERVICE Customer Service: Problem-Solving and Troubleshooting Provider: LinkedIn Learning Issued: Oct 2022 Certification ID: a7e9c4ee005d076ffb5ad6f31f99f6dfb12c4 bef08b18b265eb5427fe91ccb70 Description: Learn key skills to build rapport, actively listen, and address customer needs effectively. This course covers problemsolving, taking ownership, preemptive acknowledgment, and attitude anchors to enhance customer interactions. Customer Service Foundations Provider: LinkedIn Learning Issued: Oct 2023 Certification ID: fa-b3030dc98b-bdf0e97 8b083c66e5fa2f32fe11d13fafc7 Description: Learn key skills to build rapport, actively listen, and address customer needs effectively. This course covers problemsolving, taking ownership, preemptive acknowledgment, and attitude anchors to enhance customer interactions. Using AI in Customer Service Provider: Project Management Institute via LinkedIn Learning Issued: Feb 2025 Certification ID: 18abe07d367e7cf1ac2f1c30ef9dd605182 c9b98d0c4f82e3f57c2196c2c0c3f Description: Learn how to leverage AI to enhance customer support, streamline operations, and drive business growth. This covers AI design, integration, and ethical considerations, providing strategies for risk management and longterm success. Upwork Skill Certification Customer Service Provider: Upwork Issued: May 2023 Description: Certified talent demonstrate proficiency in Customer Service which look for high-quality work which showcases strong skills, a wide breadth of work, and exceptional composition. Zendesk Customer Service Professional Certificate Provider: Zendesk via LinkedIn Learning Issued: Nov 2023 Certification ID: 18abe07d367e7cf1ac2f1c30ef9dd605182c9 b98d0c4f82e3f57c2196c2c0c3f Description: The Zendesk Customer Service Professional Certificate is an immersive training program designed for individuals keen on mastering the art of exceptional customer service. Serving Customers Using Social Media Provider: Project Management Institute via LinkedIn Learning Issued: Nov 2023 Certification ID: 2d6c71a1ff79f232ef7ce-f32d7ff0c9 0b34fd0d95a751a551686a29ef Description: Master the art of customer service on social media. Learn to respond quickly, switch channels seamlessly, and balance professionalism with a personal touch. This course covers handling angry customers, managing reviews, using templates effectively, and maintaining brand-aligned writing. CERTIFICATIONS & COURSES CUSTOMER SUCCESS & PROJECT MANAGEMENT Move into a Customer Success Career Provider: LinkedIn Learning Issued: Feb 2025 Certification ID: bd36c931ec649bf188df45303b7d2a822828d ad3d42f6e33d762d78d3db41f08 Description: Learn how to compare your current skills with the ideal customer success skills to identify gaps and develop a plan to round out your missing skills. Explore and recognize your unique strengths and intangibles that make you a great customer success candidate. Plus, find out how to network your way into a customer success job interview. Customer Success Foundations Provider: LinkedIn Learning Issued: Feb 2025 Certification ID: 8f5417aa4c26bd59e029178fd912fb2b7c78b5 cd-d401aad4c9e Description: Understand the critical role of Customer Success in driving business growth and customer satisfaction, and define the key responsibilities and expectations of a Customer Success professional. Customer Success Management Fundamentals Provider: LinkedIn Learning Issued: Feb 2025 Certification ID: a7e9c4ee005d076ffb5ad6f31f99f6dfb12c4bef 08b18b265eb5427fe91ccb70 Description: This course can help you get up to speed with the fundamentals. This course address what CSM is and why it's important; what types of situations CSM applies to; and how CSM can help increase a company’s sales revenues and profitability. The course then reviews the 14 tenets (or guiding principles) of customer success. CERTIFICATIONS & COURSES SOCIAL MEDIA, DIGITAL MARKETING, AND E-COMMERCE How to Set Up a Facebook Ads Campaign Provider: Coursera Issued: Feb 2025 Completion ID: R0V7AOU73WDK Description: This project is for intermediate Social Media Managers, who already have the basics of how to manage a Facebook page, can deal with Facebook Business and posts easily, and who are interested in setting up Facebook Ads campaigns in a correct way. Fundamentals of Digital Marketing Provider: Google Digital Garage Issued: Dec 2022 Completion ID:- Description: The "Fundamentals of Digital Marketing" course by Google Digital Garage is a comprehensive introduction to the key concepts of digital marketing. It covers essential topics such as search engine optimization (SEO), social media marketing, email marketing, content strategy, and online advertising. Digital Skills: Social Media Provider: Accenture via FutureLearn Issued: Feb 2025 Completion ID: b0trxxn Description: This course is for those seeking to develop their skills in social media for business. If you’re preparing to enter the workplace or looking to change careers, you’ll have the opportunity to learn about social media management. No prior experience or qualifications required. Shopify Essential Training Provider: LinkedIn Learning Issued: Feb 2025 Completion ID: 348b0f46c38a1664fc21cc9fc6c019ea30174a8c 38da0fabd1607d52c1f7fe96 Description: This course offers a comprehensive guide to setting up, configuring, publishing, and managing an online store using Shopify, a trusted and user-friendly ecommerce platform Create your e-commerce store with Shopify Provider: Coursera Issued: Feb 2025 Completion ID: DQ3FC3PV2FT5 Description: In this project-based course, you will learn how to create an online e-commerce store with Shopify, edit your web store front and manage orders, stock, customers and other operations.