Denmark Job Catangui Capinpin

I am a seasoned customer support and administrative professional with over 15 years of diverse experience across the fintech, telecom, IT services, and BPO industries. My career has been built on a strong foundation of delivering high-quality customer service, managing technical projects, and supporting operational success for globally recognized companies such as Dialpad, Wells Fargo, IBM, and Sutherland Global Services.

My core strengths include technical troubleshooting, project coordination, and process improvement. In my most recent role at Dialpad, I provided Tier 1 technical support through various channels—email, chat, phone, and video—resolving complex VoIP, SMS, and telephony-related issues. I managed tickets efficiently via Zendesk, documented bugs through Jira, and collaborated with cross-functional teams through Slack and Dialpad to ensure prompt and accurate resolutions.

At Wells Fargo, I handled sensitive fraud claims, performing thorough investigations and communicating effectively with customers throughout the claims process. This role sharpened my attention to detail and honed my ability to navigate high-pressure situations with empathy and professionalism.

I also bring a solid background in project management from my time at Concentrix, IBM, and Acquire Asia Pacific. I led multiple implementation and onboarding projects, guided clients through system configurations and UI setups, and ensured deliverables were met within scope, time, and budget. I am comfortable managing cross-functional initiatives, building project plans, leading client communications, and resolving technical or procedural roadblocks.

My technical toolkit includes proficiency in Microsoft Office Suite, Google Workspace, SaaS platforms like Salesforce, Zendesk, and Jira, and UCaaS tools such as Dialpad and RingCentral. I’m also adept with internal collaboration tools like Slack and Discord.

Colleagues know me for being reliable, resourceful, and proactive. Whether it's solving a tricky customer issue, coordinating project timelines, or optimizing workflows, I approach each challenge with a solution-oriented mindset and a commitment to excellence.

Above all, I value clear communication, teamwork, and continuous learning. I thrive in remote or hybrid environments and take pride in being a dependable contributor who helps teams and customers succeed.