ELSEVER AGUENZA
Customer Service, Technical Support & Order Fulfillment Specialist-| - | Zone 3, Impig, Sipocot, Camarines Sur, Philippines, 4408
SUMMARY
Skilled advisor with broad base of experience in technical support and operations.
Resolves problems quickly, delivering high levels of customer satisfaction. First-rate
support with 7 years of experience in customer service offering outstanding support
to users of various levels. Successfully established reputation as sharp technology
expert when working with customers to identify and deploy solutions. Looking for
either Part-time to full-time position that offers professional challenges utilizing
interpersonal skills, excellent time management and problem-solving skills.
WORK
EXPERIENCE
Customer Support Representative, Aventus
Dec 2024 - Mar 2025
Respond to customer inquiries via email using Zendesk, ensuring timely and
accurate responses.
Address questions related to product information, order status, refunds,
exchanges, and returns.
Troubleshoot customer issues and provide appropriate solutions while
maintaining a positive tone.
Ensure compliance with company policies and guidelines when handling
customer requests.
Maintain accurate and detailed records of customer interactions and
resolutions in Zendesk.
Follow up with customers to ensure satisfaction and resolution of their
concerns.
Work closely with the customer service team to share knowledge and best
practices.
Order Fulfillment Specialist, Ticket Attendant
Apr 2023 - Oct 2024
Processed real-time ticket orders for concerts, NFL, and baseball games,
ensuring timely and accurate delivery to buyers.
Managed high volumes of orders efficiently while adhering to strict deadlines
and event timelines.
Utilized order management systems to track and monitor orders, ensuring
100% accuracy in ticket dispatch.
Growth Specialist, LeadSparker
Send connects and respond prospects
Monitor and Update KPI Tracker
Feb 2023 - May 2023
Customer Support Rep, Concentrix Limited Company
Dec 2024 - Mar 2025
Broke down and evaluated user problems, using test scripts, personal
expertise and probing questions.
Offered friendly and efficient service to customers, handled challenging
situations with ease.
Provided Tier 1 IT support to non-technical internal users through desk side
support services.
Resolved diverse range of technical issues across multiple systems and
applications for customers and end-users across various time zones.
Documented support interactions for future reference.
Explained security measures in simple terminology to help users understand
malware and phishing threats.
Customer Service Rep, Transcom
Jun 2017 - Dec 2020
Resolved diverse range of technical issues on TV, Broadband, Landline, and
email service across multiple systems and applications for customers and
end-users across UK.
Provided Tier 1 and Tier 2 IT support to non-technical internal users through
desk side support services.
Managed high levels of call flow and responded to diverse technical support
needs.
Documented support interactions for future reference.
Researched product and issue resolution tactics to address customer
concerns.
Assisted customers in identifying issues and explained solutions to restore
service and functionality.
EDUCATION
KEY SKILLS
Bachelor of Science in Secondary Education
Central Bicol State University of Agriculture - Sipocot Campus
Major in Filipino
Customer Service
Technical Issue Analysis
Communication Skills
Multitasking Ability
Teamwork and Collaboration
Jun 2013 - Apr 2017
Zendesk
Freshdesk
Quick Learner
Problem Solver
Adaptability and Flexibility
