Gemmark Leonardo Villanueva

WORK EXPERIENCE About Me Results-driven AI Technical Support Specialist with over 15 years of experience in customer support, technical troubleshooting, billing, and team leadership across SaaS, property management, healthcare, banking, telecom, and logistics industries. Skilled in resolving complex technical issues, supporting system integrations, and delivering empathetic customer service that drives satisfaction and retention. Adept at using tools such as Salesforce, Zendesk, Intercom, Rent Manager, and JIRA, with a strong track record of collaborating with cross-functional teams, streamlining processes, and mentoring team members. Recognized for adaptability, problemsolving, and consistently maintaining high service standards in global, fast-paced environments. Education Bachelor of Science in Business Management Dee Hwa Liong College foundation Duration (06/05 to 04/09) Professional Skills Customer Support & Communication Billing, Collections & Compliance Technical & Systems Knowledge Team Leadership & Process Improvement Language English Filipino Citizenship Filipino Character Reference Cherry Ann Ramoneda-- My previous Operations Manager AI Technical Support Specialist - Duration (06/24 to 08/25) Zock AI | SaaS B2B | Location US based and Global Handle real-time customer inquiries through live chat and email, offering prompt, clear, and solution-oriented responses. Schedule and conduct virtual troubleshooting sessions via screen share to resolve complex issues and guide users step by step. Assist with customer onboarding, ensuring clients are set up successfully and understand how to navigate the Zocks AI system. Support system integration processes, helping customers connect Zocks with their internal tools or CRMs and validating configurations. Collaborate with internal teams (engineering, developers and sales team) when necessary to escalate and resolve advanced technical issues. Document all customer interactions, troubleshooting steps, and resolutions to maintain clear support records and contribute to the knowledge base. Provide a high level of customer satisfaction by delivering timely and empathetic service, maintaining Zocks’ reputation for excellence. Billing and Collections Specialist/Assistant Property Manager- Duration (05/23 to 06/24) SBD Housing Solutions | Property Management | Location (MO,KS,AL/US) Resident Communication: Respond to tenant inquiries and concerns via email, phone, and text. Manage move-out processes including notice confirmation, key returns, and lease-end coordination. Handle NSF notifications, payment disputes, and service issues. Guide residents through service ticket submissions using the tenant portal. Security Deposit Processing: Process security deposits for residents who have moved out. Upon final inspection and assessment of damages or repairs, generate the final bill. Apply the security deposit towards any outstanding charges and determine whether a refund is due or if the resident owes a remaining balance. Communicate final billing outcomes to residents in a clear and timely manner. Collections & Delinquency Management: Monitor delinquent accounts and initiate appropriate collection processes. Coordinate payment arrangements, send payment reminders, and document all contact attempts. When necessary, file eviction cases and manage the supporting documentation to ensure compliance and timely legal processing. Insurance Auditing & Compliance: Conduct audits to verify property insurance status. Separate and update property records for those insured by Insurmark vs. other providers. Coordinate renter’s insurance compliance and liaise with third-party providers (e.g., Glazd, Insurmark). Administrative Support: Monitor and manage the Property Manager inbox and Owner Communication inbox. Maintain organized records for disputes, property files, and resident notices. Generate and update internal reports, including KPIs and task trackers. Accounting and Collection Specialist - Duration (02/21 to 05/23) Altrua HealthShare | HealthShare/Health Care | Location US based Collect outstanding member balances by initiating outbound calls and responding to inbound inquiries with professionalism and empathy. Explain bills in detail, helping members understand charges, coverage, and the overall healthshare contribution process. Create and issue invoices based on contribution schedules and member plan details. Process and apply payments accurately using Salesforce, maintaining up-to-date account records. Utilize Salesforce CRM for managing member data, billing histories, and documentation. Communicate with members via RingCentral, ensuring a positive customer experience while meeting collection targets. Collaborate with internal teams to resolve billing discrepancies and ensure the accuracy of member accounts. Maintain compliance with healthcare billing regulations and organizational policies. Fraud and Dispute Specialist - Duration (12/18 to 02/21) Capital One | American bank holding company | Location US based and Global Handle customer billing inquiries, specifically related to fraudulent transactions and billing disputes. Process fraud claims and investigate unauthorized transactions to determine legitimacy and take appropriate corrective action. Submit and manage dispute cases in accordance with Capital One’s policies and industry regulations (e.g., Reg E or Reg Z). Communicate clearly and professionally with customers to gather relevant information, explain the dispute process, and provide timely updates. Ensure accurate documentation of all case details and customer interactions. Maintain compliance with banking policies, federal guidelines, and data security standards while handling sensitive account information. Tech Support/Customer Service Specialist - Duration (01/17 to 11/18) Bell Canada | Phone and Internet Service | Location Canada Provided technical support and customer service for Bell Canada. Troubleshot technical issues and assisted with service inquiries. Provided support via phone and email, ensuring customer satisfaction. Documented technical issues and solutions for future reference. Shipping and Tracking Specialist/ Team Lead - Duration (04/09 to 01/17) United Parcel Service, Inc. (UPS) | Logistics| Supply Chain | Location (MO,KS,AL/US) Leadership & Team Management Led and managed teams of approximately 15 agents across various departments (Domestic, International, SCOR, and Australia Support). Acted as the go-to leader for resolving complex scenarios, answering agent queries, and guiding them toward effective resolution strategies. Assisted supervisors in driving team performance, efficiency, and operational excellence. Conducted coaching sessions, quality audits, and regular feedback meetings to ensure high standards of customer service. Escalation Handling & Resolution Acted as the primary escalation point for unresolved or sensitive customer issues. Proactively investigated and resolved customer complaints and escalations across domestic and international logistics. Ensured customer satisfaction by providing accurate, timely, and empathetic responses via phone and email support. Training & Development Designed and delivered training sessions and knowledge-building workshops for new and existing team members. Developed and improved training programs and documentation to keep the team up to date with the latest systems, processes, and policies. Customer Support (Phone & Email) Delivered end-to-end customer service, including tracking, dispatch coordination, technical support, and resolving shipping-related issues. Maintained detailed logs of customer interactions, ensuring accurate documentation for future reference and process improvement. Collaborated with various UPS departments and international partners to provide holistic support and seamless customer experience. Process Improvement & Cross-Team Collaboration Partnered with operations, logistics, and shipping centers to streamline escalations and enhance service delivery. Identified and implemented process improvements, leading to increased efficiency and better customer outcomes. Worked closely with cross-functional teams to improve workflow visibility, especially in dispatch coordination and shipment tracking. TOOLS AND PROFICIENCY Zendesk Intercom Google Workspace Microsoft Office Suite Salesforce Rent Manager Slack JIRA Zoom SharePoint