James Gutierrez

JAMES A. GUTIERREZ Remote | Philippines PROFESSIONAL SUMMARY Operations and customer support professional with 4+ years of experience in remote service environments, specializing in operations coordination and customer support. Experienced in multi-queue operational environments handling driver support, billing/AR, maintenance coordination, customer support, and skilled in CRM case management. TOOLS & SYSTEMS ● HubSpot CRM • Google Workspace (Docs, Sheets, Forms) • 3CX • SakariSMS • Stripe • FleetIT • Monday.com ● ● Infloww • Insightful • Hubstaff • Slack • MS Teams • FleetSync • Flespi • AutoIntegrate • Element Ituran GPS • Goldstar GPS • SpireonGPS • GM OnStar WORK EXPERIENCE CUSTOMER CARE SPECIALIST Abroadworks Inc. Fleet Leasing Account (U.S.) | April 2025 – March 2026 Rental Companies: Ucars • Fast Track • Buggy Environment:U.S.Fleet Leasing Operations | DriverSupport, AR/Billing, Maintenance | HubSpot CRM | Remote Monitored service queues across Driver Support, Billing/AR, and Maintenance to maintain operational continuity. ● Managed complex escalations involving driver issues, vehicle recovery, billing disputes, and service coordination. ● Managed and responded to calls, chat, and email through the 3CX phone system to ensure efficient, timely assistance. ● Managed and resolved support tickets using HubSpot CRM. ● CLIENT SERVICE ASSOCIATE TDCX Philippines Meta Support | March 2024 – January 2025 Environment: Digital Advertising | Chat, Call, Email-based customer engagement | Onsite ● ● ● ● Provided expert assistance and troubleshooting for advertisers using Meta’s Ad platforms. Guiding customers through ad account setup, campaign management, and best practices for optimizing Ad performance. Resolving technical issues related to ad delivery, billing, and performance tracking. Offering tailored solutions to help clients maximize their advertising investments. CUSTOMER SUPPORT REPRESENTATIVE INSPIRO Relia Inc. | January 2021 - March 2023 Environment: Flowers, Food and Delivery | Chat, Call, Email-based customer engagement | Remote ● ● ● ● ● Promoted to team leader for exemplary performance and leadership. Accurately processed customer orders for food and delivery services via calls, emails, and chat support, ensuring all details were captured correctly. Demonstrated success in sales techniques, adept at upselling and converting inquiries into sales. Deep understanding of food industry products for precise information and recommendations. Assisted customers with payment processing, order tracking, and resolving delivery issues to ensure seamless service. EDUCATION TECHNOLOGICAL INSTITUTE OF THE PHILIPPINES 2014 - 2015 | BS Architecture ICCT COLLEGES INC. 2015 - 2018 | BS Information Technology CERTIFICATIONS ● Cisco Certified Network Associate ● Bootcamp Trainer Certification ● Social Media Management (SMM) ON-THE-JOB TRAINING IT-HELPDESK SUPPORT SITEL Philippines Corporation | January 2017 – March 2017 Environment: Corporate IT | Ticket-based system support | Onsite ● ● ● ● Troubleshoot and resolve computer hardware and software issues to ensure smooth system functionality. Assist with network connectivity problems and basic network troubleshooting. Set up and manage user accounts, email access, and system configurations for employees. Provide technical support for office tools and internal applications used in daily operations. IT-HELPDESK SUPPORT VST- ECS Philippines Inc. | September 2018 – December 2018 Environment: IT distribution and enterprise | Ticket-based system support | Onsite ● ● ● ● ● Troubleshoot and resolve computer hardware and software issues to ensure smooth system functionality. Provide support for network connectivity and basic network troubleshooting. Install, configure, and maintain desktop computers, laptops, printers, and other IT equipment. Log, track, and resolve IT service requests through a ticketing system. Assist in system updates, software installations, and routine IT maintenance.