John Angelo Olalia Cunanan

John Angelo Cunanan Block 7 Lot 52 Phase 1 San Lorenzo South Subd, Sta. Rosa, Laguna, Philippines Phone: - | Email:- Professional Summary Customer Service and Technical Support Specialist with over 10 years of experience across insurance, telecom, and e-commerce industries. Proven track record in delivering high-quality support, managing client expectations, and utilizing tools like Zendesk, Zoho, and Google Suite. Quick learner with strong multitasking and communication skills. Core Competencies - Customer Service & Retention - Virtual Assistance & Executive Support - Chat & Email Support - Technical Troubleshooting - Data Entry & Lead Generation - CRM: Zendesk, Zoho, Google Workspace - Strategic Planning & Reporting - Fast Learner with Short Learning Curve Professional Experience Customer Service Executive Cloudstaff Philippines (Str8line Group Enterprises - FL, USA) June 2021 - August 2024 - Provided multi-carrier insurance support for home, auto, and flood policies. - Used Zendesk, Zoho, and Google Drive for case management and documentation. - Handled customer queries, data updates, and policy processing with high accuracy. Customer Care Associate Asurion Philippines 2019 - 2021 - Processed claims for items such as appliances, musical instruments, and jewelry. - Delivered exceptional service while managing multiple customer interactions. - Trained in insurance policies and escalation handling. Customer Service Expert / Technical Support / Sales Support Concentrix Philippines (formerly Convergys) 2012 - 2019 - Supported T-Mobile UK and Optus Australia with mobile and tablet troubleshooting. - Assisted with new phone launches, tracking sales, and customer upgrades. - Developed product knowledge across telecom and mobile hardware. Ground Steward PAGSS - Cathay Pacific 2010 - 2012 - Assisted passengers during check-in and boarding at the airport. - Ensured smooth boarding operations while delivering courteous service. Education Flight School International, Pasay BS Aircraft Maintenance Engineering (2005 - 2010) MAPUA University BS Computer Science (Undergraduate, 2004 - 2005) Virtual Assistant Niches - Customer Support - Technical Assistance - Data Entry - Lead Generation - Executive/Virtual Assistant - Email & Chat Management Technical Tools & Software - Zendesk - Zoho CRM - Google Drive / Workspace - Microsoft Office (Word, Excel) - Client-provided proprietary tools