John Canoy

JOHN CARLO I. CANOY Los Bañ os, Laguna 4030 | - |-| LinkedIn PROFESSIONAL SUMMARY Customer Support and Technical Support Specialist with 4+ years of experience across SaaS, healthcare, and e-commerce platforms. Skilled in troubleshooting technical issues, managing high-volume tickets, and resolving customer concerns via chat, email, and voice. Strong background in account management, system navigation, and end-to-end issue resolution with a focus on accuracy, efficiency, and customer satisfaction. SKILLS Technical Troubleshooting Customer Support (Chat, Email, Voice) CRM & Ticketing Systems SaaS Support Account & Access Issues Payment & Order Issue Resolution Escalation Handling & SLA Management Root Cause Analysis Customer Satisfaction (CSAT) Customer Retention & Issue Resolution Process Documentation Cross-Team Collaboration PROFESSIONAL EXPERIENCE SENIOR CONTENT MODERATOR (Meta Ads) – TaskUs, Quezon City, Manila, PH May 2024 - February 2026 Investigated and resolved escalated customer support cases involving restricted Meta Ads accounts, performing in-depth account analysis and reviewing user activity to determine reinstatement eligibility while ensuring policy compliance. Served as Lead Support, guiding a specialized team in evaluating complex account cases and making final decisions on disablement or reinstatement, ensuring alignment with platform policies and risk management standards. Managed high-volume case queues by applying community guidelines and internal policies to deliver consistent, accurate, and compliant account evaluations while meeting SLA targets and maintaining quality benchmarks. May 2023 - May 2024 CUSTOMER SERVICE REPRESENTATIVE (Healthcare) – Nextvas Inc., Los Banos, Laguna, PH Handled high-volume customer support inquiries via Freshdesk across chat, email, and voice channels, resolving medication, dosage, delivery, and treatment-related concerns while maintaining accuracy and customer satisfaction. Oversaw insurance prior authorization processes by verifying coverage, coordinating with providers, and submitting complete documentation, ensuring fast approvals and reducing delays in patient care. Coordinated with pharmacies to confirm medication availability, resolve fulfillment issues, and maintain accurate and timely order processing while ensuring seamless communication between patients and providers. February 2021 - January 2023 TECHNICAL SUPPORT REPRESENTATIVE – HiredHounds Outsourcing, Cavite, PH Diagnosed and resolved technical issues related to system errors, account access, and platform functionality, applying root cause analysis to minimize downtime and improve system reliability. Provided end-user technical support across multiple channels, guiding users through troubleshooting steps and system navigation to ensure fast and effective issue resolution. Oversaw ticket management by prioritizing and resolving support requests within SLA targets, maintaining detailed documentation to support knowledge sharing and continuous process improvement. FREELANCE EXPERIENCE TECHNICAL SUPPORT SPECIALIST | CUSTOMER SUPPORT SPECIALIST 2020 - 2026 Provided technical support for e-commerce and booking platforms, diagnosing and resolving system and user-related issues to ensure smooth platform functionality and minimize service disruptions. Troubleshot platform errors by identifying root causes and implementing effective solutions, reducing downtime and improving overall system performance and reliability. Assisted clients with account setup, configurations, and technical issue resolution, guiding users through platform features to ensure proper usage and a seamless experience. EDUCATION BACHELOR OF SCIENCE IN COMPUTER SCIENCE – Laguna University, Sta. Cruz, Laguna - CERTIFICATIONS AI Foundations for Everyone – IBM AI for Content Creation - TechLab Studios Introduction to Web Applications - HeroVA Costumer Consulting & Support ChatGPT for Project Management - VU Automations and Complex Algorithm - Index Class -