Josefranz Arne Abad

JOSEFRANZ ARNE R. ABAD-| - | Angeles City, Pampanga linkedin.com/in/josefranz-arne-abad-73032a10a/ Portfolio: https://tinyurl.com/franzabad PROFESSIONAL SUMMARY I am a reliable and adaptable Technical and Customer Support Specialist with over five years of experience assisting customers via chat and email. My work with a SaaS product (Virtual Private Network) sharpened my ability to troubleshoot software issues, billing concerns, and account management. I’m detail-oriented, patient, and solutions-driven, with a strong commitment to providing accurate, empathetic, and timely support. In addition to my support role, I also served as a Compliance Reviewer, ensuring customer data deletion requests met privacy standards under GDPR and CCPA. This involved identifying process gaps, reviewing case accuracy, and collaborating with internal teams to maintain strict compliance and resolution quality. Beyond customer support, I bring a creative and technical edge from my background as a Graphic Designer, Print Production Specialist, and IT Instructor. These roles have strengthened my communication, training, and digital skills, making me a well-rounded professional capable of adapting to diverse environments and team needs. WORK EXPERIENCE Technical Support Specialist Exacot – Angeles City, Pampanga | January 2020 – April 2025 Delivered chat and email support to 50+ customers daily using Zendesk and SnapEngage, addressing billing issues, VPN setup, cancellation requests, profile updates, and general technical concerns. Handled account changes and cancellation requests, including explaining terms and processing refunds, and applying policy-based fees while maintaining a high standard of customer care. Followed up on post-service feedback and customer satisfaction surveys to ensure quality resolution and identify areas for improvement. Guided users step-by-step through VPN installations and connectivity issues on Windows, Mac, Android, and iOS, using remote tools like LogMeIn for real-time assistance. Maintained accurate CRM documentation and collaborated with internal teams (via Google Workspace) to resolve escalations, report bugs, and contribute to service enhancements. Demonstrated adaptability and ownership in a dynamic work environment, consistently meeting KPIs and helping shape support workflows. Compliance Reviewer Exacot – Angeles City, Pampanga | July 2024 – April 2025 Reviewed account deletion request tickets to ensure strict adherence to the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA). Identified discrepancies, provided constructive feedback to agents regarding mishandled customer account deletion requests, and meticulously documented findings in Google Sheets to enhance resolution quality and compliance. Collaborated with the account deletion team and other internal departments via Google Chat and Slack to maintain compliance and streamline operational processes. Consistently met KPIs within 98%-100% Graphic Designer & Print Production Specialist FK Prints – Santa Maria, Ilocos Sur | April 2014 – December 2019 Designed and printed custom graphics on a variety of merchandise, utilizing Adobe Photoshop. Managed the entire printing process to ensure high-quality output and customer satisfaction. IT Instructor Northern Luzon Adventist College – Sison, Pangasinan | June 2010 – March 2014 Delivered lectures on computer-related subjects, facilitated hands-on lab session, designed comprehensive course materials, and conducted examinations to assess student learning. Provided technical assistance on projectors and computers (PowerPoint) for campus and church events ensuring smooth presentation. SKILLS Technical Support: Remote Assistance (LogMeIn, TeamViewer), Software Installation, Configuration, and Troubleshooting Customer Service: Chat & Email Support (Englisg language), Ticketing Systems (Zendesk), Chat Tools (Zendesk, SnapEngage) Collaboration Tools: Google Workspace (Gmail, Chat, and Calendar), Slack and Zoom Productivity Tools: Google Workspace (Sheets, Docs, and Slides) and Microsoft Office (Word, Excel, and PowerPoint) Core Competencies: Effective Communication, Tech-savvy, Problem Solving, Empathy, Adaptability, Attention to Detail, Teamwork, Patience, Reliability, Professionalism and Customer Retention Design Software: Adobe Photoshop and Canva EDUCATION Bachelor of Science in Information and Computer Science Northern Luzon Adventist College (NLAC) – Sison, Pangasinan Graduated as Cum Laude CHARACTER REFERENCES Lester Mendoza – Quality Analyst Email address:-Phone number: - Ryandale Vinluan – Team Leader Email address:-Phone number: -