Monica Dimayuga

MONICA DIMAYUGA Technical Support Representative Customer Support Representative I’m a detail-driven professional with 12 years of customer support experience and 5 years in technical support, helping businesses deliver smooth, reliable service to their customers. Over the years, I’ve worked in fast-paced environments where accuracy, problem-solving, and clear communication weren’t optional—they were essential. From resolving complex technical issues to handling high-volume customer inquiries, my focus has always been the same: understanding the customer, identifying the real problem, and delivering solutions that work. This experience has trained me to analyze patterns, spot inefficiencies, and make data-backed decisions—skills. Professional Experience Technical Support Representative L2 Philippines Technical Skills Network troubleshooting 2007 - 2013 Alorica Phils. | Lipa City, Batangas, Philippines Delivered advanced technical support for internet connectivity, including broadband, fiber, DSL, and wireless services Diagnosed and resolved issues related to modems, routers, Wi-Fi networks, IP configurations, latency, packet loss, and outages (TCP/IP, DNS, DHCP, Guided customers through step-by-step troubleshooting using clear, LAN/WAN) non-technical language Modems, routers, and WiFi configuration Performed remote diagnostics, line tests, and signal checks using internal ISP tools Handled escalated and complex cases, ensuring timely resolution and Speed, latency, and signal proper follow-up diagnostics Coordinated with network operations, field technicians, and Tier 2/3 Remote support and support teams Documented cases accurately in CRM and ticketing systems ticketing systems Educated customers on service features, equipment setup, and CRM platforms and network optimization knowledge bases Windows and macOS basic troubleshooting Maintained high performance metrics for CSAT, AHT, FCR, and quality assurance Adhered to company policies, security standards, and data privacy requirements Soft Skills Excellent verbal and written communication Strong problem-solving and analytical skills Customer-focused and empathetic approach Ability to remain calm under pressure Time management and multitasking Mentorship and peer support (informal leadership) Tools & Systems Order management and billing systems Knowledge bases and internal dashboards Voice, chat, and email support tools Proficient in Microsoft Office applications, including Microsoft Word, Microsoft PowerPoint, and Microsoft Excel Experienced in using CRM tools for customer management, case tracking, and data organization Knowledgeable in Google Workspace (Docs, Sheets, Drive, Gmail) for collaboration and productivity Familiar with AI-powered tools such as ChatGPT, Canva, and Google Gemini Customer Support Representative 2013 - 2025 TTec Holdings Inc. | Lipa City, Batangas, Philippines ·Provided end-to-end customer support for mobile and landline phone services, including billing, account changes, plan inquiries, and service issues ·Handled customer concerns for food delivery platforms, including order status, missing or incorrect items, refunds, promotions, and delivery delays ·Resolved issues through active listening, problem analysis, and effective solution delivery ·Managed high call and case volumes while maintaining quality and efficiency standards ·Processed billing adjustments, refunds, credits, and account updates accurately ·De-escalated dissatisfied customers with professionalism and empathy ·Documented interactions thoroughly in CRM and ticketing systems ·Coordinated with internal teams (billing, technical support, merchants, drivers, or dispatch) to resolve customer concerns ·Followed company policies, compliance standards, and data privacy guidelines ·Met or exceeded KPIs including CSAT, AHT, FCR, and quality scores Achievements & Contributions Consistently achieved high customer satisfaction scores over long-term tenure Reduced repeat calls through effective root-cause resolution Recognized as a subject matter expert for internet connectivity issues Supported onboarding and coaching of new hires Trusted with handling sensitive and high-priority customer cases