Paulo Osorio Jacobe

PAULO OSORIO JACOBE Customer Service & Technical Support Specialist PROFESSIONAL SUMMARY A detail-oriented, results-driven Customer Service Representative with nearly 10 years of progressive experience in high-volume environments, specializing in billing, technical support, and collections. Proven ability to provide actionable insights, resolve complex issues, and drive customer retention through effective communication and problem-solving skills. Experienced in both inbound and outbound support, including dispatching technicians and managing HIPAA compliant documentation. PROFESSIONAL EXPERIENCE CUSTOMER SUPPORT REPRESENTATIVE II MAR. 2024 – SEPT. 2025 PayPal Philippines Inc. | Muntinlupa City * Conducted inbound and email support for PayPal users having issues with their accounts. * Successfully resolved money transfer issues/concerns resulted by failed bank to PayPal communication. TECHNICAL SUPPORT REPRESENTATIVE II AUG. 2022 – MAR. 2024 Sutherland Global Services Inc. | Carmona City * Serviced American customers across US with their technical issues related to satellite television subscription. * Achieved upsell targets by being in-charged of all telecommunications related concerns (mobile, internet and TV) and handled upselling for a tech-insurance subscription. * Coordinated and dispatched technicians onsite to do technical visits and service restoration. BILLING AND TECHNICAL SUPPORT REPRESENTATIVE II JULY. 2019 – AUG. 2022 RMS Collect Philippines Inc. (An iQor Company) | Santa Rosa City * Provided expert technical related walkthrough for internet and broadband customers. * Managed and dispatched technicians for onsite work to restore internet connectivity, buried wire requests and phone number switching for POTS (Plain Old Telephone System) line consumers. DOCUMENT RETRIEVAL SPECIALIST JULY. 2016 – JULY. 2019 AHM Outsourcing Inc. | San Pedro City * Secured and streamlined the retrieval of sensitive medical records and charts for clients by conducting outbound calling and email follow ups with medical facilities. * Maintained 100% compliance by safe-keeping HIPAA compliant forms and authorizations with secured encryption before sending to medical liaisons. KEY SKILLS | Hard Skills | Soft Skills (Value-Focused) | | CRM (Salesforce, CRM) | Analytical Thinking & Problem Solving | | Technical Support & Troubleshooting | Communication (Inbound/Outbound) | | Microsoft Outlook & PowerPoint | Time Management & Prioritization | | Billing & Collections Experience | Actionable Insights & Results-Driven | CHARACTER REFERENCES Will issue upon Request.