Russelle Alma Nanoz

I’m a dedicated and results-driven Customer Care and Technical Support professional with over 10 years of experience delivering high-quality service to US and Canadian clients. My career has been built around one key principle — providing excellent customer experiences through empathy, efficiency, and attention to detail. Over the years, I’ve worked across multiple roles in customer support, technical troubleshooting, and quality assurance, giving me a well-rounded understanding of what it takes to build trust and long-term satisfaction with customers.

In my recent role as a Customer Support Virtual Assistant, I provided multi-channel support via phone, email, and chat, helping customers with their orders, technical concerns, and service requests. I managed daily transactions such as refunds, returns, and replacements while maintaining a 90%+ customer satisfaction rate. I also coordinated with logistics and fulfillment teams to ensure timely resolutions, demonstrating strong communication and follow-through skills. My ability to manage multiple priorities remotely while maintaining accuracy and professionalism has been key to my success in this role.

Earlier in my career, I served as a Technical Support Representative, assisting customers in resolving DSL and telecom issues. I handled inbound troubleshooting calls, walked clients through step-by-step solutions, and coordinated technician dispatches when necessary. This experience strengthened my problem-solving abilities, patience, and capacity to explain technical solutions in clear, simple terms — even to non-technical users.

My work as a Quality Assurance Analyst further deepened my understanding of service excellence. I audited customer interactions, coached support agents, and facilitated calibration sessions to ensure consistent communication standards. Through this, I developed a strong eye for detail and the ability to identify process improvements that enhance both customer experience and team performance.

Across all my roles, I’ve been recognized for my reliability, proactive communication, and dedication to continuous improvement. Whether I’m resolving a technical issue, monitoring quality metrics, or managing service requests, my focus remains on delivering the best possible outcome for the customer and the team. I take pride in being adaptable, tech-savvy, and customer-focused — always striving to uphold high standards of professionalism and service quality in every interaction.