Eugene Paul C. Racraquin
Customer Support Specialist | Technical Support Representative
Novaliches, Quezon City, PH.About
Highly adaptable and results-oriented professional with 4+ years of experience in BPO operations and customer support, specializing in technical assistance, account resolution, and complex inquiry management. Proven ability to deliver exceptional service across multiple channels, streamline processes, and leverage diverse tools to meet customer expectations and drive satisfaction in fast-paced environments.
Education
ALTERNATIVERT LEARNING CENTER
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SECONDARY
Secondary Education
PLACIDO DEL MUNDO ELEMENTARY SCHOOL
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PRIMARY
Primary Education
Languages
English
Filipino
Skills
Customer Support
Client Relations, Technical Assistance, Inquiry Resolution, Multichannel Support (Email, Chat, Calls), Customer Satisfaction.
Operations Management
Reservations Management, Complaint Resolution, Returns Processing, Troubleshooting, Workflow Optimization.
Account Management
Billing & Collections, Account Resolution, Information Delivery, Inter-departmental Collaboration.
Technical Proficiency
Zendesk, Notion, Google Meet, Calendly, Case Documentation, System Navigation.
Communication
Verbal Communication, Written Communication, Active Listening, Professional Demeanor.
Problem Solving
Issue Identification, Solution Implementation, Critical Thinking, Conflict Resolution.
Organizational Skills
Detail-Oriented, Documentation, Time Management, Independent Work.
Work
Optum Global Solutions
|Member Services Representative
Quezon City, Phillippines
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Summary
Handling inbound and outbound calls for prescription benefits and health imsurance claims
PARTNER HERO-BPO
|CUSTOMER SUPPORT SPECIALIST
Taguig City, Metro Manila, Philippines
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Summary
Provided specialized customer support for health insurance inquiries and reimbursement requests, ensuring efficient service delivery and client satisfaction.
Highlights
Managed comprehensive health insurance inquiries and reimbursement requests for Health Wallet (FSA) accounts, ensuring accurate information delivery.
Coordinated and scheduled appointments for clients with Licensed Consultants using Zendesk, Notion, Google Meet, and Calendly, optimizing consultant availability.
Utilized multiple CRM and scheduling tools to streamline customer interactions and facilitate timely resolution of complex requests.
Maintained high standards of customer service, consistently meeting customer expectations for support and information.
ACQUIRE – BPO
|TECHNICAL SUPPORT REPRESENTATIVE
Quezon City, Metro Manila, Philippines
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Summary
Delivered comprehensive technical support across multiple communication channels, resolving diverse issues and ensuring high customer satisfaction.
Highlights
Provided technical assistance to customers via email, live chat, and calls, resolving various complex technical issues efficiently.
Maintained meticulous and up-to-date case documentation for future reference, improving knowledge base accuracy and team efficiency.
Developed and sustained strong customer relationships, consistently meeting quality expectations and enhancing overall service experience.
Applied problem-solving skills to troubleshoot technical challenges, ensuring timely and effective resolutions for users.
TELUS INTERNATIONAL PHILIPPINES – BPO
|OPERATIONS REPRESENTATIVE II
Quezon City, Metro Manila, Philippines
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Summary
Managed diverse operational tasks, including car rental reservations, complaint resolution, and return processing, ensuring smooth service delivery.
Highlights
Handled a high volume of car rental reservations, ensuring accuracy and efficiency in booking processes.
Processed customer complaints and returns, implementing effective troubleshooting techniques to resolve issues promptly.
Streamlined operational workflows for car rental services, contributing to improved customer experience and satisfaction.
Collaborated with internal teams to ensure seamless service delivery and address customer inquiries effectively.
CONCENTRIX – BPO
|ACCOUNT RESOLUTION REPRESENTATIVE
Quezon City, Metro Manila, Philippines
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Summary
Managed billing and collections for a radio satellite service campaign, collaborating with internal teams to provide accurate customer information.
Highlights
Managed billing and collections for a Radio Satellite Service Campaign, successfully resolving account discrepancies.
Liaised with various internal teams to ensure accurate information delivery to customers and service accounts.
Addressed customer inquiries related to billing and service, enhancing customer understanding and satisfaction.
Contributed to maintaining positive customer relationships by effectively resolving account-related issues.