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Rouie Pascua
@jonrouie
Customer Service Specialist
Philippines
Anglais
À propos de moi
A motivated and customer-focused professional specializing in Technical support. Experienced in troubleshooting, complex case resolution, team coaching, and process improvement. Committed to delivering excellent customer service, sharing technical expertise, and helping teams achieve operational excellence.
Compétences
Rouie Pascua
hors ligne •
Temps de réponse moyen de 6 heures
Voir mes services
Assistance client
I will provide professional customer service and technical support
Assistance client
I will be your customer support, customer service representative
Expérience professionnelle
Outsourcing
Temps plein • 3 yrs 10 mos
L2 Customer Service Representative
Jul 2025 - Present • 1 yr 4 mos
As a Level 2 Customer Service Representative, I address more difficult customer concerns, assist with escalated calls as Supervisor, and provide support to frontline agents. In order to maintain a high level of customer satisfaction, my duties include addressing complex technical or account-related issues, advising agents on appropriate procedures and solutions, checking cases for accuracy, and making sure escalations are handled effectively and professionally.
Subject Matter Expert (SME)
May 2024 - Present • 2 yrs 6 mos
I serve as the Subject Matter Expert (SME) for Spypoint and Vosker, providing specialized product knowledge, technical support, and process guidance. I assist the team with complex cases, develop training and reference materials, and ensure consistent and accurate information is shared to improve service quality and resolution
