Cyber Steffad E. Layson

Technical Support Advisor I at Concentrix – Shaw, Mandaluyong

Provided technical support to QuickBooks Online users via phone, email, chat, and other communication channels. Diagnosed and troubleshot technical issues related to accounting, invoicing, payroll, and reporting functionalities. Guided customers through step-by-step solutions, ensuring clarity and understanding. Documented customer interactions, issues, and resolutions accurately in the support ticketing system. Collaborated with cross-functional teams including product development and engineering to escalate and resolve complex technical issues. Stayed up-to-date with the latest updates, features, and changes in the QuickBooks Online platform to provide accurate support. Identified opportunities for process improvements and contributed to development of support resources. Maintained high level of customer satisfaction by providing timely and effective support services. Adhered to company policies, procedures, and service standards to ensure consistency and quality. Participated in ong

Customer Service Associate at Open Access BPO - Ayala, Makati W ise

Assisted customers in resolving inquiries, complaints, and product issues promptly, resulting in 95% customer satisfaction rating. Managed a high volume of incoming calls and emails, averaging 40+ interactions per day while maintaining a calm and professional demeanor. Collaborated with cross-functional teams to identify and implement process improvements, resulting in a 20% reduction in average response time. Maintained accurate and detailed records of customer interactions and transactions, ensuring efficient follow-up and timely resolution of outstanding issues.

Customer Service Representative at Teleperformance Mckinley, Taguig Singapore Airlines

Delivered exceptional customer service by promptly addressing and resolving customer inquiries, complaints, and requests, ensuring high customer satisfaction levels. Demonstrated strong communication skills by effectively engaging with a diverse range of customers, providing detailed information on flight schedules, fares, and services. Proactively upsold and cross-sold additional services, consistently achieving and exceeding sales targets, while enhancing the overall customer experience. Collaborated with team members to streamline processes and improve service efficiency, contributing to a seamless and enjoyable travel experience for passengers.

Skateboard Shop Attendant at Droshky Skateboard Shop – Comembo, Makati

Assisted in-store sales and ensured proper customer service including product information, building skateboards, and keeping merchandise area organized. Obtained knowledge of standard inventory procedures while accurately entering and maintaining all inventory records. Exceeded daily sales targets by 35% by maintaining a friendly dialogue with customers and providing them with relevant product information. Successfully arranged store displays and created promotional materials to increase store traffic. Maintained a tidy and orderly work area to ensure a safe and professional environment.

Real Estate Cold Caller at Brain Seed Limited

Collaborated with acquisition managers and team leads to refine call scripts and improve conversion rates. Maintained daily performance metrics, including call volume, response rate, and lead quality. Demonstrated strong communication and persuasive skills in a fast-paced, remote environment.

Technical Support Advisor I at Concentrix

Provided technical support to QuickBooks Online users via phone, email, chat, and other communication channels. Guided customers through step-by-step resolutions, ensuring clarity and understanding throughout the support process. Documented customer interactions, issues, and resolutions accurately in the support ticketing system.

Customer Service Associate at Open Access BPO

Assisted customers in resolving inquiries, complaints, and product issues promptly, resulting in customer satisfaction. Managed a high volume of incoming calls and emails, averaging 40+ interactions per day. Maintained accurate and detailed records of customer interactions and transactions, ensuring efficient follow-up.

Customer Service Representative at Teleperformance

Delivered exceptional customer service by promptly addressing and resolving customer inquiries, complaints, and requests, ensuring high customer satisfaction levels. Demonstrated strong communication skills by effectively engaging with a diverse range of customers, providing accurate and detailed information on flight schedules, fares, and services. Proactively upsold and cross-sold additional services, consistently achieving and exceeding sales targets, while enhancing the overall customer experience. Collaborated with team members to streamline processes and improve service efficiency, contributing to a seamless and enjoyable travel experience for passengers.

Skateboard Shop Attendant at Droshky Skateboard Shop

Assisted in store sales and ensured proper customer service including product information, and building skateboards. Obtained knowledge of standard inventory procedures while accurately entering and maintaining all inventory records. Successfully arranged store displays and created promotional materials to increase store traffic. Maintained a tidy and orderly work area to ensure a safe and professional environment.

Real Estate Cold Caller at Brain Seed Limited

Collaborated with acquisition managers and team leads to refine call scripts and improve conversion rates. Maintained daily performance metrics (call volume, response rate, lead quality). Demonstrated strong communication and persuasive skills in a fast-paced remote environment.

Technical Support Advisor I at Concentrix

Provided technical support for QuickBooks Online users via phone, email, chat and other channels. Guided customers through step-by-step resolutions with clarity. Documented interactions, issues, and resolutions in the ticketing system.

Customer Service Associate at Open Access BPO

Assisted customers in resolving inquiries, complaints, and product issues promptly, driving customer satisfaction. Managed a high volume of calls and emails (40+ interactions per day). Maintained accurate records for efficient follow-up.

Customer Service Representative at Teleperformance

Delivered exceptional customer service by addressing inquiries and resolving issues. Demonstrated strong communication skills with a diverse range of customers, providing information on flight schedules, fares, and services. Proactively upsold and cross-sold services while supporting team efficiency.