Looks like you have JavaScript disabled. For the full Twine experience, you will need to re-enable it.

Hi, I’m Ivan Marcial Villarosa, a customer-focused technical support specialist who bridges the gap between people and technology. I’ve spent over four years helping global SaaS and e-commerce clients resolve complex issues, optimize workflows, and drive satisfaction. I’m adept at empathetic communication, high-volume queue management, and turning tricky tech into clear, actionable guidance. I’m passionate about combining customer experience with innovative tools and automation to speed up onboarding and resolution times. I thrive in fast-paced, mission-driven teams and am ready to contribute immediately to your next project.…Hi, I’m Ivan Marcial Villarosa, a customer-focused technical support specialist who bridges the gap between people and technology. I’ve spent over four years helping global SaaS and e-commerce clients resolve complex issues, optimize workflows, and drive satisfaction. I’m adept at empathetic communication, high-volume queue management, and turning tricky tech into clear, actionable guidance. I’m passionate about combining customer experience with innovative tools and automation to speed up onboarding and resolution times. I thrive in fast-paced, mission-driven teams and am ready to contribute immediately to your next project.

Ivan Marcial Villarosa E

Content Creator, Web Developer, Content Producer, +2





Hi, I’m Ivan Marcial Villarosa, a customer-focused technical support specialist who bridges the gap between people and technology. I’ve spent over four years helping global SaaS and e-commerce clients resolve complex issues, optimize workflows, and drive satisfaction. I’m adept at empathetic communication, high-volume queue management, and turning tricky tech into clear, actionable guidance. I’m passionate about combining customer experience with innovative tools and automation to speed up onboarding and resolution times. I thrive in fast-paced, mission-driven teams and am ready to contribute immediately to your next project.…Hi, I’m Ivan Marcial Villarosa, a customer-focused technical support specialist who bridges the gap between people and technology. I’ve spent over four years helping global SaaS and e-commerce clients resolve complex issues, optimize workflows, and drive satisfaction. I’m adept at empathetic communication, high-volume queue management, and turning tricky tech into clear, actionable guidance. I’m passionate about combining customer experience with innovative tools and automation to speed up onboarding and resolution times. I thrive in fast-paced, mission-driven teams and am ready to contribute immediately to your next project.

Available to hire

Hi, I’m Ivan Marcial Villarosa, a customer-focused technical support specialist who bridges the gap between people and technology. I’ve spent over four years helping global SaaS and e-commerce clients resolve complex issues, optimize workflows, and drive satisfaction. I’m adept at empathetic communication, high-volume queue management, and turning tricky tech into clear, actionable guidance.

I’m passionate about combining customer experience with innovative tools and automation to speed up onboarding and resolution times. I thrive in fast-paced, mission-driven teams and am ready to contribute immediately to your next project.

Skills

WordPress

Experience Level

WordPress

Expert

Language

English

Advanced

Work Experience

Technical Support Specialist at FareHarbor (a Booking Holdings Company)

March 1, 2023 - June 1, 2025

Handled 30–50+ multi-channel tickets daily (phone, email, CRM via Zendesk) covering dashboard setup, API errors, and WordPress/HTML integrations. Delivered tailored onboarding and troubleshooting support for global clients, maintaining 95%+ CSAT. Created reusable macros and updated knowledge base articles, reducing handling time by 20% and improving first-contact resolution by 15%. Partnered with Product and Engineering teams to triage and replicate bugs, contributing to workflow fixes and improved system stability. Designed GPT-based automation tools and Google Sheets macros to simplify data imports, cutting onboarding time by 70%. Authored technical documentation and client guides with Loom videos, enabling scalable self-service and reducing repetitive tickets by 40%. Trained peers on Zendesk macros, outbound responses, and escalation management.

Customer Support Specialist (CRM & Bookings) at The Entertainment & Education Group (TEEG)

July 1, 2022 - February 28, 2023

Delivered high-volume inbound support (50–70 daily calls/chats) via Freshdesk CRM for bookings, payments, and system updates. Maintained 95%+ SLA performance with high customer satisfaction. Onboarded and trained 3+ new agents, accelerating ramp-up time by 25% and improving overall team productivity. Adapted to new product workflows and CRM updates to ensure process continuity and customer retention.

Tier II Technical Support Specialist at TELUS International - Philippines

October 1, 2019 - December 31, 2021

Served as Tier II escalation point for advanced SaaS and gaming-related issues (network, integrations, PC compatibility). Investigated player account, device, and integration issues using DxDiag logs, crash data, and QA testing tools. Resolved 80–100 tickets daily, reducing repetitive escalations by 15% and increasing Tier I accuracy through mentoring and QA feedback. Documented root causes for recurring technical problems, improving internal knowledge base and triage consistency. Collaborated with Epic Games Product and QA teams to reproduce and validate bug fixes pre-release.