Arnold Caracas

Experienced customer service and technical support professional with five years of hands-on experience across three different companies. Skilled in resolving customer issues efficiently, providing technical troubleshooting, and delivering high-quality service in fast-paced environments. Known for strong communication, adaptability, and a customer-first mindset, with a proven track record of maintaining high customer satisfaction.

Complex Customer Service Specialist at Telstra International Philippines Inc (2024-03 – Present)

• Resolve routine to complex customer enquiries and provide technical support
• Resolve routine to complex customer enquiries involving connection issue, account reinstatement, sales/modify using prescribe job aids such as SalesForce, CRM data, and internal process flows.
• Effectively resolve customer's requests and queries.
• Provide advanced troubleshooting to the customer to fix their current service issues.

Teammate/L2 Support at TaskUs (2021-12 – 2024-02)

• Provide support for cryptocurrency transactions, wallet management, and NFT operations
• Provide prompt, accurate, and clear assistance to customers regarding cryptocurrency transactions, wallet management, NFT purchases, sales, and ownership queries.
• Ensure customers understand platform policies, transaction procedures, and digital asset security practices while addressing their concerns with professionalism and technical accuracy.
• Identify, troubleshoot, and resolve technical or transactional problems.
• Assist customers with cryptocurrency transactions, NFT minting, transfers, and wallet connection issues.

Tier 1 Customer Service Representative at TTEC (2020-05 – 2021-11)

• Respond to customer inquiries regarding payment extensions and account assessments
• Respond promptly to customer inquiries regarding payment extensions, due date adjustments, and repayment plans.
• Review customer account histories to assess eligibility for payment extensions and credit adjustments.
• Provide clear explanations to customers about payment terms, extension processes, and assessment outcomes.

Bachelor of Science in Business Administration - Major in Human Resource Management – Polytechnic University of the Philippines (2023)

Bachelor of Science in Hospitality Management - Major in Operation Management – STI College Global City (2017)