Charles Michael Caraig
Operations Technical Support Rep III
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About
Dedicated customer service and technical support professional with telecommunications experience, focused on service excellence and continuous growth. Skilled in account management, billing and promotion resolution, and network and device troubleshooting, with strong diagnostic skills and precise CRM documentation. Proven in driving customer satisfaction, reducing repeat contacts, improving processes, and mentoring team members to deliver high-quality support in fast-paced, customer-focused environments.
Experience
Customer Service Representative - Tech Support at Alorica, Centris (2024-04 – 2026-01)
Analyzed and resolved technical issues involving software, hardware, network, and connectivity. Managed high-volume queues and complex cases while mentoring new agents.
- Analyzed and resolved 30+ daily technical issues involving software, hardware, network, and connectivity, achieving 95%+ customer satisfaction through clear, step-by-step troubleshooting and adherence to technical documentation.
- Managed high-volume queues and complex cases, reducing escalations by identifying recurring issues and implementing permanent solutions.
- Recognized for reliability and strong communication; regularly mentored new agents during onboarding and ramp-up periods.
Customer Service Representative - Account Specialist at Alorica, Centris (2023-12 – 2024-04)
Managed accounts and resolved billing, order, and promotional concerns. Supported customers with multiple active service plans and achieved high performance metrics.
- Ranked in the top 10–15% of representatives in account for customer satisfaction and issue resolution by managing accounts, resolving billing, order, and promotional concerns, and ensuring accurate records and timely resolutions.
- Supported customers with 10+ active service plans and promotions, increasing plan retention and upsell acceptance by 15–20% through precise account analysis and tailored recommendations.
- Consistently met or exceeded KPIs, including average handle time, quality assurance scores, and CSAT.
Education
Bachelor of Science in Information Technology (BSIT) with specialization in Mobile and Web Applications (MWA) – National University, Manila (2024-08 – 2025-12)
Senior High School in Humanities and Social Sciences – South East Asia Institute of Trade and Technology, Fairview (2021-08 – 2023-07)
