Ella Anthonette Cancela

Customer support professional with 4+ years resolving high-volume inquiries across email, chat, and ticketing systems. Delivers 92% first-contact resolution and 98% documentation accuracy with strong SLA adherence and escalation handling.

Technical Support Representative - TTEC - Quezon City, Metro Manila

(2023-12 - 2025-10)

• Handled 1,200+ monthly inquiries via email and live chat, achieving 92% first-contact resolution and <2-min avg response time
• Maintained 98% ticketing accuracy, reducing repeat inquiries by 15% through thorough handover documentation
• Boosted CSAT scores by 20% via empathetic responses and context-rich escalations to specialized support teams

Technical Support Representative - VXI GLOBAL SOLUTIONS - Quezon City, Metro Manila

(2023-01 - 2023-10)

• Resolved 1,200+ technical inquiries monthly with 92% first-call resolution through clear, educational customer guidance
• Maintained accurate CRM records and coordinated cross-team communication to ensure seamless issue resolution
• Delivered consistent service quality while managing high ticket volumes across multiple concurrent support queues

Party Host - JOLLIBEE - Quezon City, Metro Manila

(2018-08 - 2022-07)

• Delivered end-to-end customer service for children's events, managing bookings, logistics, and on-site execution for 4+ years

BS - Psychology - Mary the Queen College (2023-04)