Emmanuel Lorenzo
Customer Support & Customer Experience Specialist with 7 years of BPO experience
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About
Customer Support Specialist with 7 years of BPO experience supporting Singtel customers in billing enquiries, collections, payment arrangements, service reconnections, and account concerns. Consistently maintained 95–100% QA, achieved 326–335 second AHT against a 340-second target, delivered First Call Resolution, and received customer commendations. Experienced in CRM-based customer support, documentation, problem solving, and high-volume customer interactions.
Seeking a work-from-home Customer Support, Virtual Assistant, or Administrative Support role.
Experience
Customer Support Specialist (Customer Service Representative) at Concentrix Philippines (2019-09 – 2026-07)
Client: Singtel
- Handled inbound customer enquiries related to billing, payments, collections, payment extensions, and service reconnections.
- Used BCC CRM to review customer accounts, document interactions, and support accurate and efficient case resolution.
- Maintained 95–100% quality scores while consistently meeting customer service expectations.
- Achieved an Average Handle Time of 326–335 seconds against a 340-second target while maintaining service quality.
- Consistently worked toward First Call Resolution by identifying customer needs and resolving concerns within the interaction.
- Communicated payment options and service-related information clearly while handling sensitive billing and account concerns.
- Received customer compliments/commendations through email for service provided.
Education
Bachelor of Hotel and Restaurant Management in Hotel and Restaurant Management – Lyceum of the Philippines University Manila (2011 – 2014)
Undergraduate in Hotel and Restaurant Management – PATTS College of Aeronautics (2015 – 2017)
