Ferdinand Lorilla

I am a customer service professional with over 10 years of experience. I handle high-volume support and complex inquiries with minimal supervision while maintaining a genuine and helpful tone. Beyond standard support, I also bring different skill sets that I acquired from years of experience, from managing social media storefronts to resolving technical escalations.

I focus on delivering high-quality results while staying organized and proactive. I'm looking to bring my blend of technical expertise and people-first service to a supportive team.

Online Store Owner / Freelancer - Self-Employed

(2021-01 - 2026-12)

• Manage postings through social media platforms (Instagram and Facebook).
• Check which items are appealing to customers through data, then plan for future posts.
• Assist and talk to buyers in getting the appropriate item that will cater to their needs.

Technical Support Representative (Telco) - Teleperformance

(2019-01 - 2021-12)

• Receives technical escalations that are hard to resolve by level one agents, and makes sure that all possible workarounds and resolutions are exhausted to resolve an issue.

Freelancer - Self-Employed

(2016-01 - 2019-12)

• Provided administrative support (calendar scheduling, MS Office Utilization)
• Cold calling and lead generation

Subject Matter Expert (Telco/Billing) - Convergys

(2015-01 - 2016-12)

• Supported level 1 agents and made sure they provided accurate resolution.
• Assist our team leader and get escalation calls when necessary.

Mortgage Collections / Financial Assessment Unit - IBM

(2013-01 - 2015-12)

• Assist customers in processing their mortgage payments. Make sure that they are on the best payment plan, which is both realistic and feasible. When a customer is experiencing financial difficulties, we assess their income and expenses.

Technical Support Representative - Teletech

(2009-01 - 2013-12)

• Resolve customer issues with their computer peripherals and peripheral settings.
• Process orders of new peripherals and process returns.

QA / General & Medical Transcriptionist - Magellan Solutions Inc.

(2007-01 - 2009-12)

• Scrub and monitor chats to ensure they align with company standards and policies, and provide feedback to agents as needed.

Bachelor's - Office Administration - Polytechnic University of the Philippines (2003-01 - 2007-12)