Frencis Ponce

Highly skilled and results-oriented Customer Service & Technical Support Professional with 12 years of solid experience handling US-based accounts. Graduate of Bachelor of Science in Information Technology from Daniel B.

Pena Memorial College

Foundation, and a Licensed Holder – Global Communications and Management Academy (GCMA). Expert in resolving complex technical issues, managing high-volume inquiries, and delivering exceptional service. Fluent in American English, with strong background in IT, troubleshooting, and team training. Proven ability to turn dissatisfied customers into loyal clients through patience, empathy, and effective communication.

Customer Support Consultant - Eperformax Contact Centers & BPO - Pasay, Metro Manila

(2024-09 - 2025-04)

• Resolved complex technical and account issues quickly, resulting in higher customer satisfaction and retention.
• Created training guides and assisted in onboarding new hires, sharing best practices and product knowledge.
• Investigated and analyzed difficult cases to provide accurate and permanent solutions.
• Exceeded sales and conversion targets using active listening and persuasive communication techniques.

Customer Service Representative / Technical Support Representative - Alorica - Cubao Quezon City

(2024-08 - 2025-03)

• Handled US Telco account, assisted customers with product upgrades, billing concerns, and service activation.
• Delivered accurate information and prompt solutions to concerns, ensuring excellent customer experience.
• Managed escalated calls and complaints efficiently, resolving conflicts to the satisfaction of both customer and company.
• Stayed calm and professional under pressure, even in high-volume and stressful situations.
• Guided customers through website navigation and online transactions, improving overall usability and experience.

Customer Service Representative - Company SITEL - Ortigas, Pasig

(2017-06 - 2020-08)

• Handled US Travel Account; later transitioned to Technical & Identity Security Account (Symantec).
• Assisted customers with security software installation, identity protection, and verification processes.
• Maintained detailed records of all interactions and ensured timely follow-up for every concern.
• Resolved complaints with empathy and patience, building trust and repeat business.
• Managed high-pressure situations professionally and resolved disputes effectively.

Technical Support Representative - Teleperformance - Mandaluyong City

(2015-01 - 2017-04)

• Handled Epson Printer Technical Support Account (US-based) for over 2 years.
• Provided step-by-step remote troubleshooting and repair guidance for hardware and software issues.
• Explained technical solutions in simple, clear terms easy for customers to understand.
• Maintained high quality scores and customer satisfaction ratings consistently.

Customer Service Representative - Convergys Philippines - Quezon City

(2014-12 - 2016-12)

• Handled AT&T Account (US Telco) for 2 years.
• Assisted customers with password resets, email activation, and account configuration.
• Provided customized support strategies for VIP and high-priority clients.
• Turned negative customer experiences into positive results through negotiation and problem-solving.

Bachelor of Science - Information Technology - Daniel B. Pena Memorial College Foundation (2011-10)