James Gutierrez
Operations and customer support professional with 4+ years of experience in remote service environments
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About
Operations and customer support professional with 4+ years of experience in remote service environments, specializing in operations coordination and customer support. Experienced in multi-queue operational environments handling driver support, billing/AR, maintenance coordination, customer support, and skilled in CRM case management.
Experience
CUSTOMER CARE SPECIALIST - Abroadworks Inc. Fleet Leasing Account (U.S.) - Remote
(2025-04 - 2026-03)
U.S. Fleet Leasing Operations | Driver Support, AR/Billing, Maintenance | HubSpot CRM
- Monitored service queues across Driver Support, Billing/AR, and Maintenance to maintain operational continuity.
- Managed complex escalations involving driver issues, vehicle recovery, billing disputes, and service coordination.
- Managed and responded to calls, chat, and email through the 3CX phone system to ensure efficient, timely assistance.
- Managed and resolved support tickets using HubSpot CRM.
CLIENT SERVICE ASSOCIATE - TDCX Philippines Meta Support - Onsite
(2024-03 - 2025-01)
Digital Advertising | Chat, Call, Email-based customer engagement
- Provided expert assistance and troubleshooting for advertisers using Meta's Ad platforms.
- Guiding customers through ad account setup, campaign management, and best practices for optimizing Ad performance.
- Resolving technical issues related to ad delivery, billing, and performance tracking.
- Offering tailored solutions to help clients maximize their advertising investments.
CUSTOMER SUPPORT REPRESENTATIVE - INSPIRO Relia Inc. - Remote
(2021-01 - 2023-03)
Flowers, Food and Delivery | Chat, Call, Email-based customer engagement
- Promoted to team leader for exemplary performance and leadership.
- Accurately processed customer orders for food and delivery services via calls, emails, and chat support, ensuring all details were captured correctly.
- Demonstrated success in sales techniques, adept at upselling and converting inquiries into sales.
- Deep understanding of food industry products for precise information and recommendations.
- Assisted customers with payment processing, order tracking, and resolving delivery issues to ensure seamless service.
IT-HELPDESK SUPPORT - SITEL Philippines Corporation - Onsite
(2017-01 - 2017-03)
Corporate IT | Ticket-based system support
- Troubleshoot and resolve computer hardware and software issues to ensure smooth system functionality.
- Assist with network connectivity problems and basic network troubleshooting.
- Set up and manage user accounts, email access, and system configurations for employees.
- Provide technical support for office tools and internal applications used in daily operations.
IT-HELPDESK SUPPORT - VST- ECS Philippines Inc. - Onsite
(2018-09 - 2018-12)
IT distribution and enterprise | Ticket-based system support
- Troubleshoot and resolve computer hardware and software issues to ensure smooth system functionality.
- Provide support for network connectivity and basic network troubleshooting.
- Install, configure, and maintain desktop computers, laptops, printers, and other IT equipment.
- Log, track, and resolve IT service requests through a ticketing system.
- Assist in system updates, software installations, and routine IT maintenance.
Education
BS - Architecture - TECHNOLOGICAL INSTITUTE OF THE PHILIPPINES (2014 - 2015)
BS - Information Technology - ICCT COLLEGES INC. (2015 - 2018)
