Kim Xyrus Dimaano

Computer Engineering graduate and Team Leader with hands-on experience in technical/customer support operations, escalation management, and CRM/ticketing systems. TESDA-certified in Contact Center Services (NCII) and Civil Service Professional eligible. Combines an engineering foundation in troubleshooting and systems thinking with proven leadership of teams of up to 15, coaching agents on issue resolution and driving process improvements across phone and email support channels.

Team Leader - TaskUs - Batangas City, PH

(2025-11 - 2026-02)

• Lead and supervise a 15-member support team, overseeing daily operations, ticket queues, and adherence to performance and SLA targets.
• Deliver one-on-one coaching and technical skill development to improve first-contact resolution and reduce repeat escalations.
• Manage attendance, scheduling, and reporting using workforce management and reporting tools.
• Partner with leadership to resolve complex customer and technical escalations, ensuring timely root-cause resolution.
• Foster a collaborative, solutions-focused team culture across phone and email support channels.

Subject Matter Expert - TaskUs - Batangas City, PH

(2025-01 - 2025-11)

• Handled advanced escalation calls, diagnosing and resolving complex technical and account issues while coaching teammates on troubleshooting procedures.
• Managed refunds, service recovery, and CRM record updates in compliance with company and data-handling policies.
• Identified and implemented process improvements that streamlined issue resolution and improved team performance.

Teammate - TaskUs - Batangas City, PH

(2024-02 - 2025-01)

• Processed customer orders, payments, returns, refunds, and exchanges across multiple support and order-management systems.
• Resolved customer inquiries and technical issues via phone and email, maintaining accurate CRM documentation.
• Logged and tracked customer interactions and case resolutions to support quality assurance and compliance reviews.

Teammate - TaskUs - Batangas City, PH

(2022-12 - 2023-01)

• Provided customer support across phone, email, and social media channels, resolving order, payment, and account issues.
• Maintained CRM records of customer interactions, transactions, and case resolutions.
• Reviewed social media content for policy compliance, documenting moderation actions and outcomes.

Intern (320 hrs) - ERovoutika Electronics Robotics Automation - Makati City, PH

(2022-03 - 2022-05)

• Researched, wrote, and edited technical documentation for engineering and robotics projects.
• Designed graphics and edited video content to support technical product and marketing communications.
• Hosted webinars and live events, presenting technical product information and answering audience questions.
• Followed brand, style, and technical documentation standards across all content and deliverables.

Bachelor of Science - Computer Engineering - Batangas State University – The National Engineering University (2018 - 2024)

Senior High School - Science, Technology, Engineering, and Mathematics - STI College Batangas (2016 - 2018)