Mitch Claud

BPO professional with 10+ years of experience across technical support, inbound and outbound customer service, collections, and chat support for accounts including a Canadian ISP, an American ISP, Walmart, and an education account. Skilled in troubleshooting technical issues, resolving billing and account concerns, settling customer debts, and supporting Learning Management Systems.

Experience coaching and leading new hire training, serving as point of contact for coaches, and leading teams of up to two groups. Proficient with Zendesk, Salesforce, Five9, Freshdesk, Zoho, QuickBooks Online and Microsoft Office, with an Advanced English Proficiency level (CEFR C1) and additional training in AI tools and automation (Claude AI, ChatGPT, and n8n).

Technical & Customer Service Representative - Community Brand - Momentive

(2025-06 - 2026-06)

• Supported a Learning Management System (LMS) for learners and administrators, resolving platform and access issues.
• Handled inbound calls and managed cases, tickets, and email inquiries in a timely and accurate manner.

Technical & Customer Service Representative - ResultsCX Newtown

(2022-03 - 2025-04)

• Provided technical support for an American ISP account for 6 months, resolving connectivity and service issues.
• Served as Coach for New Hire Training for 1 year and 6 months, onboarding and developing new agents.
• Acted as Lead Co-Coach and Point of Contact (POC) for coaches, managing task coverage during the supervisor's absence.
• Served as Team Lead overseeing 2 teams for 6 months, managing performance and daily operations.

Technical & Customer Service Representative - Concentrix Mactan

(2020-04 - 2022-03)

• Chat Support Specialist for an education account for 6 months, managing and resolving inquiries related to textbooks.
• Customer Service Agent for Walmart for 3 months, handling customer inquiries, billing matters, and order processing.
• Technical and Customer Service Support for an accounting software company, managing support across 6 lines of business (LOB) including tax processing, ledger management, and self-employed accounting.

Technical Support Representative - Sykes Asia Cebu

(2014-09 - 2015-12)

• Provided technical support for a Canadian ISP account for 6 months, resolving customer concerns related to technical issues and billing problems.
• Transferred to a backend technical support account for mobile devices, running and managing software checks to ensure optimal performance.

Collection Specialist - Ebusiness BPO Inc.

(2012-01 - 2014-08)

• Managed inbound and outbound calls as a Customer Sales Representative for 6 months, promoting and securing loans for customers.
• Served as Subject Matter Expert (SME), supporting new agents with production-related questions for 3 months to ensure smooth onboarding.
• Promoted to Collection Specialist, responsible for managing accounts and successfully settling customer debts.

Graphic & Web Designer - Social Peddler India

3 years

Bachelor of Computer Engineering - Computer Engineering - University of Cebu - LM (2019)

Secondary Education - Advance Institute of Technology (2010)