Niña Bascuña

Experienced Customer Service and Technical Support Professional with a strong background supporting international clients across the US, UK, AU, and NZ markets. Skilled in handling technical troubleshooting, account management, and customer inquiries across industries including telecommunications, healthcare, banking, e-commerce, and consumer electronics. Proven ability to deliver high-quality support through voice and chat channels while resolving complex issues efficiently.

Adept at working in fast-paced environments, managing tickets, and providing solutions that enhance customer satisfaction. Committed to continuous improvement, strong communication, and delivering excellent service experiences.

Chat Support Representative – Verizon - Afni

(2025-11 - 2026-06)

Provided real-time chat support for billing and technical concerns for Verizon.

• Provided real-time chat support for billing and technical concerns (Written Communication, Multitasking, Technical Support)
• Managed multiple concurrent chats efficiently (Time Management, Productivity, Organization)
• Identified and resolved customer issues promptly (Problem-Solving, Analytical Thinking)
• Maintained high CSAT and response metrics (Customer Focus, Performance Management, Efficiency)

Customer Service Representative – CitiBank - Genpact

(2025-04 - 2025-11)

Assisted customers with transactions and account-related concerns for CitiBank.

• Assisted customers with transactions and account-related concerns (Financial Knowledge, Accuracy, Customer Service)
• Verified accounts and handled sensitive data securely (Fraud Awareness, Compliance, Attention to Detail)
• Resolved complex financial inquiries (Problem-Solving, Critical Thinking, Decision-Making)
• Maintained service quality and regulatory standards (Quality Assurance, Professionalism, Integrity)

Advisor II, Customer Service – Optus (AU Telco) - Concentrix

(2024-05 - 2024-08)

Provided customer support for billing, service, and technical issues for Optus.

• Resolved billing, service, and technical issues (Customer Service, Technical Troubleshooting, Problem-Solving)
• Managed tickets, follow-ups, and escalations (Ticket Management, Time Management, Organization)
• Troubleshot mobile, broadband, and network concerns (Technical Knowledge, Analytical Skills)
• Delivered support across multiple channels (Multitasking, Adaptability, Communication)

Customer Support Representative – Amazon Seller Central - Majorel (now Teleperformance)

(2019-09 - 2019-12)

Supported sellers with account management and listing concerns on Amazon Seller Central.

• Supported sellers with account management and listing concerns (Account Management, Customer Support, E-commerce Knowledge)
• Investigated and resolved policy violations (Analytical Thinking, Problem-Solving, Decision-Making)
• Educated sellers on best practices and performance improvement (Advisory Skills, Coaching, Communication)
• Managed escalations and sensitive cases (Ownership, De-escalation, Critical Thinking)

Customer Support Representative – Blue Cross Blue Shield - Alorica

(2019-04 - 2019-08)

Assisted healthcare providers with claims, eligibility, and benefits for Blue Cross Blue Shield.

• Assisted healthcare providers with claims, eligibility, and benefits (Healthcare Systems Knowledge, Attention to Detail)
• Navigated multiple systems to verify and process information (Multitasking, System Navigation, Accuracy)
• Ensured HIPAA compliance and data confidentiality (Data Privacy, Compliance, Integrity)
• Resolved inquiries efficiently while maintaining professionalism (Customer Service, Conflict Resolution, Communication)

Primary Education - Post Elementary School (2002-09 - 2008-06) Brgy. Mayapa, Calamba City, Laguna 4027

Secondary Education - Camp Vicente Lim Integrated School (formerly CVLNHS) (2008-09 - 2012-06) Brgy. Mayapa, Calamba City, Laguna 4027

Bachelor of Secondary Education - Major in Social Studies - Laguna College of Business and Arts (2012-09 - 2018-06) Brgy. III, Calamba City, Laguna 4027