Paul Eidelbert Catindig

Customer Service professional with 2.5 years of experience in high-volume environments, including 1 year as a Subject Matter Expert (SME). Technical-minded BSIT graduate skilled in troubleshooting, team coaching, and improving customer satisfaction metrics.

Customer Service Representative / Subject Matter Expert - Teleperformance - Baguio City

(2025-04)

Subject Matter Expert (1 year): Acted as the primary point of contact for floor support, assisting agents with complex technical escalations and policy inquiries.

• Conducted weekly huddles and side-by-side coaching sessions
• Managed multi-channel inquiries (phone, chat, email), resolving technical issues and billing disputes

Customer Service Representative - Teleperformance - Baguio City

(2023-12 - 2025-04)

• Provided end-to-end support for customers, consistently meeting or exceeding monthly KPIs for productivity and quality
• Maintained a high level of product knowledge to provide accurate information regarding services and technical specs

Bachelor of Science in Information Technology - Information Technology - Pangasinan State University – Urdaneta City (2023)