Paul Pinca

Adaptable and analytical professional with a strong dual background in high-level technical support and banking consultancy. Proven track record in tech escalation, managing complex network and infrastructure troubleshooting while facilitating targeted training and coaching session for team members. Combines sharp technical problem-solving with an ability to simplify complex concepts, up skill peers and maintain strict adherence to regulatory compliance frameworks.

Everyday Banking Consultant at ANZ Global Services and Operations Inc. (2025-06 – Present)

• Resolved complex customer inquiries regarding personal bank accounts, ensuring high accuracy and service standards.
• Diagnosed and resolved technical issues across digital banking platforms, improving the user experience for mobile and web applications.
• Maintained strict confidentiality and data integrity by adhering to banking security protocols and privacy regulations.
• Executed strict identity verification and authentication protocols to ensure full compliance with banking regulations and internal security standards.

Technical Escalation L2 at TPG Telecom (2021-04 – 2025-06)

• Handle escalated customer concerns and provide timely, accurate resolutions in a high-volume support environment.
• Coordinate with internal teams to investigate issues, track progress, and ensure proper follow-through on client cases.
• Provide coaching and procedure training with our L1 team
• Prioritize multiple tickets cases effectively while maintaining accuracy, professionalism, and service quality.
• Managed complex issues with analytical and investigative work.
• Maintain detailed case documentation and ensure all actions are properly recorded and communicated

Technical Support Representative at TPG Telecom (2019-12 – 2021-04)

• Provided direct support to customers for internet, telephone (VoIP), modem configuration, email, software, and hardware concerns.
• Assisted clients remotely by troubleshooting issues and delivering clear, step-by-step guidance.
• Supported one of Australia's Tier 1 carriers while maintaining strong customer service and resolution standards.
• Managed customer concerns efficiently and escalated complex issues when necessary.
• Built strong experience in communication, organization, multitasking, and service coordination in a fast-paced environment.

Bachelor of Science in Electronics Communication Engineering – Quezon City University (2019)