Josephine Galang

Performance-driven Technical Operations and Queue Systems Leader with over 15 years of experience optimizing high-volume support structures, billing workflows, and complex software environments. Combines advanced technical diagnostic depth as a sequential Level 3 Technical Specialist with 7.5 years of direct frontline leadership managing real-time queue health, workload distribution, and strict client SLAs. Proven track record of auditing ticketing data, handling high-stakes client communication pipelines, and building scalable agent training frameworks.

Expert at translating intricate product friction into streamlined workflows that safeguard enterprise a

Customer Service Representative - RESOLUTE PROPERTY TAX SOLUTIONS - Dallas, Texas, United States (Remote from PH)

(2022-10)

• Manage end-to-end communication pipelines, answering customer emails, and handling inbound phone calls for residential and corporate portfolios.
• Translate dense property tax processes, company services, and proprietary software data discrepancies into clear insights for clients.
• Direct information collection and contract/agreement preparation, consistently safeguarding pipeline velocity and account satisfaction.

Level 3 Technical Specialist / Billing Operations Lead - CONCENTRIX PHILIPPINES - Quezon City, National Capital Region, Philippines

(2020-05 - 2022-09)

• Level 3 Technical Specialist (Apr 2021 – Sep 2022): Advanced through rigorous technical tiering to serve as the final escalation boundary for complex system bugs and application exceptions.
• Senior Technical Specialist (Dec 2020 – Sep 2022): Isolated software conflicts, environment configuration failures, and network sync anomalies for a demanding global user base.
• Multi-Media Billing Specialist / Level 2 Billing Specialist (Feb 2021 – Sep 2022): Managed complex account subscription states, verified payment logic, and audited cross-functional billing data to minimize revenue leakage.
• Level 1 Technical Specialist (May 2020 – Dec 2020): Delivered rapid-response frontline technical support, optimizing initial resolution speeds and ticket triage consistency.

Customer Support Specialist - AFNI PHILIPPINES INC. - Quezon City, National Capital Region, Philippines

(2019-05 - 2019-12)

• Handled high-volume inbound calls, managing back-to-back phone queues with strict adherence to schedule and call routing protocols.
• Resolved technical voice inquiries regarding device troubleshooting, mobile network drops, and cellular data connectivity issues live.
• Managed complex billing live, clarifying plan structures, processing device payments, and resolving promotional pricing discrepancies on the phone.
• Exceeded voice-specific KPIs, maintaining low Average Handle Time (AHT) while hitting 95%+ First Contact Resolution (FCR) targets.
• De-escalated intense phone situations, using active listening and empathetic verbal cues to prevent customer churning and boost loyalty.
• Navigated multiple CRM software screens while speaking with customers to verify accounts and document interaction details seamlessly.

IG Manager - UPWORK - Freelance / Remote

(2019-03 - 2019-07)

• Conducted digital research and analyzed audience growth, data metrics, and engagement reach on a daily basis to optimize brand visibility.
• Grew organic followers by implementing targeted engagement strategies.
• Designed visual content using Canva to maintain brand consistency.
• Scheduled weekly posts and stories using automation tools.
• Analyze monthly insights to optimize reach and engagement rates.
• Wrote compelling captions tailored to specific target audiences.
• Managed community interactions by responding to comments

Team Leader (Billing & Client Operations) - HGS – HINDUJA GLOBAL SOLUTIONS - Quezon City, Philippines

(2011-07 - 2018-12)

• Directed daily operations and queue health for a frontline team of agents handling high-complexity billing, enrollment, and digital processing portfolios.
• Monitored real-time call volumes, dynamically distributed tasks based on agent areas of expertise, and adjusted staffing arrays to consistently hit target SLAs.
• Owned daily Tier-2 and Tier-3 escalations from brokers and corporate accounts, establishing systemic "one-touch" resolutions to permanently eliminate recurring issues.
• Audited performance data, generated agent activity tracking reports, and ran regular performance calibration sessions to boost team accuracy.
• Senior Customer Service Representative (Sep 2009 – Jul 2011): Provided floor guidance, reviewed secure outbound documentation, and resolved difficult broker enrollment issues.
• Customer Service Specialist (Sep 2008 – Sep 2009): Managed premium financial accounting, verified check processing, and executed complex membership profile upgrades.

CSAT Team Leader-Trainee - TELEPERFORMANCE PHILIPPINES - Mandaluyong City, Metro Manila, Philippines

(2007-11 - 2008-05)

• Supervised and motivated teams of frontline phone agents, driving daily engagement to meet and exceed strict departmental performance quotas.
• Conducted technical training curricula regarding new mobile products, wireless services, and upgraded network operational policies for incoming staff.
• Coached low-performing agents on call-handling techniques, directly raising team Customer Satisfaction (CSAT) scores and reducing call escalations.
• Analyzed team performance metrics to identify service gaps, implementing targeted action plans to improve overall queue efficiency.

Customer Service Representative - TELEPERFORMANCE PHILIPPINES - Mandaluyong City, Metro Manila, Philippines

(2005-05 - 2007-11)

• Provided seamless line activations, equipment upgrades, and phone plan onboarding for a high-volume mobile user base.
• Resolved complex billing inquiries, managed collections processing, and negotiated payment arrangements to secure customer retention.
• Delivered foundational technical assistance live on voice calls, troubleshooting device bugs, SIM card errors, and network connectivity drops.
• Maintained peak resolution metrics, consistently achieving high First Contact Resolution (FCR) scores under strict average handle time limitations.

Teacher / Classroom Management Lead - JESUS IS LORD CHRISTIAN SCHOOL - Plaridel, Bulacan, Philippines

(2002-06 - 2005-04)

• Delivered multidisciplinary instruction across kindergarten and elementary grade levels, adapting teaching styles to fit early childhood and childhood development.
• Formulated sequential learning methodologies, designing foundational lesson plans for core subjects including English, Math, Science, and Reading.
• Executed weekly formative assessments, utilizing interactive activities, quizzes, and performance tracking to monitor foundational milestone achievements.
• Led classroom management strategies, creating a structured, safe, and engaging environment suitable for high-energy young learners.
• Differentiated daily lessons using visual aids and hands-on activities to accommodate diverse learning paces and attention spans.
• Spearheaded parent-teacher conferences, providing clear updates on academic progress and behavioral development to foster home-school collaboration.
• Coordinated school-wide activities, organizing early childhood programs, graduation ceremonies, and academic competitions.

Bachelor of Secondary Education - Physics Major - Bulacan State University (2001-04)