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jonrouie

Rouie Pascua

@jonrouie

Customer Service Specialist

Philippines
English
About me
A motivated and customer-focused professional specializing in Technical support. Experienced in troubleshooting, complex case resolution, team coaching, and process improvement. Committed to delivering excellent customer service, sharing technical expertise, and helping teams achieve operational excellence.... Read more

Skills

j
jonrouie
Rouie Pascua
Offline • 
Average response time: 6 hours

See my services

Customer Support
I will provide professional customer service and technical support
From$10 / projectMore details
Customer Support
I will be your customer support, customer service representative
From$5 / projectMore details

Work experience

Outsourcing

Outsourcing

Full-time • 3 yrs 10 mos

L2 Customer Service Representative

Jul 2025 - Present • 1 yr 4 mos

As a Level 2 Customer Service Representative, I address more difficult customer concerns, assist with escalated calls as Supervisor, and provide support to frontline agents. In order to maintain a high level of customer satisfaction, my duties include addressing complex technical or account-related issues, advising agents on appropriate procedures and solutions, checking cases for accuracy, and making sure escalations are handled effectively and professionally.

Subject Matter Expert (SME)

May 2024 - Present • 2 yrs 6 mos

I serve as the Subject Matter Expert (SME) for Spypoint and Vosker, providing specialized product knowledge, technical support, and process guidance. I assist the team with complex cases, develop training and reference materials, and ensure consistent and accurate information is shared to improve service quality and resolution