Glenn Tiongco

Glenn Tiongco

San Miguel Bacong, Negros Oriental, Philippines

Email: g.tiongco028@gmail.com

Phone: 09608864929

Professional Summary

Dedicated and experienced customer service professional with over six years in the call center industry, specializing in technical support, chat support, and managerial roles. Demonstrated ability to lead teams, manage complex customer issues, and provide top-notch service across various channels. Fluent in English, Tagalog, and Cebuano.

Work Experience

 Email Support Specialist | Jotform WFH

September 14, 2022 – July 2024

Managed high volumes of customer inquiries via email, providing accurate and timely resolutions. Collaborated with cross-functional teams to enhance user experience and address technical issues. Maintained a high level of customer satisfaction through effective communication and problem-solving.

Chat and Email Support Specialist | ECE Consulting Group

November 25, 2020 – May 10, 2022

Provided chat and email support for MyUS shipping services. Addressed customer inquiries, resolved shipping issues, and ensured timely delivery of information. Contributed to process improvements and efficiency enhancements within the support team.

Customer Service Health Care Account | Teletech Dumaguete City

April 7, 2018 – November 10, 2018

Delivered exceptional customer service for healthcare-related inquiries. Assisted customers with account management, billing issues, and general inquiries. Adhered to company policies and compliance guidelines.

Customer Service | Qualfon

Technical and Chat Support | TracFone

August 28, 2010 – March 8, 2018

Managed teams handling call refunds, chat support, and inbound/outbound calls. Implemented training programs and performance metrics to enhance team productivity. Resolved escalated customer issues and maintained high service standards. Provided technical support for TracFone customers, troubleshooting and resolving issues. Supported chat operations, ensuring quick and effective customer interactions. Assisted in developing support protocols and training materials.

Education

Bachelor of Science in Information Technology (BSIT) | Silliman University

2004 – 2006

Secondary Education | Catherina Cittadini Saint Louis School

2001 – 2004

Elementary Education | Catherina Cittadini Saint Louis School

 1994 – 2000

Skills

Customer Service

Technical Support Chat Support

 Email Support

Team Management

Problem Solving

Communication Multilingual: English, Tagalog, Cebuano

 Projects and Achievements

Customer Satisfaction Improvement at Qualfon

Led a team initiative that improved customer satisfaction scores by 20% through targeted training and performance metrics.

Process Optimization at ECE Consulting Group Streamlined the chat and email support process, reducing average response time by 30%.