Elgin Leon Email & Phone Number

I am currently a Support Specialist at Viber, a role I've held since July 2021. I take full ownership of our product, from activation to defining its usage, and work closely with our global team and development support to specify and escalate necessary features. My daily responsibilities include interacting with users via email, chat, and phone to troubleshoot and resolve issues, while also reporting daily trends and regional issues to both the APAC and global teams. My focus is on ensuring a… Show more I am currently a Support Specialist at Viber, a role I've held since July 2021. I take full ownership of our product, from activation to defining its usage, and work closely with our global team and development support to specify and escalate necessary features. My daily responsibilities include interacting with users via email, chat, and phone to troubleshoot and resolve issues, while also reporting daily trends and regional issues to both the APAC and global teams. My focus is on ensuring a seamless and enjoyable experience for Viber users, maintaining high levels of customer satisfaction. Show less

I worked as a Mobile Technical Support and Customer Service (Chat) agent for Optus Telecommunications. My role involved providing comprehensive technical support for network-related issues and iOS/Android devices. I assisted customers through chat, troubleshooting their problems, and ensuring their technical concerns were resolved efficiently. Additionally, I maintained up-to-date knowledge of technical processes and contributed to the overall performance and satisfaction of our customers.

Makati, National Capital Region, Philippines

As a Credit Auditor for Optus at 247.ai, I was responsible for ensuring that agent credits were valid and aligned with Optus's mandates. My role involved meticulously reviewing and verifying the accuracy of credits issued by agents, ensuring compliance with company policies and client requirements. This process included auditing transactions, identifying discrepancies, and implementing corrective actions to maintain the integrity of the credit system. My efforts helped ensure that all credits… Show more As a Credit Auditor for Optus at 247.ai, I was responsible for ensuring that agent credits were valid and aligned with Optus's mandates. My role involved meticulously reviewing and verifying the accuracy of credits issued by agents, ensuring compliance with company policies and client requirements. This process included auditing transactions, identifying discrepancies, and implementing corrective actions to maintain the integrity of the credit system. My efforts helped ensure that all credits were properly accounted for and met the standards set by Optus. Show less

Makati, National Capital Region, Philippines

As a Team Leader at 247.ai, I was responsible for aligning team goals with client objectives, managing and mentoring Mobile Support chat representatives, and communicating updates and changes related to support and company information. I resolved conflicts and addressed payroll concerns, conducted technical calibrations, and maintained technical expertise. Additionally, I reported weekly to clients, provided case studies, offered technical support for network issues and mobile devices, and… Show more As a Team Leader at 247.ai, I was responsible for aligning team goals with client objectives, managing and mentoring Mobile Support chat representatives, and communicating updates and changes related to support and company information. I resolved conflicts and addressed payroll concerns, conducted technical calibrations, and maintained technical expertise. Additionally, I reported weekly to clients, provided case studies, offered technical support for network issues and mobile devices, and oversaw daily agent performance while assisting with supervisory duties. Show less

Makati, National Capital Region, Philippines

I began my career at 247.ai in April 2010 as a Technical Support agent for Optus Telecommunications, providing comprehensive support for network-related issues and mobile platforms, including iOS and Android devices. Within a year, I was promoted to Subject Matter Expert (SME) due to my expertise and performance. In this role, I continued to offer advanced technical support, while also mentoring new agents and ensuring that our support services met the high standards set by Optus.

Bengaluru, Karnataka, India

In June 2015, I was assigned to Bangalore, India, as a trainer for new hires in technical support at 247.ai, a role I held until August 2015. My responsibilities included onboarding and training new technical support agents, ensuring they were well-versed in troubleshooting and resolving customer issues. I provided comprehensive training sessions, developed their technical skills, and ensured they adhered to company standards and client requirements. This assignment was crucial in enhancing the… Show more In June 2015, I was assigned to Bangalore, India, as a trainer for new hires in technical support at 247.ai, a role I held until August 2015. My responsibilities included onboarding and training new technical support agents, ensuring they were well-versed in troubleshooting and resolving customer issues. I provided comprehensive training sessions, developed their technical skills, and ensured they adhered to company standards and client requirements. This assignment was crucial in enhancing the technical proficiency and service quality of the new hires, aligning them with the operational goals of Optus Telecommunications. Show less

Makati, National Capital Region, Philippines

From April 2006 to April 2010, I worked at Advanced Contact Solutions Inc. for Verizon. I started out as a Technical Support agent, where I provided comprehensive support for Verizon DSL customers. Thanks to my performance and expertise, I was promoted to Subject Matter Expert (SME). In this role, I continued to offer advanced technical support and helped Level II agents with floor support. By 2008, I was promoted again to Team Lead Apprentice. In this position, I took on more responsibilities,… Show more From April 2006 to April 2010, I worked at Advanced Contact Solutions Inc. for Verizon. I started out as a Technical Support agent, where I provided comprehensive support for Verizon DSL customers. Thanks to my performance and expertise, I was promoted to Subject Matter Expert (SME). In this role, I continued to offer advanced technical support and helped Level II agents with floor support. By 2008, I was promoted again to Team Lead Apprentice. In this position, I took on more responsibilities, such as approving ticket dispatch escalations, developing team members, aligning team goals with client objectives, and managing the team to achieve or exceed key performance indicators through regular coaching and mentoring. Show less

Taguig, National Capital Region, Philippines

From April 2005 to December 2005, I worked at Ambergris Solutions Inc. as a Technical Support Representative. In this role, I provided support for Microsoft XBOX, handling emails and complaints from XBOX customers, as well as managing XBOX Live and XBOX 360 calls. My responsibilities included troubleshooting technical issues, resolving customer concerns, and ensuring a high level of customer satisfaction. This experience helped me develop strong technical support skills and a deep understanding… Show more From April 2005 to December 2005, I worked at Ambergris Solutions Inc. as a Technical Support Representative. In this role, I provided support for Microsoft XBOX, handling emails and complaints from XBOX customers, as well as managing XBOX Live and XBOX 360 calls. My responsibilities included troubleshooting technical issues, resolving customer concerns, and ensuring a high level of customer satisfaction. This experience helped me develop strong technical support skills and a deep understanding of customer service. Show less