Joseph Leonard Ansis Email & Phone Number

Metro Manila, Philippines

Taguig, National Capital Region, Philippines

• Deliver expert technical support for CPaaS and SaaS products via email, chat, and phone ensuring timely and effective issue resolution.• Diagnose and troubleshoot complex technical issues, providing step-by-step guidance to Infobip customers.• Conduct remote sessions to assist customers with product setup, configuration, and troubleshooting.• Utilize Jira for tracking and managing bugs, feature requests, and support tickets, ensuring issues are documented and addressed promptly• Collaborate with development and engineering teams to resolve issues and provide feedback for product enhancements.• Worked closely with internal teams to address complex issues, share customer insights, and contribute to the development of support tools and resources.• Create and update customer support documentation, including guides, FAQs, and training materials.• Maintain high levels of customer satisfaction through empathetic and professional communication.Incident Management• Infobip's APAC Incident Management Team Lead• Experienced in handling critical incidents with a focus on minimizing impact and ensuring timely resolution. Capable of managing communication with stakeholders and providing clear, actionable updates during crises.• Strong communicator with the ability to convey complex technical information in an understandable manner, ensuring effective collaboration and clarity during incident resolution.• Contributed to the development and refinement of incident management processes, including documentation, training, and feedback-driven improvements to support operational efficiency.

Singapore

• Stationed to StarHub Shops that manage and sell new and recontract for all types of Starhub products in telecommunications.• Resolves StarHub’s customer issues and escalations while maintaining a positive and professional attitude to ensure customer retention and increase the rate of win-back customers.• Manages customers’ needs in the selection of StarHub’s products and services that will fit their needs.• Explain promotions and Service Packages to customers.• Cross sell products and services to customers.• Manages customer requirements, complaints and feedback in the most efficient and service-oriented way.

Singapore

• Deployed to StarHub Shops, one of D-RON’s client, to support technical consultations of their valued customers. • Resolves StarHub’s customer issues and escalations while maintaining a positive and professional attitude to ensure customer retention and increase the rate of win-back customers.• Effectively structure conversation to reveal the true needs of StarHub customers and offer the right products and services. This resulted in increased customer loyalty and satisfaction.• Conducts and offers technical trainings, and seminars to StarHub customers that gives information about the latest products and services.

Singapore

• Manages installation of Fiber Home Bundles for Singtel Consumers.• Handles Installation and configuration of Optical Network Terminal, Set-Top Box and Fiber Modem in customer premises.• Work side by side with Singtel backend and helpdesk for troubleshooting and to ensure fault in customer premises is clear.• Provide onsite survey for wiring and trunking for both RJ11 and RJ45.

Manila, Philippines

• Responsible for designing, coding and modifying websites, from layout to function and according to a client’s specifications.• Testing the product in controlled, real situations before going live.• Providing instruction and technical support to software users.

Mandaluyong City, Philippines

• Coordinated in game testing and bug finding. • Reports and Documents game imbalances.• Provides feedback on how the application should work for better game experience

Makati City, Philippines

• Administers outbound calls for client’s appointment setting.• Operates Cold Calling Services to potential customers.• Conducts market research campaigns and surveys.• Supervise fundraising services, raising donations for international non-profit organization accounts.