Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

John Carlo Silva

Dubai

Summary

Detail-oriented customer support representative specializing in technical support and problem resolution. Committed to delivering exceptional service and optimizing operational efficiency to achieve customer satisfaction. Highly experienced in customer support roles. Familiarity with common software tools for customer relationship management and ticket handling, coupled with strong problem-solving skills and empathetic communication style. Proven ability to manage high-volume calls, emails, and chats while maintaining top-level customer satisfaction rates. Demonstrated success in conflict resolution and commitment to continuous improvement in service delivery.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Support Representative

Scheidt & Bachmann Middle East
Dubai
12.2023 - Current
  • Delivering 24/7 technical and customer support for parking operations managed by Dubai Holding Asset Management and TECOM.
  • Monitoring and maintaining parking system efficiency across multiple commercial and retail locations.
  • Troubleshooting and resolving technical issues with a customer-first approach.
  • Collaborating with internal teams to ensure optimal system performance and service satisfaction.

Call Center Representative

IFIVE Global
Quezon City
11.2020 - 08.2023
  • Initially supported U.S. health insurance clients by handling policy and benefit inquiries.
  • Promoted to Provider Validation team after 8 months, verifying U.S. healthcare provider credentials.
  • Ensured data accuracy and compliance with insurance network standards.

Customer Service Representative

Sitel Group
Pasig
04.2019 - 01.2020
  • Supported a major U.S. credit bureau by assisting customers with credit scores, reports, and disputes.
  • Provided upselling of value-added services and maintained service excellence standards.

Education

Bachelor of Science - Business Administration and Operations

STI College
Philippines
04.2019

Skills

  • Salesforce CRM
  • Customer Relationship Management (CRM)
  • Technical Support
  • Call Center Operations
  • Problem Solving
  • Communication
  • Client Satisfaction
  • Basic Arabic
  • Effective communication
  • Team collaboration
  • Time management
  • UAE Drivers License

Certification

  • HubSpot CRM Certificate

Timeline

Customer Support Representative

Scheidt & Bachmann Middle East
12.2023 - Current

Call Center Representative

IFIVE Global
11.2020 - 08.2023

Customer Service Representative

Sitel Group
04.2019 - 01.2020

Bachelor of Science - Business Administration and Operations

STI College
John Carlo Silva