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
2023.12 - 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
2020.11 - 2023.08
- 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
2019.04 - 2020.01
- 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
Philippines04.2019
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
2023.12 - Current
Call Center Representative
IFIVE Global
2020.11 - 2023.08
Customer Service Representative
Sitel Group
2019.04 - 2020.01
Bachelor of Science - Business Administration and Operations
STI College