Carlo Jay Hipolito

I am a Customer Service Representative with 6 years of experience. Dedicated and detail-oriented Technical Support Specialist with a strong foundation in hardware/software troubleshooting, user account management, and network diagnostics. Proven ability in resolving technical inquiries, managing ticketing workflows, and translating complex technical concepts clearly to non-technical end-users. Eager to optimize first-contact resolution rates and maintain high customer satisfaction. Dynamic Blended Support Agent adept at multitasking across phone, live chat, and email ticketing systems within fast-paced CRM environments like Salesforce. Skilled at switching seamlessly between live voice support and written digital channels to resolve billing, technical, and service issues. Recognized for optimizing Average Handle Time (AHT) and First-Contact Resolution (FCR) across all three primary support streams.