Glaichelle Almazan

Customer Service and Technical Support Professional with 6+ years of experience providing excellent customer service in fast-paced and work-from-home environments. Experienced in handling customer inquiries, technical troubleshooting, account management, order processing, complaint resolution, and sales support. Proven ability to communicate effectively, multitask, resolve customer concerns, and maintain high-quality service while meeting performance standards.

• Accounting
• Amazon Web Services
• Attention to detail
• Bookkeeping
• Cash handling
• Communication
• Conflict Resolution
• Customer service
• Data analysis
• Data entry
• Data visualization
• English
• Financial analysis
• Food safety
• Google Cloud
• Google Workspace
• HTML
• Inventory management
• JavaScript
• Jira
• Leadership
• Logistics
• Microsoft Azure
• Microsoft Excel
• Microsoft Office
• Microsoft Outlook
• Microsoft Word
• Multitasking
• Occupational safety
• Organization
• Point-of-sale systems
• Problem solving
• Project management
• Python
• Quality assurance
• Requirements gathering
• Retail operations
• Sales
• Sass
• SQL
• Team Leadership
• Teamwork
• Technical Support
• Time management
• Training
• Troubleshooting
• Upselling

1. Manager

   Tim Hortons

   Jan 2025 to Present

   Saint-Quentin, NB

   • Oversee daily restaurant operations in a fast-paced, high-volume customer-service environment. • Lead, coach, and support team members to maintain excellent customer service and operational standards. • Handle customer concerns and resolve issues professionally and efficiently. • Manage employee scheduling, cash handling, inventory, and daily operational procedures. • Train employees and ensure company policies, procedures, and quality standards are followed. • Monitor team performance and provide guidance to improve efficiency and customer satisfaction. • Assisted with cash handling, inventory, and daily operations.

2. Customer Support Representative

   HGS Canada

   Dec 2023 to Jan 2025

   Work From Home

   • Provide customer and technical support for account, billing, product, and service-related concerns. • Troubleshoot customer issues and provide clear, accurate solutions. • Support Rogers customer • Handle customer interactions professionally while maintaining accuracy and attention to detail. • Meet established quality, productivity, and customer-service standards.

3. Customer Support Representative

   Support Services Group

   Oct 2023 to Dec 2023

   Work From Home; Saint-Quentin, NB

   • Provided customer support for Balsam Hill during the holiday season. • Processed customer orders accurately and efficiently. • Provided product and technical support to U.S.-based customers. • Assisted customers with product selection and upsold appropriate products. • Resolved customer concerns while maintaining a positive customer experience.

4. Supervisor

   Tim Hortons

   Jun 2023 to Sep 2023

   Saint-Quentin, NB

   • Supervised daily operations in a fast-paced, high-volume customer-service environment. • Handled customer concerns and worked to ensure a positive customer experience. • Managed multiple priorities while maintaining service and operational standards.

5. Technical Support Representative

   ResultsCX

   Nov 2021 to Jun 2022

   Philippines

   • Provided technical support for the Comcast account. • Diagnosed customer concerns and guided customers through troubleshooting steps. • Explained technical solutions clearly and professionally. • Maintained quality customer service throughout each interaction.

6. Customer Support Representative

   FIS Global Solutions Philippines Inc.

   Mar 2021 to Oct 2021

   • Provided customer support for Insight US. • Assisted customers with debit and credit card inquiries and applications. • Managed customer account concerns while maintaining accuracy and confidentiality. • Provided clear information and resolved customer concerns efficiently.

7. Technical Support Representative

   Transcom Asia

   Jun 2020 to Mar 2021

   Philippines

   • Led and supported a team providing technical support for Samsung US & Canada customers. • Monitored team performance and provided coaching and guidance to improve customer service and productivity. • Assisted team members with complex customer concerns and technical issues. • Analyzed product-related concerns and helped identify appropriate solutions. • Supported troubleshooting processes and ensured customers received accurate and professional assistance. • Promoted a positive team environment while maintaining service quality and customer satisfaction.

1. New Brunswick Community College

   Electrical: Construction

   Woodstock, New Brunswick

   2022 to 2023

   Completed

2. University of Makati

   Humanities and Social Sciences

   Makati City, Philippines

   2018 to 2020

   Graduated with Highest Honor