Raydelle E.
✨ Newly AddedCustomer Service Rep
Notable Highlight
He grew into an SME role at Coi., where he handled complex escalations, supported teammates, and worked cross-functionally to build proactive solutions that improved customer support efficiency and satisfaction.
Experience Summary
- 9+ years in customer service and technical support across medical tech, fintech/crypto, cybersecurity, and BPO - Started in customer service at EGS and Qualfon Manila, then transitioned into technical support roles - At KAPE Philippines (2020–2023), worked as Technical Support Tier 2 / OIC, handling complex technical issues, VPN/network support, and escalations across multiple platforms - At Dexcom (2023), provided Tier 1 technical support for glucose-monitoring devices, assisting patients with billing, after-sales support, and device replacements - At Coi. (2023–2026), progressed from chat support to Level 2 email support, managing advanced troubleshooting and cross-functional case resolution - Became an SME, supporting teammates, improving team performance, and collaborating with other departments to resolve recurring issues - Expertise in escalations, customer satisfaction, compliance, account safety, and technical troubleshooting
Skills
- **Skills** - Customer support and technical support - Escalation handling / SME support - Deep troubleshooting - Cross-functional collaboration - Team support and coaching - KYC / compliance support - HIPAA / patient data handling - Fraud, account safety, and payment issue resolution - Root cause analysis - Multi-channel support: chat, email, phone - **Industries** - FinTech / crypto - Medical technology / healthcare support - Cybersecurity / VPN support - Customer service / BPO - **Tools** - Zendesk - Salesforce - Softphone tool at Dexcom, exact name not recalled - Chat support systems - Email support systems - VPN / network support tools - Cross-platform environments: Android, iOS, Windows, macOS, Linux