Glenn Lavandero

Customer Service Expert

Pinnacle Intelligence

Sep 2025 - Nov 2025 (3 months)

Assisting customers setting an appointment with our dealership nationwide if they have issues on their vehicle.

Project Management (Service Desk)

Infosys BPM

Apr 2025 - Sep 2025 (6 months)

Support ATT technician to monitor dispatch with the end user. Providing necessary information in terms of the date of dispatch, what equipment they need to perform the end-to-end test. Setting up follow-up to make sure that all information that was given by the previous technician works with the case was provided accordingly.

Process Specialist (Service Desk)

Infosys BPM

Jul 2024 - Mar 2025 (9 months)

Helping the customer through live chat. Works with Microsoft 365 and Microsoft office. Helping customers if they are having issues with emails (Outlook), License of their subscription, audio, video, BIOS settings, OneNote, Device Manager, Task Manager, Excel, Word etc, anything that involves with Microsoft.

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Technical /Sales Expert

Asurion Phils (Verizon Wireless)

Apr 2022 - May 2024 (2 years 2 months)

As a Technical / Sales Expert, I was assigned to sell our protection program on all Verizon customers that covers replacement or reimbursement on a smart eligible device. I trouble shoot any issues on customers mobile devices and regardless of if the issue is resolved or not, we have to provide excellent customer service in terms of resolving current, past issues of their phone. Making corrections of the network depending on how the issue was reported.

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Subject Matter Expert

Iqor Philippines (T-Mobile)

Aug 2018 - Mar 2022 (3 years 8 months)

As a Subject Matter Expert, I am the one who is responsible for taking in escalated calls, doing individual coaching, managing, and motivating each agent for them to hit their daily goals and to prevent detractors. I also served as a guide and mentor to new agents on key customer support processes. This mentorship role requires them to have good leadership skill as well. Assisting T-Mobile customers regarding the issue they have with their service. Assisting agents on the floor If their callers had an issue in terms of trouble shooting with their device. Performing group huddles on each team before shift starts to discuss yesterday's performance, tactics and strategies on how to hit target daily. Discussing new updates, Eg, promos, new prod

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Sr. Fraud Analyst

Capital One Support Services Corp

Mar 2018 - Jul 2018 (5 months)

Assisting customers by having issues on their Credit Card. Investigating fraud activities on customer personal account through Capital One. Taking in escalated calls especially if there are issues validating customer's account. Resolving as much as possible on each customer's issue.

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Technical & Helpdesk Support

Asurion Phils (Amazon)

Sep 2017 - Mar 2018 (7 months)

Helping customers to trouble shoot issues with Amazon products. Ie. Gadgets, TV etc. Most of our calls are from customers who just receive their orders. POC for the whole stay with AMAZON. Monitoring individual performance and making sure to send reports to my Team Leader.

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Associate Network Engr.

Verizon Communication Phils Inc (In-house)

Oct 2010 - May 2017 (6 years 8 months)

Inbound Call Group: Take inbound call to help customers to create repair ticket for any issues with their service (T1, DS3, OC3 – 192, Fiber Optics, VOIP, Toll Free, ANI, MPLS, BGP and VM password reset. Conducts initial test on Down Hard Data and Voice Circuit. Creating tickets for Network Engr requesting access Verizon Data Center (USA, EMEA, Asiapac). Helps customer to activate Disaster Recovery Plan. Rerouting Voice Traffic. Engaging Incident Manager on high priority ticket to meet SLA. VOIP TRIAGE: Create repair tickets specifically for Verizon VOIP Services for issues like poor audio quality, Disconnecting During Call, Wrong Caller ID, Static online. Rerouting of call traffic. Conducting tests to identify issues. CHAT SUPPORT: Provide

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Team Leader

Teletech Customer Care Management (Best Western Hotel Reservations)

Oct 2007 - Oct 2010 (3 years 1 month)

As a Team Leader, I am the one who is responsible by supervising and managing a team of agents, including their performance, productivity and adherence to business regulations and procedures. I handled 10 - 15 individuals to perform daily. I also provide guidance and instructions on how we hit our daily target in terms of selling and helping our customers to book a room. I am also responsible for overseeing the progress towards goals, coaching team members as needed. I am also served as their mentors for their performance in how to improve each of the individuals for them to be prepared and ready in case they are planning to move up from their post. Booking hotel reservations around the globe for Best Western. Agents are well trained to pro

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Agent / Support Desk Rep

Teletech Customer Care Management (Best Western Hotel Reservations)

May 2007 - Oct 2007 (6 months)

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