Jerwin Rasay

Customer Advocate Level 2

Postscript

Jan 2026 - May 2026 (5 months)

• Managed and resolved complex Tier 2 escalations and high-priority customer complaints, achieving a first-contact resolution rate of 95%. • Investigated and troubleshot intricate billing, software, or service issues using advanced CRM tools (e.g., Zendesk, Salesforce). • Executed effective service recovery strategies for at-risk accounts, successfully retaining valuable clients and minimizing churn

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Integration Specialist

RML (Rocky Mountain Laboratories)

Aug 2025 - Dec 2025 (5 months)

• Built and supported EHR and GPS integrations from scratch, including setup, testing, and troubleshooting • Mapped workflows and validated data to ensure accurate and reliable system integration. Collaborated with internal teams to deliver stable, end-to-end integration solutions

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Integration Specialist

Podium Incorporated

Jan 2024 - Jul 2025 (1 year 7 months)

• Onboarding Support - Supports the Onboarding Manager to ensure that the client’s data will be integrated within the first 60 days before endorsing to the Customer Success Manager • Create Custom Automation / Outcome for the client depending on their Business needs

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TSR Account Manager

RGPI (Renren Giantly Philippines)

Jul 2022 - Jan 2024 (1 year 7 months)

• Lead Generation - Assist clients in boosting their Sales leads • Software (Application) Integration – Ensure successful application Integration over the phone and via email. Involved in post-integration live testing with the customer • Onboarding new hires before client endorsement

Technical Support Analyst / Help Desk Support

WNS Global Services

Aug 2019 - Apr 2022 (2 years 9 months)

• General application troubleshooting • Tasked with managing customers’ account information • Data Entry – Assists Healthcare Professionals in recording/filing vital statistics of patients that are under clinical trial to ensure best results.

Collective Representative

Acquire Asia Pacific

Mar 2018 - Apr 2019 (1 year 2 months)

• Reaching out to clients with past-due accounts and providing an offer for real-time and/or any payment arrangement based on the agreed-upon term

Tier 2 Technical Support Representative

Concentrix Philippines

Mar 2014 - Mar 2018 (4 years 1 month)

• Incident Management – Answer Tier 1 escalated calls (both inbound and outbound), maintain and input accurate documentation on the ticketing tool. Also, provide support via email and chat. • Software Support – Product Installation and post-setup support (e.g.: software upgrade, patch install, etc.) • Hardware troubleshooting – Desktop support, Printer and basic network troubleshooting, barcode scanners, RF units, and other POS retail devices

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Comcast Collection – Comcast Cable and Phone Activation

Transcom Worldwide

Jun 2012 - Dec 2013 (1 year 7 months)

• Answer incoming calls from customers who would like to make payment arrangements • Assists customers with their phone lines and Cable box issues

Customer Service

Teleperformance

Nov 2011 - May 2012 (7 months)

• Answer billing-related calls • Qualifying calls and performing basic troubleshooting. Escalate issues to other departments (if outside the scope of support)

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