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Kristian Rey Gomez, ESCALATION AGENT

Kristian Rey Gomez

ESCALATION AGENT·Foundever

United Arab Emirates

Bachelor's degree, COMPUTER ENGINEERING

Work experience

Total years of experience: 1 years, 5 months

ESCALATION AGENT

May 2024 - September 2025

Foundever

Cebu City, Philippines

May 2024 - September 2025

As an Escalation Agent, I served as the final point of contact for resolving high-priority technical issues, managing 30+ complex cases weekly with a 95% client satisfaction rate. I specialized in diagnosing critical software and hardware problems under pressure while ensuring 100% SLA compliance. My role involved deep collaboration with development teams to identify root causes and implement systemic fixes, directly improving product stability and customer trust.
Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

SUBJECT MATTER EXPERT

October 2024 - June 2025

Foundever

Cebu City, Philippines

October 2024 - June 2025

As a Subject Matter Expert, I served as the primary technical resource and performance coach for a team of 20+ support agents. I provided real-time guidance on complex product issues, developed and delivered targeted training sessions, and reduced escalation volume to Tier 2/3 support by 10%. My coaching directly resulted in a 15% increase in team-wide First-Contact Resolution rates within four months, ensuring consistent adherence to quality and service standards.
Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

CUSTOMER SERVICE REPRESENTATIVE

May 2024 - October 2024

Foundever

Cebu City, Philippines

May 2024 - October 2024

As a Customer Service Representative, I managed a high volume of 100+ daily customer inquiries across phone, chat, and email channels. I consistently maintained an "Excellent" quality assurance rating for adherence to procedures and empathetic communication. My strong technical aptitude and performance metrics led to a rapid promotion to Escalation Agent within just three months of starting in this role.
Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

Education

Asian Computer Technology

May 2026

May 2026

Bachelor's degree, COMPUTER ENGINEERING

Philippines

GPA (percentage): 90%

GPA (percentage): 90%

Bachelor of Science in Computer Engineering Asian Computer Technology, Cebu City, Philippines (2022 – Expected Graduation: 2026) My degree provides the foundational theory behind the technology I support professionally. Key coursework includes Data Structures & Algorithms, Digital Logic Design, Network Security, and Object-Oriented Programming, which directly enhances my troubleshooting methodology. This academic background allows me to move beyond symptomatic fixes to understand root causes in both software and hardware systems, bridging the gap between theoretical computer science and practical, user-focused technical support.

Skills

BUSINESS PROCESS OUTSOURCING
Intermediate
BUSINESS PROCESS OUTSOURCING
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COMPUTER ENGINEERING
Intermediate
COMPUTER ENGINEERING
Intermediate
CREATIVITY
Intermediate
CREATIVITY
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
ESCALATION MANAGEMENT
Intermediate
ESCALATION MANAGEMENT
Intermediate
INTERPERSONAL COMMUNICATIONS
Intermediate
INTERPERSONAL COMMUNICATIONS
Intermediate
TEAM PERFORMANCE MANAGEMENT
Intermediate
TEAM PERFORMANCE MANAGEMENT
Intermediate
TECHNICAL ACUMEN
Intermediate
TECHNICAL ACUMEN
Intermediate
TECHNICAL SUPPORT
Intermediate
TECHNICAL SUPPORT
Intermediate

Languages

English

Expert

Training and Certifications

Training
Object Oriented Programming
Asian College of Technology - International Education Foundation

Hobbies and interests

Reading

Managed 30+ weekly high-priority escalations with 95% satisfaction. Boosted team performance by 15% as an SME. Rapidly promoted within months. Computer Engineering student.