Vincent Kevin Figuracion

About

I am a BPO employee with 5 years of experience in Customer Service Support, including escalation support. Most recently, I worked as a 2nd-level Escalations Specialist at Cohere Outsourcing Philippines Inc., building on my earlier role as a Technical Support Representative at 1&1 IONOS PH. My work involves resolving customer complaints and managing escalations efficiently. I have experience with payment and fraud-related platforms such as Adyen, Sift AI-Powered Fraud Decisioning, Primer payments, and PayPal. I collaborate with cross-functional teams to identify root causes of issues and maintain comprehensive records of escalated cases to track trends and improve processes.

What I'm looking for

Customer Service Support, Technical Support, and Escalation Specialist

Experience

2nd-level Escalations Specialist

Jul 2021 – Sep 2026

• Resolved customer complaints by effectively managing escalations and addressing concerns promptly. • Collaborated with cross-functional teams to identify root causes of escalated issues and implement long-term solutions. • Maintained comprehensive records of all escalated cases, tracking trends and identifying areas for improvement. INTERNAL TRAINING (PAYMENT AND FRAUD-RELATED ISSUES) • Adyen payment platform • Sift AI-Powered Fraud Decisioning • Primer payments • PayPal • 3rd-party support • Minor Fraud Support • Supplier Payout

AdyenSift AIPrimerCustomer CareIssue Resolution

Cohere Outsourcing Philippines Inc.

Technical Support Representative

Jan 2019 – Apr 2021

Technical SupportCustomer ServiceEscalation Management

1&1 IONOS PH

Education

University of Cebu of Lapu-lapu and Mandaue

2015 – 2016

Tabok 2 Elementary School

2010 – 2015

Skills

Languages