Earl Ludwig Cartagena – Customer Support, Technical Support Representative

Hi, my name is Earl Ludwig Amarille Cartagena. I live in Davao City, Philippines. I am the eldest in the family. I have a loving, supportive, and traditional family. I consider myself lucky because my parents are able to provide for our needs growing up and continue to help us in any way they can. On the other hand, being in a traditional family in this modern world does not actually sound harmonious. When I was a kid, I always followed what they wanted me to do. Be it on my choice of clothes or school.

I came to a point where I no longer knew what I wanted. It was a jumble of emotions. I had a lot of rages and had no one to vent it on but my parents, which was mostly futile and worsened the situation. So, as I began to make acquaintances, I thought, why not drown my sorrows in anything I could find – drugs, alcohol, “fun.” I was out partying until one or two a.m. on school nights, intending to skip school because I had “better” things to do. As time went on, I began to miss numerous days of school, causing my grades to sink. I made the decision to drop out of college.

It looked easier in my eyes; no more waking up at 5 a.m., and I could go out without feeling bad. I had a vague idea of what I was doing; I was aware that my life was heading in the wrong direction, but I couldn’t do anything about it at the moment.

I felt helpless as my life was rapidly slipping from my grasp and reality was eluding me. I needed to find a way out, someone or something that could influence me in a positive way by helping me in getting out of the enormous hole I had created for myself. Weeks went by while I looked for a job and I wanted my life back to normal. I needed time to myself.

I have worked in the BPO industry for four years now. I have handled Technical, Billing, and Customer Sales Support Accounts in both voice and chat. The job that everybody thought was hard, draining, and exhausting became my normal daily life. The tools I used are: Einstein360 to find customer bills, Channel Line-up, Data Usage, and Customer equipment. Biller to find client’s complete billing data information. Zendesk has a desk and live chat. Customer Relationship Management CRM (eg. RIO) Tool denotes strategies and software that enable a company to organize and optimize its customer relations. Glip to work, communicate, and collaborate faster and effectively. Telegence to manage the mobility plans. Amazon Tool to check customer’s shipping status, refunds, order history, and returns.

I met my wife; we had a kid. Now I am getting back on track and knowing what I really want to do with my life. I have a purpose and I am standing up for myself.

I started to perform okay, though I was still a little nervous and I knew it wouldn’t be perfect in a day. It took a long time for me to get back into the swing of things and live a satisfying life. I give myself credit for being able to complete it on my own. I changed my ways because I recognised that my lifestyle was wrong and that what I was doing was dangerous. More than everything, I needed time to find myself, and here I am now, a family guy, striving.

For a copy of Earl’s resume please click here.