Experience you
can review.
Bring technical writing, customer operations, and hands-on web development to your project or team. Review my background, inspect working builds, and download the résumé.
Help your team find answers and use them.
Your business needs tools and pages that people can understand and act on. My background combines enterprise documentation, customer support, and process governance with hands-on web and AI development.
The projects below demonstrate that approach: organizing job information for freelancers and building a document workspace for technical writers. You can inspect both before we speak.
Google AI
Professional Certificate
Issued by Google through Coursera · August 27, 2026
Awarded to Cyrus Benedict Alcala.
Eight courses covering AI fundamentals, prompt patterns, research, technical communication, content creation, data analysis, application building, and edge deployment.
Additional credentials
EF SET C2 English Certificate · 75/100 (Native/Bilingual Fluency)
Bachelor of Business Administration, Finance
New Era University · 2006–2010
Enterprise experience.
Claims Manager — Natural Hazards
WNS Global Services · Manila, Philippines
Adjudicate complex claims records, verify data integrity across risk assessment workflows, and author procedural documentation for faster analyst onboarding.
Senior Process Executive — Financial Services
Infosys BPM · Manila, Philippines
Maintained 5,000+ financial-service records at 100% SLA compliance and reduced audit discrepancies by 15% through data governance and verification.
Knowledge Technical Writer
Insight Direct · Manila, Philippines
Authored and maintained 200+ technical guides and knowledge-base articles, contributing to a 25% reduction in query resolution time and 30% training improvement.
Customer Service & Technical Support Specialist
IntouchCX, SYKES & other BPO companies · Manila, Philippines
Frontline telecom, insurance, and financial support, multi-channel technical troubleshooting, Zendesk and Salesforce administration, and escalation handling.
Full professional details, metric-backed career impact, and technical platforms are available in the résumé.
Where I can contribute.
- Website design and static development on Cloudflare
- Authoring technical guides, knowledge bases, SOPs, and product documentation
- AI & documentation engineering: prompt patterns, RAG systems, and edge deployment
- Customer operations, escalation resolution, and content governance
- Zendesk, Salesforce, Jira, Confluence, and Google Workspace