Iโm a customer support specialist with over ๐ต ๐๐ฒ๐ฎ๐ฟ๐ ๐ผ๐ณ ๐ฐ๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐๐ฒ๐ฟ๐๐ถ๐ฐ๐ฒ ๐ฒ๐
๐ฝ๐ฒ๐ฟ๐ถ๐ฒ๐ป๐ฐ๐ฒ providing email, chat, and ticket-based support for global eCommerce and retail brands.
I help businesses retain customers, improve satisfaction scores, and reduce response times by resolving inquiries efficiently, from order tracking and refunds to technical troubleshooting and account management.
๐ช๐ต๐ฎ๐ ๐ ๐๐ผ ๐๐ฒ๐๐:
โข Email and Live Chat Customer Support
โข Order, Subscription, and Account Management
โข Refunds, Returns, and Dispute Resolution
โข Technical Support for eCommerce Platforms
โข Creating Macros, FAQs, and Knowledge Base articles
๐ง๐ผ๐ผ๐น๐ & ๐ฃ๐น๐ฎ๐๐ณ๐ผ๐ฟ๐บ๐:
Shopify | Zendesk | Gorgias | Re:amaze | LiveAgent | Intercom | Tidio | Salesforce | HubSpot | Asana | Trello | Notion | Canva | Slack | Google Workspace (Gmail, Docs, Sheets, Slides) | Microsoft 365 (Outlook, Word, Excel, PowerPoint)
๐ช๐ต๐ ๐๐ถ๐ฟ๐ฒ ๐ ๐ฒ:
โข 9+ years of proven customer support experience
โข Consistent 90%+ CSAT scores
โข Tech-savvy, fast learner, and solutions-focused
โข Flexible with time zones, including USA, UK, and AU shifts
โข Fully remote ready with my own setup and fast, reliable internet
Letโs work together to deliver exceptional customer experiences for your brand! ๐
Technological Institute of the Philippines (TIP)
โ๏ธAssisted customers with streaming subscription setup, billing concerns, and login/access issues across multiple platforms.
โ๏ธTroubleshot app and device errors, provided step-by-step guidance, and escalated complex technical cases when needed.
โ๏ธManaged email and chat tickets using Zendesk, Quiq Chat, and Salesforce to ensure accurate documentation and timely resolutions.
โ๏ธMaintained detailed case tracking, followed up with users, and ensured a smooth support experience from start to finish.
โ๏ธHandled custom sock orders, design edits, tracking, returns, and payment issues via email and social channels.
โ๏ธMaintained customer records and created macros to improve response times.
โ๏ธCoordinated with the fulfillment team via Slack to ensure timely delivery.
โ๏ธManaged customer reviews on Trustpilot to support brand reputation.
โ๏ธProvided personalized support via Gmail for subscribers of a monthly quilting box.
โ๏ธManaged subscription changes, cancellations, and account updates.
โ๏ธResolved order, shipping, and product issues, including returns and damaged kits.
โ๏ธAnswered inquiries related to quilting tools, patterns, and fabric use.
โ๏ธDelivered chat and email support via Gorgias for customers ordering personalized stationery, invitations, and gifts.
โ๏ธGuided customers through product customization, order changes, and troubleshooting.
โ๏ธProcessed returns and refunds in line with brand policies to ensure customer satisfaction.
โ๏ธSuccessfully handled high volumes of seasonal support tickets while consistently meeting KPIs for response time, resolution rate, and customer satisfaction.
โ๏ธHandled high-volume global customer support via Zendesk, resolving issues related to orders, returns, refunds, and account concerns with speed and accuracy.
โ๏ธProvided tailored sizing advice and resolved payment and promo code issues, improving first-contact resolution.
โ๏ธMaintained top-tier performance in key KPIs, including response time and ticket resolution rate, and consistently contributed to high CSAT scores above 90%.
โ๏ธProvided customer support via LiveAgent (chat, email, and social) for custom print orders including business cards and merchandise.
โ๏ธAssisted with product customization, order tracking, returns, and general inquiries.
โ๏ธPerformed admin tasks.
โ๏ธCoordinated with internal teams, especially design, to clarify custom order requirements and ensure accurate output.
โ๏ธProvided non-voice support via SnapEngage (chat) and Salesforce (ticketing) for Southeast Asiaโs leading eCommerce platform.
โ๏ธAssisted customers with order tracking, cancellations, returns, refunds, and product-related inquiries.
โ๏ธResolved payment concerns, voucher issues, and account troubleshooting with high accuracy.
โ๏ธConsistently met KPIs for response time, resolution rate, and customer satisfaction.
โ๏ธReceived the Rockstar Award for 3 consecutive quarters and was inducted into Lazadaโs Hall of Fame for top-tier performance.
Efficiently troubleshoot technical issues to ensure a seamless user experience for your customers.
Deliver exceptional customer support tailored for online businesses via email, live chat, and social media.
Develop macros for quick and efficient responses to frequently asked questions to improve response time.
Conduct thorough system audits to identify areas for improvement in customer support processes.
Manage order processing, tracking, returns, and refunds to keep your customers informed and satisfied.
Create detailed FAQs to address common customer inquiries and reduce the volume of repetitive questions.
"๐๐ฐ๐ณ๐ฌ๐ช๐ฏ๐จ ๐ธ๐ช๐ต๐ฉ ๐๐ญ๐ช ๐ฉ๐ข๐ด ๐ต๐ณ๐ถ๐ญ๐บ ๐ฃ๐ฆ๐ฆ๐ฏ ๐ข ๐จ๐ข๐ฎ๐ฆ ๐ค๐ฉ๐ข๐ฏ๐จ๐ฆ๐ณ ๐ง๐ฐ๐ณ ๐ฐ๐ถ๐ณ ๐ฐ๐ฏ๐ญ๐ช๐ฏ๐ฆ ๐ด๐ต๐ฐ๐ณ๐ฆ. ๐๐ฏ๐ค๐ฆ ๐ด๐ฉ๐ฆ ๐ด๐ต๐ข๐ณ๐ต๐ฆ๐ฅ ๐ฉ๐ข๐ฏ๐ฅ๐ญ๐ช๐ฏ๐จ ๐ฐ๐ถ๐ณ ๐ค๐ถ๐ด๐ต๐ฐ๐ฎ๐ฆ๐ณ ๐ช๐ฏ๐ฒ๐ถ๐ช๐ณ๐ช๐ฆ๐ด, ๐ฐ๐ถ๐ณ ๐ฎ๐ข๐ณ๐ฌ๐ฆ๐ต๐ช๐ฏ๐จ ๐ฆ๐ง๐ง๐ช๐ค๐ช๐ฆ๐ฏ๐ค๐บ ๐ช๐ฎ๐ฑ๐ณ๐ฐ๐ท๐ฆ๐ฅ ๐ฃ๐บ 80%, ๐ข๐ฏ๐ฅ ๐ฐ๐ถ๐ณ ๐๐ณ๐ถ๐ด๐ต๐ฑ๐ช๐ญ๐ฐ๐ต ๐ณ๐ข๐ต๐ช๐ฏ๐จ ๐ธ๐ฆ๐ฏ๐ต ๐ถ๐ฑ ๐ข๐ด ๐ธ๐ฆ๐ญ๐ญ. ๐๐ฉ๐ฆ ๐ณ๐ฆ๐ฑ๐ญ๐ช๐ฆ๐ด ๐ฒ๐ถ๐ช๐ค๐ฌ๐ญ๐บ ๐ข๐ฏ๐ฅ ๐ฆ๐ง๐ง๐ฆ๐ค๐ต๐ช๐ท๐ฆ๐ญ๐บ, ๐ข๐ฏ๐ฅ ๐ต๐ฉ๐ฆ ๐๐๐๐ด ๐ด๐ฉ๐ฆ ๐ค๐ณ๐ฆ๐ข๐ต๐ฆ๐ฅ ๐ฉ๐ฆ๐ญ๐ฑ๐ฆ๐ฅ ๐ณ๐ฆ๐ฅ๐ถ๐ค๐ฆ ๐ฐ๐ถ๐ณ ๐ณ๐ฆ๐ด๐ฑ๐ฐ๐ฏ๐ด๐ฆ ๐ต๐ช๐ฎ๐ฆ๐ด ๐ด๐ช๐จ๐ฏ๐ช๐ง๐ช๐ค๐ข๐ฏ๐ต๐ญ๐บ. ๐ ๐ฉ๐ช๐จ๐ฉ๐ญ๐บ ๐ณ๐ฆ๐ค๐ฐ๐ฎ๐ฎ๐ฆ๐ฏ๐ฅ ๐ฉ๐ฆ๐ณ ๐ด๐ฆ๐ณ๐ท๐ช๐ค๐ฆ๐ด!"
"๐๐ญ๐ช'๐ด ๐ฆ๐น๐ฑ๐ฆ๐ณ๐ต๐ช๐ด๐ฆ ๐ช๐ฏ ๐ค๐ถ๐ด๐ต๐ฐ๐ฎ๐ฆ๐ณ ๐ด๐ฆ๐ณ๐ท๐ช๐ค๐ฆ ๐ฉ๐ข๐ด ๐ต๐ณ๐ข๐ฏ๐ด๐ง๐ฐ๐ณ๐ฎ๐ฆ๐ฅ ๐ฐ๐ถ๐ณ ๐ข๐ฑ๐ฑ๐ณ๐ฐ๐ข๐ค๐ฉ ๐ต๐ฐ ๐ด๐ถ๐ฑ๐ฑ๐ฐ๐ณ๐ต. ๐๐ฆ๐ณ ๐ข๐ต๐ต๐ฆ๐ฏ๐ต๐ช๐ฐ๐ฏ ๐ต๐ฐ ๐ฅ๐ฆ๐ต๐ข๐ช๐ญ ๐ข๐ฏ๐ฅ ๐ฅ๐ฆ๐ฅ๐ช๐ค๐ข๐ต๐ช๐ฐ๐ฏ ๐ต๐ฐ ๐ฐ๐ถ๐ณ ๐ค๐ถ๐ด๐ต๐ฐ๐ฎ๐ฆ๐ณ๐ด' ๐ฏ๐ฆ๐ฆ๐ฅ๐ด ๐ฉ๐ข๐ท๐ฆ ๐ฉ๐ฆ๐ญ๐ฑ๐ฆ๐ฅ ๐ถ๐ด ๐ฃ๐ถ๐ช๐ญ๐ฅ ๐ด๐ต๐ณ๐ฐ๐ฏ๐จ๐ฆ๐ณ ๐ณ๐ฆ๐ญ๐ข๐ต๐ช๐ฐ๐ฏ๐ด๐ฉ๐ช๐ฑ๐ด ๐ธ๐ช๐ต๐ฉ ๐ฐ๐ถ๐ณ ๐ค๐ญ๐ช๐ฆ๐ฏ๐ต๐ด. ๐๐ฉ๐ฆ'๐ด ๐ข๐ฏ ๐ช๐ฏ๐ท๐ข๐ญ๐ถ๐ข๐ฃ๐ญ๐ฆ ๐ข๐ด๐ด๐ฆ๐ต!"
"๐๐ญ๐ช ๐ธ๐ข๐ด ๐จ๐ณ๐ฆ๐ข๐ต ๐ต๐ฐ ๐ธ๐ฐ๐ณ๐ฌ ๐ธ๐ช๐ต๐ฉ. ๐ ๐ฉ๐ข๐ฅ ๐ฉ๐ฆ๐ณ ๐ธ๐ฐ๐ณ๐ฌ๐ช๐ฏ๐จ ๐ฐ๐ฏ ๐ด๐ฐ๐ฎ๐ฆ ๐ค๐ถ๐ด๐ต๐ฐ๐ฎ๐ฆ๐ณ ๐ด๐ฆ๐ณ๐ท๐ช๐ค๐ฆ ๐ฆ๐ฎ๐ข๐ช๐ญ๐ด. ๐๐ฉ๐ฆ ๐ธ๐ข๐ด ๐ด๐ถ๐ฑ๐ฆ๐ณ ๐ฅ๐ช๐ญ๐ช๐จ๐ฆ๐ฏ๐ต ๐ข๐ต ๐ค๐ฉ๐ฆ๐ค๐ฌ๐ช๐ฏ๐จ ๐ง๐ฐ๐ณ ๐ฆ๐ฎ๐ข๐ช๐ญ๐ด ๐ข๐ฏ๐ฅ ๐ฒ๐ถ๐ช๐ค๐ฌ ๐ต๐ฐ ๐ณ๐ฆ๐ด๐ฑ๐ฐ๐ฏ๐ฅ. ๐ ๐ธ๐ฐ๐ถ๐ญ๐ฅ ๐ฃ๐ฆ ๐ฉ๐ข๐ฑ๐ฑ๐บ ๐ต๐ฐ ๐ธ๐ฐ๐ณ๐ฌ ๐ธ๐ช๐ต๐ฉ ๐ฉ๐ฆ๐ณ ๐ข๐จ๐ข๐ช๐ฏ ๐ช๐ฏ ๐ต๐ฉ๐ฆ ๐ง๐ถ๐ต๐ถ๐ณ๐ฆ. ๐ ๐ฐ๐ถ'๐ญ๐ญ ๐ฃ๐ฆ ๐จ๐ญ๐ข๐ฅ ๐บ๐ฐ๐ถ ๐ฉ๐ช๐ณ๐ฆ๐ฅ ๐ฉ๐ฆ๐ณ."