2012-2014
Business Information Management
Asian Institute of Computer Studies
More Info About Me
My experiences has taught me how to handle a wide range of responsibilities in order to ensure that I fulfill my own objectives while also maximizing corporate success. When teamwork is required, I demonstrate a strong dedication to discovering areas of agreement. I am a self-motivated learner with strong multitasking skills and quick analytical reasoning for responding to and solving common to complicated situations.
My Skills and Competencies
Livechat
Inbound and Outbound
Amazon Product Sourcing and Listing
Leadership
Complaints Management
Customer Retention
Customer Support
Social Media Management
Data Entry
Content Creator
Certificates
×
![]()
My Experience and Education
Sept 2022
-
July 2023
Refocus
(Customer Support Team Lead)
Creation of Schedule and Task for the team
Facilitate coaching sessions and weekly team meetings
Facilitate onboarding and training for new hires
Facilitate interview
Monitor live chats, emails, and refunds and ensure that they are actioned in accordance with Service Level Agreements.
Create reports and trackers needed for team and business operations.
Provide support to team members by responding to their inquiries and addressing any suggestions or feedback the team may have.
Handle escalation and customer complaints
Creation of Processes in Written Form
July 2022
-
August 2022
Refocus
(Customer Support Specialist)
Respond to student inquiries via live chat and emails.
Outbound calls for cancellation request
Manage cancellation requests and do customer retention
October 2017
-
June 2022
Amaysim
(Resolutions Officer)
Efficiently manage customer complaints across all channels ensuring resolution to their satisfaction.
Assist in resolving complaints escalated to the Telecommunications Industry Ombudsman.
Analyze the root causes of complaints and create weekly reports using Excel data.
Utilized Microsoft Excel and PowerPoint to generate reports for business review.
Outbound Calls, Emails and Customer Retention Task
Feb 2017
-
Sept 2017
Amaysim
(Tier 2 Customer Support)
Manage billing-related escalations, ensuring prompt resolution and customer satisfaction. Handled 2nd level escalations involving troubleshooting
Addressed DVS (Document Verification Service) escalations, verifying customer identities to maintain security and compliance.
Oct 2016
-
Jan 2017
Amaysim
(Subject Matter Expert)
Assist team members and new hires with product-related concerns.
Manage escalation and supervisor calls
Conduct call audits and coaching sessions to maintain high-quality service.
Create daily reports on new hire attendance, quality assurance scores, and areas for improvement.
Jul 2016
-
Sep 2016
Amaysim
(Customer Support (Livechat, Calls and Email))
Assist customers with inquiries related to products, billing, activation, and troubleshooting.
Respond to inbound and outbound calls
Address email and chat inquiries promptly
Feb 2022
-
March 2022
Noho Homes
(Virtual Assistant - Freelance)
Provide excellent customer support by assisting customers' queries through live chat and email, ensuring prompt and satisfactory responses.
Manage customers' orders using Excel files, including exporting orders from Shopify and manually entering each order into Google Excel.
Ensured the accuracy and correctness of order details during the data entry process.
Collaborate with the team to maintain a seamless order management system.
Assist with order-related inquiries and resolved any issues that customers may have encountered.
2021
-
2022
Cousin Co
(Social Media Manager - Freelance)
Manage the Facebook Platform
Social Media Marketing
Content Creation
Customer Support
Research
Sept 2014
-
June 2016
Ebay Online Shopping (North America)
(Customer Service Representative)
Manage incoming calls and assist the customer with product related queries, billing, listing, returns and shipment
My Services
Social Media Management
Social Media Marketing is telling the world you’re a rock star. Content Marketing is showing the world you are one.
Customer Support Lead
Managing customer support members
Customer Support
Customer support is someone who provide help when customers have trouble with a company's products or services.
Virtual Assistant
Specializes in offering administrative services to clients from a remote location, usually a home office. Typical tasks