2011
Bachelor of Science in Information Technology
First Asia Institute of Technology and Humanities
More Info About Me
Customer Service Specialist with over 10 years of experience delivering high-quality support across call centers and e-commerce email platforms. Skilled in resolving inquiries, managing high-volume queues, and providing clear, empathetic communication. Proficient in using CRM and ticketing systems, analyzing customer needs, and ensuring efficient, accurate resolutions. Known for strong problem-solving abilities, patience, and consistently maintaining high customer satisfaction in fast-paced, metrics-driven environments.
Skills
Customer Service Specialist
Shopify Specialist
Data Entry
Product Research and Listing
Video and Photo editing
Certificates
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My Experience and Education
2018
-
2025
VIRTUAL STAFF
(eCommerce Customer Service Representative)
Assisting customers with product questions, boosting conversion rates and reducing cart abandonment.
Responding to over 150 emails daily.
Prioritizing tickets based on urgency.
Resolving delivery issues by coordinating with fulfillment centers and carriers.
Assisting customers in tracking their orders.
Processing orders, cancellations, exchanges, and refunds.
Documenting customer issues and feedback.
Escalating complaints with empathy and professionalism
Suggest improvements to FAQs, product pages, or policies.
2021
-
2025
Double Dragon Insurance agency
(Financial Advisor)
Assessed client financial health.
Created personalized financial plans.
Monitoring market movements and adjusting portfolios
Identifying financial opportunities and risks
2017
-
2018
iDial U
(Lead Qualifying Specialist)
Managed outbound leads through phone.
Achieved daily/weekly KPIs including call volume, conversion rate, and qualified lead targets.
Following up on previous customers for potential sales.
2016
-
2017
Alorica
(Customer Service Representative)
Answer incoming calls from customers regarding products, services, billing, or general questions.
Provide accurate and clear information to resolve concerns.
Handle complaints and de-escalate tense situations.
Stay updated on new services, policies, promotions, and procedures.
Understand features well enough to educate customers.
Follow issue-resolution procedures to ensure customer satisfaction.
Achieve targets for call handling time, first call resolution, CSAT (customer satisfaction), and attendance.
Maintain high accuracy and professionalism.
2012
-
2015
TeleTech
(Customer Service Representative)
Answer incoming calls from customers regarding products, services, billing, or general questions.
Provide accurate and clear information to resolve concerns.
Troubleshoot problems and offer solutions.
Handle complaints and de-escalate tense situations.
Stay updated on new services, policies, promotions, and procedures.
Understand features well enough to educate customers.
Follow issue-resolution procedures to ensure customer satisfaction.
Achieve targets for call handling time, first call resolution, CSAT (customer satisfaction), and attendance.
Maintain high accuracy and professionalism.
2011
-
2012
GLOBE BUSINESS CENTER
(SALES & CUSTOMER SERVICE SPECIALIST)
Explain billing statements, charges, overages, and payment deadlines.
Process reconnection or temporary disconnection requests.
Troubleshoot mobile signal problems, data connectivity, and Globe At Home broadband concerns.
Update customer information and verify identities.
Promote/Offer products and postpaid plan.
My Services
Customer Service Specialist
Assisting customers with existing orders, product questions and boosting conversion rates.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Shopify Specialist
Customize Your Store With Our Website Builder.