2007
Bachelor in Elementary Education
Gov Alfonso D Tan College
More Info About Me
N/A
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2012
-
2015
Awesome OS (Formerly: Offsourcing Philippines)
(Back Office Administrator)
As a Back Office Administrator for an eCommerce company, I am responsible for ensuring smooth backend operations that support our online storefront. I manage product data, oversee digital content such as product descriptions and images, organize inventory records, and supervise a team of customer service agents to maintain a seamless customer experience.
Key Responsibilities:
• Create, update, and manage accurate product descriptions and specifications on the eCommerce platform.
• Assist with basic image editing and uploads to maintain a visually appealing online catalog.
• Monitor inventory levels and coordinate updates with the logistics or warehouse team.
• Supervise and support a team of 5 customer service agents, providing guidance and ensuring service standards are met.
2008
-
2012
Sutherland Global Services
(Tier 2 Customer Service Associate)
As a Tier 2 Customer Service Associate, I handle complex and escalated customer inquiries, including those requiring supervisory and managerial-level attention. I act as a key point of contact for resolving high-level concerns, ensuring customer satisfaction while supporting the frontline team with guidance and issue resolution.
Key Responsibilities:
• Handle escalated customer calls that frontline agents are unable to resolve.
• Address complaints and complex issues with professionalism and a solutions- focused approach.
• Take over supervisor and managerial calls as needed, providing authoritative support and decision-making.
• Coordinate with other departments to ensure prompt resolution of customer concerns.
• Document all escalated interactions accurately and thoroughly in the CRM system.
• Identify patterns in escalations to suggest process improvements and training opportunities.
• Provide mentoring and real-time assistance to Tier 1 agents when handling difficult situations.
2007
-
2008
IQOR Philippines
(Customer Service Representative)
As an Online Order Processor, I manage and fulfill customer orders placed through a digital catalog. My primary responsibility is to ensure a smooth and accurate ordering experience for clients by processing requests promptly and maintaining effective communication throughout the transaction.
Key Responsibilities:
• Receive and review online orders submitted through the catalog system.
• Confirm product availability and verify order details with customers when needed.
• Maintain accurate records of all orders and customer interactions.
• Provide excellent customer service by answering inquiries and resolving any order-related concerns.
• Monitor order status and provide updates to customers as necessary.
• Ensure all transactions follow company policies and quality standards.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.