Customer Support | Zendesk Salesforce | Email Chat
Bukidnon
Hi! I’m a customer support professional with experience in voice, email, and chat support. I’m skilled in problem-solving, handling customer concerns, and using tools like Zendesk and Salesforce. I’m detail-oriented, adaptable, and committed to providing reliable support that helps businesses keep their customers happy. I’m always eager to learn, grow, and make a positive impact on every team I work with!
Support Zebra, full_time
Mar 2025 to Jun 2025
Managed up to four simultaneous live chats for Shopee Philippines customers, addressing inquiries, complaints, and account or platform-related concerns. Supported non-logistics issues involving vouchers, shop promotions, affiliate programs, SPayLater, suspected scams, checkout price discrepancies, and other marketplace-related concerns. Maintained timely customer engagement by responding to incoming inquiries within the required two-minute response window. Handled customer concerns in a fast-paced environment while balancing multiple conversations and keeping responses timely and relevant. Worked toward customer satisfaction KPIs, adjusting performance efforts to meet the team's satisfaction metrics.
Concentrix, full_time
Aug 2023 to Oct 2024
Managed inbound and outbound calls and email inquiries for Angi, a home services platform connecting customers with professionals for repairs, construction, handyman services, cleaning, lawn care, and other home improvement needs. Worked toward a target of at least 60 calls per shift, handling appointment confirmations, scheduling inquiries, rescheduling requests, missed appointments, and service-related concerns. Coordinated customer and service professional concerns involving late arrivals, no-shows, customer availability, dissatisfaction with completed work, and disputes between customers and professionals. Evaluated refund requests based on company policies and service circumstances, issuing refunds for justified cases such as service professional no-shows, services not performed, bad weather, and professionals arriving without the necessary tools. Declined refund requests that did not meet eligibility criteria, including cases involving forgotten appointments or inappropriate behavior toward service professionals. Escalated exceptional refund requests, including furniture assembly claims outside the applicable warranty or service scheduling period, to higher-level teams for review. Assisted with claims processing and gathered supporting documentation, photos, and other evidence of damages to help address service-related claims. Supported customer retention efforts by addressing concerns, explaining available options, and helping customers explore appropriate resolutions. Followed up with customers after home service jobs to address complaints, gather feedback, and determine their satisfaction with the services provided. Supported service bookings associated with major U.S. retailers, including Walmart, Wayfair, Costco, and other furniture assembly, home installation, and TV mounting service programs. Used Zendesk and Salesforce while navigating multiple other tools simultaneously to assist customers and manage service inquiries.
Teleperformance, full_time
Jun 2023 to Aug 2023
Handled inbound calls regarding T-Mobile wireless services, addressing customer inquiries and concerns about accounts, billing, payments, and devices. Assisted customers with phone-related troubleshooting, including iPhone issues, connectivity concerns, and international roaming requests. Processed payment arrangements and billing adjustments in accordance with company policies and procedures. Assisted customers with Apple product pre-orders and device-related inquiries. Handled account closure requests involving sensitive circumstances, including bereavement and relationship changes, while following account ownership verification and authorization procedures. Verified account ownership or authorized access before processing account changes to protect customer information.
Resorts World Manila, full_time
Jan 2018 to Oct 2020
Provided professional and personalized service to VIP guests in a fast-paced gaming environment. Handled cash transactions, calculated winning bets and payouts, and maintained accuracy in all gaming operations. Followed gaming and compliance procedures while monitoring customer behavior and remaining alert to suspicious activities.