CSR | TSR | Virtual Assistant | SMM | Subject Matter Expert
Metro Manila, Marikina, Philippines
Customer support and social media management professional with over 12 years of experience across BPO, healthcare, gaming, and e-commerce industries. Proven track record in technical troubleshooting, billing and account support, fraud/risk review, and social media content strategy. Skilled at managing high-volume customer communications through email, chat, and phone while maintaining strong SLA compliance and customer satisfaction. Experienced with a wide range of CRM, helpdesk, and e-commerce platforms.
Svelte Media, full_time
Sep 2023 to May 2026
Delivered end-to-end customer support (orders, billing, refunds, subscriptions, and technical issues) across Help Scout, Digistore24, Sticky.io, and RingCentral, maintaining high satisfaction scores while managing escalations and cross-functional case tracking via Google Sheets, Slack, and Discord. Coordinated order fulfillment and shipping updates through ShipOffers while creating social media content and campaigns that grew brand visibility and strengthened community engagement.
HealthyBos, full_time
Jan 2022 to Apr 2023
Processed medical equipment orders including insurance verification and billing support, while guiding customers through returns, exchanges, and basic technical troubleshooting, escalating complex issues as needed. Coordinated with logistics to ensure accurate, timely delivery and resolved shipment tracking concerns, maintaining compliance with healthcare industry regulations and company policy throughout.
Acquire BPO, full_time
Jun 2020 to Apr 2022
Troubleshot technical issues across gaming platforms, software, and hardware, guiding customers through installation/configuration and account, login, and payment-related issues, while documenting software bugs via Zendesk for escalation to the development team. Built a knowledge base of common resolutions and created/curated social media content for the gaming community, running engagement and promotional campaigns.
Accenture, full_time
Feb 2018 to Apr 2020
Served as frontline support for healthcare inquiries covering appointments, billing, insurance, and prior authorizations, resolving complex customer issues while developing training materials for Customer Communication Support representatives. Developed and scheduled social media content, managed paid campaigns, and tracked engagement/performance metrics, while acting as liaison between customer support, billing, appointment, and clinical teams to ensure consistent information.
Convergys, full_time
May 2014 to Dec 2017
Reviewed and moderated accounts for content quality and compliance using risk-scoring frameworks and SOPs, verifying payment/credit card information and identifying fraud patterns via device fingerprinting and IP tracking. Responded to client cases through Zendesk within strict SLA targets while serving as Subject Matter Expert, supporting agents with process questions, managing social media posting/moderation, and resolving billing and payment concerns via direct messaging.