Customer Service Expert
Pampanga
Hi, I’m Arnel, a customer support and e-commerce operations professional based in Metro Manila with a BS in Information Technology. For over four years, I’ve helped businesses keep customers happy and operations running smoothly. I’ve handled live chat, phone, and email support while meeting quality targets, including a 100% QA score and the highest customer satisfaction scores in my team for five consecutive months. I also have hands-on experience behind the scenes in e-commerce: preparing order and inventory reports, updating product listings, SKUs, and pricing, following up on delayed orders and returns, and supporting Shopify and Klaviyo campaigns and customer data imports.
OTEX, part_time
Jul 2026 to Sep 2026
Supported text-to-buy and conversational sales operations by coordinating campaign setups, managing shopper data imports, and collaborating with brand clients and internal teams on SMS checkout rollouts. Monitored AI-driven cart recovery and post-purchase upsell campaigns, prepared performance reports, and documented best practices for Shopify and Klaviyo integrations.
TaskUs, full_time
Jul 2025 to Jul 2026
Handled 35+ cases daily, exceeded productivity targets, and maintained 100% Quality Assurance scores, while delivering exceptional customer service across multiple support channels such as live chat and voice. Resolved complex concerns related to payments, account management, delivery exceptions, and technical issues while consistently meeting service-level agreements (SLAs). Demonstrated strong problem-solving, communication, and customer relationship management skills to deliver positive customer experiences and drive customer satisfaction.
CRGI Labs, full_time
Jan 2025 to Jul 2026
Conducted data acquisition and in-depth online research to gather accurate business information, identify potential leads, and compile relevant market insights from multiple sources. Organized, verified, and analyzed collected data to maintain data quality and consistency, providing structured research findings that supported business operations, lead generation, and informed decision-making.
VXI, full_time
Aug 2024 to Dec 2024
Served as the primary point of contact for residential customers, providing comprehensive support for billing inquiries, service repairs, account management, and retention concerns. Recognized as a top-performing Customer Service Associate with the highest customer satisfaction (CSAT) scores for 5 consecutive months; consistently exceeded monthly KPI targets while maintaining exceptional service quality, resolving complex customer issues efficiently, and contributing to improved team performance metrics.
Maple General Merchandising, part_time
Jan 2024 to Aug 2024
Supported cross-functional initiatives between sales, operations, and brand-partner teams by preparing weekly order and inventory reports, updating marketplace listings with new SKUs and pricing, and helping streamline communication workflows that improved response times for retailer inquiries and fulfillment issues. Assisted in the rollout of internal process improvements for Maple’s B2B platform by organizing training materials for new brand partners, documenting standard operating procedures for order management and payment terms (including Net 30 marketplace flows), and ensuring data accuracy across product discovery, ordering, and distribution workflows.
Freelance, part_time
May 2022 to Jan 2024
Supported cross-functional e-commerce operations by coordinating with sales, fulfillment, and customer service teams, preparing weekly order and inventory reports, updating marketplace product listings with new SKUs and pricing, and following up on delayed orders, returns, and fulfillment issues. Assisted with day-to-day order management by reviewing customer orders, verifying product availability, coordinating with fulfillment teams, and maintaining accurate order information across e-commerce platforms and internal tracking systems. Supported marketplace operations by updating product descriptions, pricing, inventory quantities, and SKU information while ensuring product listings remained accurate and consistent across multiple sales channels.