E-commerce Virtual Support
Pampanga
I am an experienced Customer Service and Technical Support professional with a strong background in BPO operations, including handling high-volume customer interactions, data entry, and team support. I have worked in fast-paced environments such as iQor and TTEC, where I consistently maintained strong performance metrics, including high customer satisfaction and KPI achievement. My strengths include clear communication, problem-solving, attention to detail, and the ability to handle multiple tasks efficiently under pressure. I am also experienced in using CRM tools, managing tickets, and supporting both customers and internal teams with accuracy and professionalism. What sets me apart is my combination of frontline customer service experience and leadership exposure, along with my ability to adapt quickly to new systems and processes. I am dependable, organized, and focused on delivering high-quality work that supports both customer satisfaction and business goals. I am now seeking remote opportunities where I can apply my skills as a Virtual Assistant or Customer Support Specialist and continue to grow in a client-focused, results-driven environment.
Hammermade, full_time
Jan 2024 to Nov 2025
At Hammermade, I was responsible for providing efficient and accurate customer support by handling inquiries, processing orders, and assisting customers with product-related concerns. I managed customer communications through email, chat, and other support channels, ensuring timely responses and a positive service experience. I also assisted in order tracking, issue resolution, and coordination with internal teams to address shipping concerns, returns, and product availability. Part of my role involved maintaining accurate records in the system and ensuring all customer interactions were properly documented. In addition, I consistently followed company processes and quality standards to ensure customer satisfaction, while maintaining professionalism in a fast-paced retail support environment.
Teletech, full_time
Jan 2020 to Jul 2023
At TTEC, I worked as a Supervisor where I was responsible for overseeing daily team operations and ensuring that performance targets and KPIs were consistently met. I led, coached, and supported a team of customer service representatives, providing regular feedback, performance evaluations, and guidance to improve efficiency and service quality. I handled workforce coordination tasks such as monitoring attendance, managing schedules, and ensuring proper adherence to company policies and procedures. I also acted as the main point of escalation for customer concerns and complex issues that required supervisor-level resolution. In addition, I collaborated with operations and support teams to maintain service quality, meet client expectations, and improve overall team performance through continuous coaching and process improvement initiatives. What sets this role apart is my experience in leadership, handling high-pressure situations, and driving both individual and team performance in a fast-paced BPO environment.
Iqor, full_time
Jan 2014 to Aug 2019
At iQor, I worked as a Customer Service Representative handling inbound and outbound customer interactions in a fast-paced BPO environment. I was responsible for addressing customer inquiries, resolving complaints, and providing accurate information regarding accounts, services, or products. I managed multiple customer concerns such as billing issues, account updates, troubleshooting, and service requests while ensuring all cases were properly documented in the system. I consistently followed company guidelines and quality standards to deliver efficient and professional support. My role required strong communication, problem-solving, and attention to detail, as well as the ability to handle high call volumes while maintaining excellent customer satisfaction. I also worked closely with internal teams to escalate and resolve complex issues in a timely manner.