Senior Customer Service Specialist/ CS Virtual Assistant
Cavite
Great customer experiences don’t happen by chance—they’re built through empathy, precision, and the ability to solve problems before they escalate. That’s exactly what I’ve spent the last 15+ years doing. Over the years, I’ve handled everything from high-volume support and billing concerns to coordinating with internal teams and managing detailed records in CRM systems. I’ve consistently delivered high customer satisfaction by combining efficiency with genuine care—making sure every customer feels heard, supported, and confident. Today, I’ve transitioned into the world of Virtual Assistance, where I bring together my customer support expertise and operational skills to help businesses run smoothly behind the scenes. From managing workflows and supporting clients to keeping systems organized and up to date, I focus on delivering reliable, detail-driven support that allows business owners to focus on growth. At the core of everything I do is a simple goal: to make every interaction easier, clearer, and more human.
TSA Philippines, full_time
Feb 2020 to Sep 2025
· Managed 60–80+ daily customer enquiries across email, chat, and phone, ensuring timely and professional responses · Maintained 95–98% CSAT through customer-centric communication and efficient issue resolution · Handled order concerns, billing issues, refunds, and account updates with 100% data accuracy · Achieved 85–90% First Contact Resolution (FCR), minimizing follow-ups and improving customer experience · Reduced escalation rates by 15–20% through proactive problem-solving · Collaborated with internal teams to resolve delivery issues and improve service workflows · Maintained accurate CRM documentation for tracking and reporting
Concentrix, full_time
Nov 2009 to Oct 2019
· Managed 50–70+ customer cases daily via multi-channel support (email, chat, phone) · Consistently achieved 96–99% CSAT while maintaining high-quality service delivery · Acted as escalation point, resolving 90%+ of complex customer concerns · Maintained 5–7 minute AHT while balancing efficiency and customer satisfaction · Improved customer retention by 10–15% through solution-focused support · Ensured 100% accurate documentation and compliance in CRM systems · Mentored new hires, improving onboarding success and team productivity