Customer Support Specialist | E-commerce Support | Customer Experience
Cavite
Hi, I’m Maria Angelica, a Customer Support Specialist with over 10 years of experience helping customers and supporting businesses across BPO and eCommerce environments. My customer service journey has given me the opportunity to work with international companies across eCommerce, technology, telecommunications, travel, and automotive industries. Over the years, I’ve learned that great customer support is about more than simply answering questions. It’s about listening, understanding what the customer actually needs, finding the right solution, and making sure they feel supported throughout the process. In my most recent role, I supported a direct-to-consumer (DTC) eCommerce brand, handling customer interactions through email, live chat, SMS, and social media. I managed everything from order inquiries, returns, refunds, and replacements to subscription management, billing concerns, and product support. I worked with tools including Shopify, Gorgias, Stay AI, NetSuite, ShipStation, Slack, Microsoft Office Suite, Google Workspace, Amazon Seller Central, and TikTok Seller Central. My experience as both a Customer Support Specialist and Quality Supervisor has also given me a broader perspective on customer experience. I understand not only how to resolve an individual customer’s concern, but also how consistency, accuracy, processes, and service quality contribute to the overall success of a business. I’m naturally curious and enjoy figuring things out. Whether I’m troubleshooting a customer’s issue, learning a new system, or understanding a new product, I’m the type of person who takes the time to learn and adapt. I’m dependable, detail-oriented, and comfortable working independently while knowing when to collaborate or escalate an issue. My goal is to become a trusted extension of your team, someone your customers can rely on and your team can count on to represent the brand with professionalism, patience, and empathy.
Intake Breathing LLC, full_time
Feb 2025 to Jul 2026
Managed high-volume customer inquiries across multiple support channels, including Gorgias, email, live chat, SMS, phone, Amazon Seller Central, TikTok Shop, and social media, while maintaining professionalism and brand alignment. Executed end-to-end order management using Shopify and Stay AI, processing returns, refunds, replacements, subscription updates, billing inquiries, and product troubleshooting with accuracy and efficiency. Maintained and exceeded customer service standards by consistently meeting Customer Satisfaction (CSAT) targets and Service Level Agreements (SLAs). Created, maintained, and updated Standard Operating Procedures (SOPs) and internal documentation to support operational consistency and improve team efficiency. Collaborated with cross-functional teams to resolve complex customer issues, identify process improvements, and deliver an exceptional customer experience.
WindshieldHub Auto Glass, full_time
Feb 2024 to Dec 2024
Evaluated customer service calls weekly to ensure compliance with company operational and quality standards. Delivered actionable feedback and coaching that improved overall agent performance and compliance metrics. Trained and onboarded new customer support specialists, guiding system, workflows, and best practices to accelerate team productivity. Created, maintained, and updated Standard Operating Procedures (SOPs) and internal documentation to support operational consistency and improve team efficiency.
WindshieldHub Auto Glass, full_time
May 2023 to Jan 2024
Assisted customers with auto glass replacement inquiries via phone, live chat, and email. Scheduled appointments with exceptional accuracy, maintaining a zero-booking-error record while delivering excellent customer service.
Concentrix Philippines, full_time
Sep 2022 to Apr 2023
Led and coached a team of 12 Quality Evaluators and Analysts, improving campaign compliance and service quality. Produced weekly and monthly quality reports and presented performance insights during client and operational review meetings.
Concentrix Philippines, full_time
Aug 2020 to Sep 2022
Monitored and evaluated voice and chat interactions for quality and compliance. Provided coaching and feedback, and facilitated calibration sessions with leaders and advisors to ensure consistent quality standards.
Concentrix Philippines, full_time
Nov 2016 to Aug 2020
Handled inbound and outbound calls, chat, and email interactions. Assisted customers with Microsoft 365/Xbox purchases, subscriptions, billing, and refunds.
Sitel Philippines, full_time
Feb 2015 to Oct 2016
Handled high-level escalation calls for flight changes, complaints, and service issues, maintaining high resolution rates. Assisted travel agencies and loyalty members with complex bookings and program inquiries while maintaining data confidentiality.