Senior Customer Service Representative/ Team Leader/Live Chat Support
Negros Occidental
Hi, I’m a dedicated Customer Service Representative with over 6 years of experience helping businesses keep their customers happy and their operations running smoothly. I’ve handled live chat, email, and inbound and outbound calls, along with order processing, billing, upselling, and complaint resolution. I’m comfortable working in Zendesk and Intercom, and I know how to turn a frustrated customer into a loyal one by listening carefully, staying calm, and solving the problem quickly. I’ve also worked as a team leader, so I understand what it takes to meet targets, support a team, and keep service quality high. Beyond customer support, I can help with sales follow-ups and administrative tasks, so you can count on me for more than just answering tickets. When you work with me, you can expect clear communication, reliability, and a genuine commitment to your customers’ experience. Send me a message and let’s talk about how I can support your business.
Friday Plans SEZC, full_time
Sep 2025 to Apr 2026
Handled a high volume of customer inquiries daily across chat, email, and inbound calls, resolving most cases in a single contact. • Delivered accurate, timely solutions that consistently maintained excellent customer satisfaction (CSAT) scores. • Identified bottlenecks in the resolution process and streamlined steps, reducing average handling time.
Pomelo Group of Philippines Inc, full_time
May 2024 to Jul 2025
Managed day-to-day customer interactions using Zendesk and Intercom, keeping response and resolution times within target. • Partnered with teammates and team leads to refine support workflows, improving overall team efficiency. • Consistently met or exceeded KPIs for response time and resolution quality month over month.
Teletech-Bacolod, full_time
Jul 2023 to Oct 2024
Resolved customer concerns with empathy and professionalism across multiple contact channels. • Onboarded and trained new hires, helping accelerate their ramp-up to full productivity. • Consistently achieved performance and quality assurance targets.
Focus Direct Inc, full_time
Nov 2022 to Jul 2023
Supervised and coached a team of customer service representatives, driving improvements in individual and team performance. • Monitored key performance metrics and rolled out productivity improvements based on the data. • Served as the primary liaison between management and staff, ensuring clear, two-way communication
Focus Direct Inc, full_time
Nov 2019 to Nov 2022
Delivered multi-channel support (calls, chat, and email) to a large customer base. • Maintained consistently high customer satisfaction ratings throughout tenure. • Supported reporting efforts and contributed ideas to ongoing process improvement initiatives.