Customer Service Specialist | 10 Years in Customer Operations
Cavite
I am a Customer Support and Customer Operations professional with over 10 years of experience supporting customers through phone, email, chat, and digital channels. Throughout my career, I have worked in fast-paced, high-volume environments where accuracy, responsiveness, problem-solving, and attention to detail are essential. My experience includes handling complex customer concerns, investigating issues, managing account and service requests, coordinating with internal teams, documenting customer interactions, and ensuring concerns are resolved accurately and efficiently. I am comfortable managing multiple cases simultaneously, prioritizing urgent requests, and remaining calm and professional under pressure. I have supported customers for global brands in telecommunications, device protection, and e-commerce. My background has given me experience working with CRM systems, Salesforce, Gorgias, Google Workspace, and Microsoft Office while navigating multiple systems and maintaining accurate customer records. I also have experience identifying customer needs and recommending relevant products and services. I am highly adaptable, dependable, and comfortable working independently in a remote environment with minimal supervision. With strong written and verbal English communication skills and a customer-focused approach, I am eager to bring my experience in customer service, operations, coordination, and problem-solving to a fast-paced team where delivering a smooth and exceptional customer experience is a priority.
JLI Trading Inc, freelance
Nov 2025 to Present
Provide professional customer support through email and marketplace messaging for international e-commerce brands including BargainFox, Jobalots, and Bodysocks. Manage customer inquiries related to order status, shipping and delivery, tracking, product information, returns, replacements, and refunds. Investigate customer and delivery issues by coordinating with shipping carriers and internal teams to identify solutions and ensure timely resolution. Maintain accurate customer records and document customer interactions using CRM and productivity tools. Manage multiple customer inquiries simultaneously while maintaining accuracy, professionalism, and service quality. Handle customer complaints and escalations while identifying appropriate next steps and resolutions. Support customers through digital channels including Facebook, Instagram, and marketplace communications. Work independently in a remote environment while following established processes and managing competing priorities.
Asurion, full_time
May 2021 to Jul 2025
Supported U.S.-based Verizon customers remotely with mobile device protection plans, insurance claims, account inquiries, and technical troubleshooting. Guided customers through insurance claim processes while ensuring compliance with company policies and procedures. Investigated customer concerns, identified root causes, and provided accurate and timely solutions. Maintained detailed and accurate customer records and documented customer interactions using CRM systems. Collaborated with multiple departments to resolve complex customer issues efficiently. Managed high-volume customer interactions while maintaining quality, productivity, and customer satisfaction standards. Worked independently in a remote environment while maintaining consistent productivity, communication, and service quality. Adapted to remote workflows, digital communication tools, and changing processes while supporting customers across U.S. time zones.
Concentrix, full_time
Apr 2016 to May 2021
Supported U.S.-based AT&T Mobility customers with billing inquiries, account management, payment concerns, usage charges, service requests, and wireless plans. Explained billing statements, service fees, and account information clearly to customers. Researched customer concerns and provided appropriate solutions through effective problem-solving and communication. Recommended eligible products, services, and plan upgrades based on customer needs. Consistently met quality, productivity, and customer satisfaction targets in a high-volume contact center. Maintained accurate customer information and followed established procedures for handling customer accounts. Managed multiple customer concerns efficiently while maintaining professionalism and attention to detail.