Senior Process Customer Facing Support and Data Entry Specialist
Laguna
Highly versatile Senior Process Executive with over 9 years of experience bridging the gap between technical support, customer service, and high-accuracy data entry. Proven track record of streamlining operational workflows, resolving complex technical issues, and maintaining top-tier customer satisfaction ratings. A sharp problem-solver adept at managing high-volume data, maintaining database integrity, and delivering exceptional client-facing support in fast-paced environments.
Sourcefit Ph, full_time
Dec 2023 to Dec 12025
Manage, file and scan manifests for CBSA and CBP, cargo clearance processes, improves risk assessment, and manages tariff compliance and duty collection under CrimonLogic. Coordinate with customs broker to ensure seemless transport for import and export. Freight forwarding and logistics. Create and submit manifests for ACE, ACI Highways and Ocean transport, eHBL, AES and Japan AFR on their SaaS and CRM. Assist customs broker, border officer, clients and drivers through phone calls inbound and outbound, emails and chat interaction. Key Skills High-Speed Touch Typing: Maintains a verified speed of 60+ WPM with a 99% accuracy rate. Advanced Spreadsheet Formulas: Proficient in Excel and Google Sheets, including VLOOKUP, XLOOKUP, and Pivot Tables. Database Management Systems: Experienced in inputting, cleaning, and updating records in SQL, Microsoft Access, or ERPs. Data Verification & Auditing: Skilled at cross-referencing raw physical documents against digital database records.
Cognizant, full_time
Apr 2022 to Jun 2023
Manages back-end operations, content review, and creator support for Google YouTube. Handle complex creator and partner requests regarding monetization, policy issues, and account setups via email, chat, or voice channels. Analyzing flagged videos, descriptions, and thumbnails to make strict policy decisions regarding advertiser-friendliness, copyright compliance, or community safety. Resolving high-priority or ambiguous support cases, such as creators disputing a monetization rejection, copyright strike, or channel suspension. Key Skills Multi-Platform OS Diagnostics: Proficient in troubleshooting Windows, macOS, iOS, and Android ecosystems. Network & Connectivity Triage: Skilled in resolving DNS, DHCP, VoIP, Wi-Fi, and VPN configuration issues. Hardware & Peripheral Maintenance: Expert at diagnosing component failures, driver conflicts, and connection errors. CRM & Ticketing Mastery: Fluent in utilizing enterprise software like Jira, ServiceNow, Zendesk, and Salesforce.
Afni Ph, full_time
Oct 2018 to Feb 2022
Handling chat and email for Verizon Wireless focuses on diagnosing device, network, and account-level issues through non-voice channels. Multitasking, concurrent chat handling, and strong technical troubleshooting skills Log into CRM systems, Salesforce network diagnostic portals, billing frameworks, and chat routing software LivePerson and Verizon Unified CX. Simultaneously manage 2 to 3 active live chats with Verizon subscribers. Switch between conversations seamlessly while maintaining accurate technical diagnostic steps Key Skills Multi-Platform OS Diagnostics: Proficient in troubleshooting Windows, macOS, iOS, and Android ecosystems. Network & Connectivity Triage: Skilled in resolving DNS, DHCP, VoIP, Wi-Fi, and VPN configuration issues. Hardware & Peripheral Maintenance: Expert at diagnosing component failures, driver conflicts, and connection errors. CRM & Ticketing Mastery: Fluent in utilizing enterprise software like Jira, ServiceNow, Zendesk, and Salesforce.
Alorica Ph, full_time
Aug 2016 to Sep 2018
Tracking delayed shipments, handling missing packages ("Item Not Received"), managing carrier escalations (UPS, USPS, Royal Mail), and initiating replacements or refunds. Reviewing return requests, issuing prepaid return labels, managing gift returns, and resolving disputes regarding damaged items or incorrect returns. Resetting compromised accounts, canceling unauthorized Prime charges, updating billing methods, and resolving digital subscription issues. Utilizing Amazon's internal CRM database to review real-time order history, tracking IDs, payment gateways, and delivery photo verifications. Key Skills De-escalation Techniques: Skilled in using psychological techniques to calm irate customers and de-escalate complaints. Omnichannel Communication Management: Fluent in managing live phone queues, concurrent web chats, and asynchronous emails simultaneously. Billing & Refund Auditing: Proficient in calculating prorated charges, issuing concessions, and managing financial account profiles. Product & Policy Mastery: Rapidly memorizes complex terms of service, return guidelines, and product specifications.