Customer Support | Operations | Marketing Strategist | SMM | Canva WIZ
Tarlac
I’m a Customer Support Professional with 8+ years of BPO experience, specializing in customer service, case handling, process compliance, and escalation management. I started by assisting customers through chat, email, and outbound calls, then progressed to Tier 2, where I reviewed cases to ensure teammates followed the correct workflow and provided proper resolutions. After three years, I became a Subject Matter Expert (SME), supporting agents, reviewing concerns, guiding them through processes, and ensuring escalations were handled correctly. Beyond customer support, I’m developing my skills in digital marketing, social media management, TikTok, Facebook, Instagram, content creation, content strategy, and Canva graphic design. I also own a printing business, giving me hands-on experience in customer service, sales, marketing, order management, and business operations. Why I’m a Good Catch? What I bring is more than customer support. I bring a business-owner mindset. I understand how important every customer interaction, process, and task is to your business. I can help you take care of your customers, keep processes organized, solve concerns efficiently, and provide reliable day-to-day support, while using my marketing and business knowledge to understand the bigger picture. My goal is to make your workload lighter, your customer experience better, and your operations more efficient—so you can focus on growing your business.
Hopeful Crafts & Creation , freelance
May 2024 to Sep 2026
Managed the complete order process, ensuring customer orders were accurately processed, coordinated, completed, and delivered on time. • Received and processed customer orders and product requests • Confirmed order details, quantities, pricing, and customization requirements • Prepared quotations, invoices, and payment details • Coordinated production schedules and monitored order progress • Tracked materials, supplies, and product availability • Communicated with customers regarding order updates and expected completion • Managed revisions and changes to customer orders • Coordinated packaging, pickup, and delivery arrangements • Followed up on pending and completed orders • Handled order-related concerns, cancellations, replacements, and corrections • Maintained organized order records and customer information • Ensured orders were accurate and completed according to customer requirements
Hopeful Crafts & Creation, freelance
May 2024 to Sep 2026
I independently manage and operated my home-based printing and personalized products business, handling daily operations from customer inquiries and order processing to production, marketing, and fulfillment. • Managed customer inquiries, orders, follow-ups, and customer relationships • Handled order processing, pricing, quotations, invoicing, and payments • Coordinated production, materials, inventory, and order fulfillment • Created personalized products, printed materials, and customized orders • Designed brochures, product mockups, labels, and social media graphics using Canva • Promoted products and services through social media and online marketing • Managed customer concerns, revisions, complaints, and after-sales support • Researched customer needs and trends to identify new products and business opportunities • Maintained order records, customer information, and business documentation • Managed day-to-day business operations while ensuring quality, accuracy, and timely delivery
Taskus, full_time
Oct 2023 to Sep 2026
SME / Local Advocate role, serving as a trusted resource for team members and supporting day-to-day operations. • Supported frontline teams in resolving complex customer and operational cases by determining appropriate resolution paths and escalation requirements. • Provided guidance on SOPs, workflows, tools, and process requirements to improve consistency and reduce avoidable errors. • Reviewed case handling and workflow adherence, identified process gaps, and provided actionable feedback to frontline teams and operations leaders. • Coordinated with specialized teams to route complex issues appropriately and support timely resolution. • Participated in calibration, quality reviews, KPI discussions, workflow updates, and operational improvement initiatives.
Munhwa Korean language School, freelance
Mar 2021 to Feb 2022
I handled 30–50 students per 2-week session, mostly beginners learning a new language. My focus was not only on teaching but also on making the learning experience easier to follow. I created simpler materials and activities and adjusted my approach based on what students needed. I also supported the school's online marketing by creating posts, graphic posters, and behind-the-scenes content from my actual teaching sessions. 30–50 Students per Session — Managed a full 2-week learning session while keeping students engaged and supported. Tailored Learning — Adjusted lessons, materials, and activities to make learning easier and less overwhelming for beginners. Learning Content — Created simple and practical materials to support student understanding and participation. Social Media Marketing — Created and published content to promote the school and reach people interested in learning Korean and exploring opportunities abroad. Visual Content — Created graphic posters and behind-the-scenes teaching content to showcase the school's programs and learning experience.
Taskus, full_time
Oct 2020 to Nov 2023
Reviewing cases escalated by Tier 1 teammates to ensure the validity of escalation. • Reviewed 20–40 escalated cases daily to validate escalation requirements, determine appropriate resolution paths, and verify workflow adherence. • Applied research, troubleshooting, and critical thinking to complex customer and operational concerns. • Guided frontline teammates through difficult cases, process questions, and workflow requirements. • Contributed to a 50–90% reduction in invalid escalations through case review, process guidance, and frontline coaching. • Maintained accurate case records, reports, and workflow documentation to support tracking, follow-up, and operational visibility. less
Taskus, full_time
May 2018 to Oct 2020
Responding to customer inquiries, providing assistance, and resolving issues. • Managed 30–50 customer cases daily across email and chat while maintaining service, accuracy, and documentation standards. • Used probing questions, research, and troubleshooting to identify customer needs and determine appropriate solutions. • Owned customer concerns from initial contact through resolution, escalation, or follow-up. • Balanced customer interactions, escalations, follow-ups, and administrative responsibilities in a high-volume environment. • Communicated resolutions and next steps clearly while maintaining a consistent customer experience.
PSPC, full_time
May 2015 to Mar 2016
Order Accuracy — Checked products, quantities, and order details before dispatch. • Inventory Tracking — Updated and verified product information to support accurate order preparation. • Fulfillment Support — Prepared and organized orders for shipment. • Shipping Coordination — Coordinated with courier partners and verified shipping information. • Quality & Organization — Double-checked details and kept the workflow organized to help prevent errors and delays
Frontrow International, part_time
Apr 2015 to Aug 2019
Leveraged social media platforms for product promotion. Created marketing content. Scheduled appointments with potential clients. Conducted follow-ups via messages, calls, or email. Presented marketing strategies and products to clients. Managed data entry for clients who purchased packages/products. Provided product training to clients.