Joshua D.

Customer Support Specialist

Cavite

Overview

Results driven professional with over six years of experience in customer service, technical support, logistics coordination, scheduling and guest relations. Seeking an opportunity as a Logistics Coordinator, Customer Support Specialist, Chat Support Specialist, Scheduling Coordinator, Technical Support Representative or Guest Relations Specialist where I can leverage my communication skills, problem solving abilities and customer-focused approach to deliver exceptional service, improve operational efficiency and contribute to organizational success.

Skills and Tools

• Customer Support
• Chat Support
• Email Support
• Ticket Management
• Complaint Resolution
• Phone Support
• Conflict Resolution
• Call Center Operations
• Technical Support
• Tier 1 Support
• Tier 2 Support
• BPO Operations
• Help Desk
• Zendesk
• Freshdesk
• LiveChat
• CSAT Surveys
• Knowledge Base Management
• Escalation Management

Work History

• Customer Support Specialist

  Gemaire Distributors, full_time

  Aug 2023 to Present

  Assist contractors and customers with HVAC product inquiries, pricing, availability, and sales support Provide technical troubleshooting and escalate advanced issues to specialized technicians Create, manage and document service tickets and warranty cases Verify documents and process parts replacement approvals Support e-commerce operations and product management Deliver customer assistance through calls, email and chat channels

• Guest Relations / Case Manager

  IHGHotels & Resorts , contract

  Feb 2023 to Aug 2023

• Logistics Coordinator

  Schneider Logistics, full_time

  Feb 2022 to Nov 2026

  Coordinated shipment pickups and delivery schedules efficiently Communicated with drivers, carriers, and clients regarding shipment updates Processed logistics requests via email, phone, and web-based systems Monitored shipment progress and resolved operational concerns Ensured timely deliveries and maintained workflow accuracy

• Appointment Scheduler

  First National Responders, freelance

  Dec 2021 to Jan 2023

  Contacted homeowners affected by natural disasters to schedule inspections Managed appointment pipelines and maintained accurate CRM records Educated clients regarding services and insurance claim processes Achieved outbound performance goals in a target-driven environment

• Technical Support Representative

  Microsoft, full_time

  Sep 2019 to Dec 2021

  Supported Xbox and PC users with billing, login, refund, and security concerns Resolved hardware, software, and network connectivity issues Assisted customers with hacked accounts, account recovery and unauthorized charges Assist Customers for warranty and replacement procedures Moderated Xbox community forums and enforced platform guidelines Documented cases accurately and collaborated with internal support teams