Customer Support and Administrative Assistant- 11 years of Experience
Rizal
Hi, I’m Wendee. I have 11 years of BPO experience in customer service and operations, supporting U.S. and UK-based customers through phone, email, live chat, and social media. I started as a Customer Service Representative and worked my way up to Customer Service Manager and Team Leader. Along the way, I gained strong experience in technical support, troubleshooting, escalations, ticket management, and daily operations. I’m organized, tech-savvy, and comfortable using tools like Zoho Desk, ServiceNow, Google Workspace, Microsoft 365, and Canva. Most importantly, I’m someone who takes ownership, solves problems, and makes sure things get done right. I’d love to bring my experience and reliability to your business and help make things easier for you and your customers.
Transcom, full_time
Nov 2018 to Jan 2026
● Supported U.S.-based customers through phone, email, live chat, and social media. ● Supervised 13–15 agents while managing daily operations, workload distribution, escalations, and service-level requirements. ● Used Zoho Desk for coaching documentation, quality audits, performance records, and team-related administrative tasks. ● Used ServiceNow to create and monitor equipment, software, domain, and account-related tickets. ● Managed escalated concerns by investigating issues, taking ownership, and providing appropriate resolutions. ● Created trackers and reports using Google Sheets, Excel, and Microsoft 365 to organize workloads and prioritize urgent and aging cases. ● Used Microsoft Teams, ChatGPT, Copilot, and Canva to support communication, productivity, documentation, and business tasks. ● Recognized as a Top Team Leader for multiple months.
Transcom, full_time
Dec 2015 to Nov 2018
● Resolved 15-20 escalation cases per shift to reduce dissatisfaction and limit external complaints. ● Handled escalation calls to contain customer dissatisfaction before complaints reached external channels. ● Conducted proactive outbound calls to dissatisfied customers, clarified concerns, and closed open issues. ● Assessed and communicated potential CEO-level escalation complaints to support timely awareness and response.
Transcom, full_time
Nov 2014 to Nov 2015
● Resolved 20-30 customer cases per shift across inbound calls, live chat, and social media for UK-based telecommunications customers ● Delivered responsive support to UK-based customers seeking guidance with their internet and television plans, bills and refund requests ● Handled customer inquiries through inbound and outbound calls, live chat, and social media with consistent professionalism. ● Documented case details accurately to support performance documentation and follow-up on open issues. ● Experienced upselling and helped customers upgrade their plans to meet their needs