Customer Support Operations Expert | SOPs, Call Flows & Scripts
Metro Manila, Makati, Philippines
Struggling with slow response times, inconsistent customer support, or untrained agents? I help businesses build structured customer support systems that improve efficiency, consistency, and customer satisfaction. I’m a Customer Support Lead with 7+ years of experience managing teams, optimizing workflows, and handling high-volume support across email, chat, and phone. I don’t just answer tickets — I build systems that scale support operations. Here’s how I can help: • Design call flows, SOPs, and support frameworks • Create high-converting call & chat scripts • Optimize workflows to reduce response time • Manage and coach support teams • Improve customer satisfaction and retention I’ve worked with e-commerce, tech support, and telemarketing teams — helping them deliver faster, more consistent service. I also leverage AI tools and automation to streamline operations while keeping a human touch. If you need a reliable expert to fix or scale your customer support system, let’s talk.
TaskUs, full_time
Mar 2026 to Apr 2026
As a Chat Support Specialist for a top leading AI company, I handled high-volume, real-time chat interactions, assisting users with account access, billing concerns, and platform-related inquiries. I troubleshot technical issues by identifying root causes and guiding users through clear, step-by-step solutions while maintaining a calm and empathetic approach, especially in complex or high-pressure situations. I followed established workflows and quality standards, documented interactions accurately, and escalated more complex cases with complete context. Through this, I helped improve customer satisfaction by delivering timely and reliable support, reduced repeat inquiries by ensuring clear resolutions, and contributed to overall team efficiency by sharing insights and supporting process improvements.
Harmony-Wash, full_time
Apr 2024 to Feb 2026
My role centers on managing the business—developing product formulas, sourcing suppliers, handling accounts, and overseeing both direct and online resellers.
Upwork.com, freelance
Mar 2019 to Jan 2026
My role involved leading team operations by providing phone support, managing schedules and tools, maintaining SOPs, and overseeing access to departmental resources.
Car Insurance, freelance
May 2018 to Dec 2018
My role involved daily outreach to 400 leads, using scripted messaging and verifying customer qualifications.
Convergys Philippines, full_time
Jun 2017 to Feb 2018
My role focused on detecting fraudulent transactions, ensuring card security, and handling claim filing and processing.
Convergys Philippines, full_time
Jul 2016 to May 2017
My role involved troubleshooting technical issues, remotely configuring devices, and coordinating service calls.
Transcom Worldwide Philippines, full_time
Feb 2015 to Oct 2015
My role involved remote troubleshooting, resolving technical issues, processing claims, and booking service calls.
Convergys Philippines, full_time
Jul 2013 to Feb 2015
My role involved troubleshooting software and hardware issues, managing escalations, and testing equipment for functionality.