Customer Service & Administrative Specialist with 14+ Years Experience
Cavite, General Trias, Philippines
Customer Service and Administrative Specialist with 14+ years of experience delivering high-quality customer support, operational coordination, and administrative services in global, fast-paced environments. Proven expertise in managing high-volume inquiries, resolving escalations, processing orders, and maintaining customer satisfaction metrics. Skilled in workforce scheduling, KPI reporting, documentation management, and cross-functional coordination. Recognized for efficiency, professionalism, and driving customer retention through excellent service delivery.
Spocket - Innovation Labs, freelance
Jul 2020 to Present
Served as primary contact for retailers and suppliers regarding accounts, subscriptions, and order management via email and chat. Managed escalations involving cancellations, refunds, disputes, and account issues while maintaining high CSAT scores. Processed customer orders using internal platforms, APIs, and thirdparty integrations. Coordinated with technical teams to resolve complex customer concerns and system issues. Facilitated dispute resolution and payment investigations through payment platforms. Generated workforce schedules using forecast data and monitored team coverage. Managed time-off requests and ensured operational continuity. Maintained and updated internal and external knowledge base documentation. Tracked and reported performance metrics including CSAT, FRT, MRT, ticket volume, and CX performance.
MCVO TALENT OUTSOURCING SERVICES, full_time
Sep 2019 to Jul 2020
Handled customer inquiries via phone, email, chat, and social media channels. Assisted customers with account setup, order placement, and product information. Coordinated shipping arrangements and delivery status updates. Managed support tickets using CRM and helpdesk platforms. Provided administrative support through data entry and order documentation.
CLASSIC PHOTOGRAPHERS, freelance
Jan 2018 to Feb 2019
Handled customer inquiries via phone, email, chat, and social media channels. Assisted customers with account setup, order placement, and product information. Coordinated shipping arrangements and delivery status updates. Managed support tickets using CRM and helpdesk platforms. Provided administrative support through data entry and order documentation.
TELSTRA POWERED BY TELETECH, full_time
Dec 2012 to Jan 2018
Delivered live chat support for telecommunications products and services (Postpaid Mobile, Prepaid Mobile, Telephone and Broadband services Processed service requests, upgrades, and cancellations. Generated revenue through upselling and cross-selling. Coordinated delivery logistics and service activation. Maintained high customer satisfaction and performance targets.
HINDUJA GLOBAL SOLUTIONS (SONY U.S.A.), full_time
Oct 2011 to Dec 2012
Provided phone-based technical support and troubleshooting assistance for their Sony Blue-Ray devices. Escalated unresolved issues and scheduled service appointments. Ensured accurate documentation of technical cases.
HINDUJA GLOBAL SOLUTIONS (RYDER) , full_time
Mar 2011 to Oct 2011
Coordinated emergency roadside assistance across the U.S. and Canada. Dispatched technicians and arranged replacement vehicles. Maintained accurate service documentation and case records.