Customer Support | Onboarding | AI automation
Bulacan
I am a freelancer with a proven history of providing quality work based on integrity, accountability, and professionalism. I am self-motivated and do well working alone or in teams. My skills include SaaS platforms, marketing software, and designing and improving chat-based AI systems. I work well in fast-paced settings, using strong communication and a focus on quality to produce reliable results, even under pressure. I can adjust to changing workloads and lead projects with little supervision. My attention to detail, strong organizational skills, and proactive attitude help me handle complex tasks effectively. Additionally, I have a lot of experience as a Quality Analyst. I perform stability and performance tests, spot deviations from expected trends, and turn complex data into clear insights. This experience enhances my ability to support product reliability, data accuracy, and ongoing improvement across teams.
Deliberately. AI, full_time
May 2025 to Mar 2026
• Provided exceptional customer support through chat, ensuring timely and effective resolution of client concerns. • Developed and optimized an Intecom workflow, enhancing the efficiency of the support process. • Collaborated with managers and engineers to analyze support data, offering actionable feedback for continuous improvement. • Created comprehensive Help articles to facilitate smoother interactions with clients and improve overall service experience.
Gratifii Limited, full_time
Aug 2024 to Jun 2025
• Provided exceptional customer support by handling inbound calls regarding loyalty offers. • Conducted thorough investigations and troubleshooting on reward tickets to resolve customer issues. • Managed escalation calls with professionalism, ensuring a positive customer service experience. • Collaborated with engineers and management to relay customer feedback for process improvement.
Glowtouch LLC, full_time
Nov 2021 to Apr 2024
•As a support representative, I helped clients through chat in regards to their issues and concerns about their Drift chat app and provided feedback, suggestions and best resolutions in soonest possible time to meet the company's goal and expectations. •Things I worked with as a Quality Analyst are: •Resolving various product issues by providing cost-effective and smart, workable solutions. •Training junior team members of quality standards and testing procedures. •Establishing objectives for quality assurance teams and monitored progress against goals. •Examined support teams requirements and verify programs functionality and performance against targets. •Analyze performance test results, making enhancement suggestions based on Drift level 1 support inefficiencies and faults.
Drift Marketing Software, full_time
Aug 2018 to Nov 2021
• Provided exceptional customer support by handling chats and addressing technical needs and troubleshooting. • Initiated in-depth investigations to identify issues and deliver timely solutions and feedback. • Monitored agent interactions as a quality analyst to ensure adherence to company standards. • Conducted one-on-one training sessions to enhance agents' product knowledge and chat handling skills.
Balsam Brands, full_time
Oct 2017 to Jan 2018
•Handles email and chat from existing and new customer •Track and provide shipping details to customers and help process warranty claim •Assist customer in troubleshooting and isolating their issue in the tree and lighting problems •Able to assist customers in processing returns, exchange, refund and possible warranty claim for the item that need to be fixed or changed •Works about 8 hours/day or 40hours/week with a minimal supervision •Being able to process requests using the necessary tools without having any issues •Consistently hitting the KPI's and metrics set by the company and receives positive customer service responses from happy and delighted customers.