Customer Service Operations | Escalations | Team Leadership
Rizal
Hi! I’m Mace, a customer service and operations professional with strong experience in client support, escalations, and team leadership. I’m reliable, adaptable, organized, and easy to work with.
Transparent BPO, full_time
Sep 2023 to Nov 2025
• Managed Tier 3 and high-priority escalations for long-distance moving customers, serving as a final escalation point for complex concerns. • Resolved billing disputes, order modifications, rescheduling requests, cancellations, and service-related complaints while balancing customer needs with company policies. • Coordinated with internal teams to investigate issues, identify root causes, and deliver timely, customer-focused resolutions. • Supported process improvements designed to reduce repeat escalations, improve service efficiency, and strengthen the overall customer experience