Customer Experience Officer | Community Manager | E-commerce Support
Davao del Sur
Hi there! I’m Joe, a results-driven Customer Service and Social Media Community Management Specialist with over 8 years of experience helping fast-growing e-commerce brands deliver exceptional customer experiences. I specialize in customer support, community engagement, and virtual assistance, with hands-on expertise in platforms like Shopify, Zendesk, Gorgias, and CRM systems. I’ve worked with international brands such as iGel Beauty, In Good Taste, and Apollo Scooters, where I handled high-volume customer inquiries, optimized support workflows, and improved response efficiency. My approach focuses on turning customer concerns into positive experiences, increasing retention, and strengthening brand loyalty. Beyond support, I bring strong operational skills such as managing inboxes, tracking workflows, organizing data, and ensuring no task or client request falls through the cracks. I’m highly detail-oriented, proactive, and known for maintaining a consistent, professional brand voice across all communication channels. If you’re looking for a reliable, organized, and customer-focused professional who can support your business growth and enhance your customer experience, I’m here to help.
Tooth Avenue Dental Clinic, freelance
Dec 2024 to Sep 2025
-Create, curate, and manage engaging content (posts, reels,stories) that highlight dental care tips, patient testimonials, and clinic updates. -Monitor and respond to inquiries, messages, and commentsto ensure excellent patient engagement and online customerservice. -Track, analyze, and reportsocial media performance to identify opportunities for growth and improvement.
Svelte Media Inc., full_time
Feb 2024 to Mar 2026
-Monitored and responded to messages, comments, and posts daily across various social media platforms, ensuring adherence to client guidelines and policies. -Implemented a proactive engagement strategy that increased community interaction within the first month of implementation. -Analyzed user data and feedback to identify trends and insights, optimizing content strategy, and leading to an increase in overall engagement.
LTV Plus LLC, part_time
Oct 2023 to Sep 2024
-Provided customer support for subscription, billing, login access, and technical streaming concerns, ensuring timely and accurate resolution of user issues. -Managed customer interactions, tracked cases, and resolved tickets using Zendesk CRM while maintaining proper documentation and escalation when needed. -Assisted customers with troubleshooting playback errors, device compatibility, and account-related concerns while maintaining high customer satisfaction and service quality. -Handled email-based customer support inquiries related to orders, shipping status, product information, refunds, and order modifications using Zendesk. -Coordinated shipping, tracked deliveries, and resolved logistics concerns using ShipStation to ensure timely and accurate order fulfillment. -Maintained accurate case records, ensured prompt responses, and collaborated with internal teams to resolve customer issues efficiently and improve overall customer experience.
FoodMe Global – Dine Palace, contract
Jul 2023 to Jan 2024
-Managed end-to-end onboarding of restaurant partners from Closed-Won status to successful deployment of marketing materials and platform launch. -Coordinated with clients and internal teams to collect branding assets, menus, and promotional content while ensuring timely project completion. -Served as the primary point of contact for restaurant partners, providing onboarding support, status updates, and issue resolution. -Maintained accurate CRM records, monitored onboarding progress, and ensured a seamless client experience to support retention and growth.
Apollo Scooters, full_time
Nov 2021 to Jul 2022
-Provided chat and email support for customers regarding product inquiries, order status, warranties, and general information about electric scooters, ensuring timely and accurate responses. -Assisted customers with troubleshooting electric scooters, including setup guidance, performance concerns, and basic technical diagnostics to help resolve issues efficiently. -Managed customer conversations, tracked cases, and ensured proper documentation using Zendesk, and supported the transition to Gorgias CRM to improve workflow and support efficiency. -Monitored shipments, provided tracking updates, and resolved delivery concerns using UPS and USPS to ensure smooth logistics coordination and customer satisfaction.