Client Relations Multi-channel Support (Phone, Email, Chat)
Philippines
Detail-oriented Virtual Customer Service and Support Specialist experienced in providing remote assistance, managing customer communications, and supporting operational workflows. Proven ability to handle multiple tasks including email and chat support, documentation assistance, data entry, and customer issue resolution. Recognized for strong organizational skills, adaptability, and proactive problem-solving while maintaining professionalism and accuracy in fully remote settings.
Peak Support , full_time
Oct 2024 to Feb 2026
Served as a Subject Matter Expert by supporting team members with escalations, improving first-contact resolution and service accuracy. Developed and refined workflow documentation and best practices, contributing to improved team efficiency and knowledge retention. Maintained strong written and verbal communication standards, helping sustain high customer satisfaction and service quality performance.
Peak Support , full_time
Aug 2022 to Oct 2024
Managed 60–80+ daily inbound calls and email inquiries related to container status, shipment tracking, and booking concerns, consistently meeting service level targets. Resolved complex Bill of Lading (BOL) documentation issues by coordinating with terminals and internal operations teams, improving resolution turnaround time. Assisted trucking companies with eModal registration and access troubleshooting, reducing onboarding delays and improving customer compliance.
ALORICA, full_time
Jul 2020 to Jul 2022
Handled high-volume inbound customer support across phone, email, and chat channels while maintaining quality assurance and customer satisfaction standards. Resolved billing, product, and service-related concerns through effective problem-solving and active listening techniques. Maintained consistent compliance with call handling metrics including average handling time, service level adherence, and quality assurance benchmarks. Delivered accurate product and service information, reducing repeat contacts and increasing customer confidence. Demonstrated strong rapport-building skills that helped improve customer retention and overall service experience.