Customer Support Specialist | Email Chat Support
Metro Manila
Dedicated Chat & Email Support Specialist | Clear, Empathetic Customer Care Delivering prompt, articulate, and thoughtful written support is what I do best. With a strong background in Communication, Journalism, and frontline customer service for global accounts, I provide high-touch chat and email support that prioritizes clarity, speed, and customer satisfaction. What I bring to your team: Engaging Written Support: High empathy, natural conversational pacing, and impeccable grammar to make every customer feel heard and valued. Analytical Problem-Solving: Experience in content evaluation and quality assessment means I catch details others miss, follow escalation paths accurately, and keep ticketing backlogs moving efficiently. Reliability & Autonomy: Self-motivated, dependable, and fully equipped for remote work, ensuring seamless communication across distributed teams and time zones. I am ready to dive into your processes, master your product knowledge, and deliver top-tier support that protects your brand’s reputation. Feel free to reach out—I look forward to working together!
24/7.ai Philippines, full_time
Jun 2020 to Present
* Handled high-volume customer inquiries via live chat and email support for international accounts, maintaining consistently high customer satisfaction (CSAT) and first-contact resolution (FCR) rates. *Troubleshot account access, billing concerns, and general service requests by navigating internal knowledge bases and CRM tools under strict response time targets. *Communicated complex troubleshooting steps into clear, concise, and easy-to-follow written instructions tailored to diverse customer demographics. *Maintained precise ticket documentation, categorization, and escalation notes to ensure seamless cross-shift handoffs and workflow efficiency. *Consistently adhered to key performance indicators (KPIs), including average handle time (AHT), quality assurance (QA) scores, and concurrency requirements during peak chat volumes.
United Nations High Commissioner for Refugees (UNHCR), contract
Jan 2020 to Feb 2020
*Managed multi-channel digital interactions and public inquiries across social platforms, responding promptly with professionalism, discretion, and brand-aligned messaging. *Analyzed donor and audience feedback trends to compile structured weekly performance and engagement reports for internal stakeholders. *Coordinated closely with cross-functional teams to escalate sensitive communication issues and resolve public concerns in accordance with organizational guidelines.
Transnational Education Solutions Team, Inc., full_time
Dec 2016 to Dec 2019
*Evaluated search engine query relevance, web content accuracy, and language precision against rigorous, multi-tiered guidelines and standard operating procedures (SOPs). *Audited and edited written documentation for grammatical correctness, clarity, tone, and logical flow to ensure international communication standards were met. *Demonstrated exceptional attention to detail and sustained high accuracy ratings while reviewing hundreds of data points and queries daily under tight production deadlines.