Customer Support Specialist | E-Commerce
Bulacan
A Customer Support Specialist with 8+ years across e-commerce, telecom, and financial services. I handle orders, refunds, escalations, and billing disputes daily using tools like Zendesk, and I joined one team as a founding member, helping build workflows from scratch and later mentoring new hires. I'm reliable, detail-oriented, and genuinely enjoy turning frustration into satisfaction. Outside work, I'm building my own digital products brand and always learning new tools — once a student, always a student.
Essor (formerly Heyday), full_time
Apr 2021 to Nov 2025
● Managed email and live chat for multiple DTC e-commerce brands, handling orders, refunds, replacements, subscriptions, and escalations. ● Pioneer Wave 1 team member; helped onboard and mentor new hires. ● Used Zendesk (CRM), Sprout Social (social replies), and Tableau (inventory/reporting) to deliver high-CSAT s
TDCX, full_time
Sep 2020 to Apr 2021
● Delivered back-office email support for Facebook Ads clients, resolving ad account issues, policy violations, and lead generation concerns. ● Assisted small businesses with targeting, page management, ad boosting, and platform policy compliance.
Upwork Dropshipping Support Freelance, full_time
Jul 2020 to Mar 2021
● Handled customer order concerns via Gmail and coordinated with logistics providers and manufacturers via Skype. ● Conducted product research using TikTok analytics tools for trending items; sourced wholesale pricing on Alibaba and listed prospect products. ● Managed and updated the client's Shopify store, editing themes and maintaining product listings.
Concentrix, full_time
Jan 2020 to Sep 2020
● Supported Google Pay customers via chat, email, and voice, handling billing disputes, charge explanations, and unauthorized transaction escalations.
Sitel (Foundever), full_time
Apr 2018 to Sep 2020
● Provided multi-channel support for telecom and delivery/retail accounts, handling plans, tech support, orders, refunds, and delivery disputes. ● Promoted to Subject Matter Expert (SME); provided real-time floor support and QA guidance to fellow agents.