Customer Service Specialist | Phone • Chat • Email
Cebu
I am a customer service professional with over 10 years of experience supporting customers across banking, telecommunications, technology, and e-commerce industries. Throughout my career, I have helped customers resolve billing concerns, fraud disputes, technical issues, account inquiries, product support requests, and order management through phone, chat, and email. My experience includes working with global organizations including Asurion, JPMorgan Chase, Accenture, and Stream Global Services, where I consistently delivered excellent customer experiences while maintaining quality, compliance, and service-level expectations. I thrive in fast-paced environments that require strong communication, critical thinking, multitasking, and attention to detail. I'm experienced using CRM systems, documenting customer interactions, troubleshooting technical issues, and collaborating across teams to achieve customer satisfaction. Core Expertise • Customer Service • Technical Support • Phone, Chat & Email Support • Fraud & Dispute Resolution • Account Management • Salesforce CRM • Customer Retention • Troubleshooting • Order Management • Documentation & Reporting • Microsoft Office & Google Workspace I am currently seeking opportunities where I can contribute my customer service expertise while continuing to grow professionally in customer support, customer success, or technical support roles.
Asurion, full_time
Jan 2026 to Jul 2026
• Delivered technical support for smartphone and mobile device issues through inbound phone support. • Diagnosed hardware, software, and connectivity concerns using troubleshooting tools and knowledge bases. • Guided customers through step-by-step solutions while maintaining excellent customer satisfaction. • Recommended relevant products and services based on customer needs. • Documented customer interactions and resolutions accurately within internal systems.
JP Morgan & Chase, full_time
Apr 2023 to Mar 2025
• Assisted customers via phone support with unauthorized transactions and account security concerns. • Processed fraud claims and dispute requests for debit cards and bank accounts. • Provided accurate claim updates while consistently meeting service-level agreements (SLAs). • Investigated customer concerns and escalated complex cases following company procedures. • Maintained detailed documentation and collaborated with internal departments to resolve customer issues efficiently.
Accenture, full_time
Mar 2022 to Nov 2022
• Provided customer support via live chat and email for the world's largest search engine's online store, assisting with order management, order status, delivery issues, product inquiries, returns, refunds, and exchanges. • Resolved customer concerns by delivering timely and accurate solutions while maintaining detailed case documentation, managing support tickets, escalating complex issues when necessary, and ensuring end-to-end case ownership through consistent follow-up until resolution.
Accenture, full_time
Oct 2015 to Apr 2021
• Delivered high-quality support via inbound calls, resolving account inquiries, billing concerns, and technical issues related to mobile services, devices, and transactions. • Assisted customers by building strong relationships through effective service to improve retention, reduce churn, and enhance customer loyalty. • Conducted audits and prepared reports for management, driving remediation efforts by coaching staff to correct gaps and prevent future compliance issues. • Partnered with leadership to equip teams with the necessary knowledge of regulatory requirements, ensuring work is performed in a compliant and ethical manner. • Partnered cross-functionally with support and product teams to efficiently resolve customer issues and requests. • Supported frontline agents by addressing complex inquiries and managing escalations through chatbased systems.
Stream Global Services, full_time
Jul 2014 to Apr 2015
• Provided inbound phone support for a leading online payroll and tax platform, assisting customers with payroll processing, tax filing support, account management, troubleshooting platform-related issues, and resolving customer inquiries while maintaining accurate documentation and meeting service-level expectations.