Customer Support Specialist | E-com D2C | Zendesk Shopify Expert
Batangas
Hi there! I’m Dennis Joel Briones, a Senior Customer Support Specialist with over 10 years of experience helping D2C, e-commerce, and specialized service brands build customer loyalty, streamline operations, and scale their support systems. Over the last decade, I’ve managed high-volume, multi-channel support operations across email, chat, phone, and ticketing systems. My technical proficiency covers industry-standard platforms including Zendesk, Shopify, Gorgias, Help Scout, Intercom, GoHighLevel, Jobber, and Salesforce, alongside workflow tools like Kipu EMR, FileMaker, and Rezdy. What Sets Me Apart - Data-Driven & Resolution-Focused: Beyond just answering tickets, I specialize in root-cause troubleshooting—whether managing complex warranty claims, high-value customer disputes, or freight/logistics tracking delays. - Empathetic De-escalation: I excel at turning frustrated or high-risk customers into long-term brand advocates through clear, transparent, and retention-focused communication. - Process & Macro Optimization: Having built and configured customer workflows, ticket routing logic, auto-replies, and macro libraries, I help teams lower resolution times and consistently hit tight SLA targets (sub-15-minute first replies). - Versatile Expertise: My background spans D2C e-commerce, healthcare billing, remote tour administrative support, and SaaS operations—allowing me to adapt quickly to new industries, SOPs, and toolstacks. Whether you need a reliable remote specialist to take full ownership of your daily customer queues, manage complex order resolutions, or streamline your support operations as your brand grows, I bring a steady, professional, and results-driven presence to your team. I look forward to discussing how I can help elevate your customer experience!
IntegrityNet Solutions & Services, full_time
Apr 2014 to Nov 2018
- Responsible for managing customers by communicating with them through email, chat, or phone. - In charge of handling customer’s technical inquiries and keep record of transactions.
JPMorgan Chase & Co, full_time
Jan 2012 to Jul 2013
- Provided outstanding customer experience and resolution through expert analysis and investigation of card members' accounts and/or concerns. - Received calls regarding card member charges, fees, and other credit/debit card concerns.
SPi Global CRM, full_time
Jan 2011 to Oct 2011
- Assisted customers on payments and billing disputes as well as technical issues over the phone.
Teletech, full_time
Jan 2007 to May 2010
- Oversaw a team of inbound phone call customer service representatives, including team captains/assistant Team Leads. - Responsible for coaching, monitoring, training, motivating, and developing assigned front-line representatives to ensure and achieve desired metrics. - Developed action plans for the improvement of the handled line of business (LOB). - Responsible for launching and completing relevant programs simultaneously when required.
Advanced Contact Solutions, full_time
Jan 2006 to Oct 2006
Provided billing and technical assistance to customers of Dish Company based in the US over the phone.