E-commerce Customer Support VA | Salesforce CRM | US AU Experience
Cavite
I help e-commerce brands and online businesses manage customer support, order coordination, and CRM documentation. 9+ years supporting U.S. and Australian customers, Salesforce CRM experienced, 90%+ CSAT track record. Services I offer: • Customer inquiry resolution via email, live chat, and phone • Order tracking, returns, and refund coordination • Vendor and third-party service coordination • CRM documentation and case management (Salesforce) • Appointment scheduling and follow-ups • Data entry and records management Tools I use: Salesforce CRM, Google Workspace, Microsoft Office. I pick up new helpdesk and e-commerce platforms quickly, including Shopify, Zendesk, and Gorgias. At Asurion, I supported Home Depot Protection Plan customers, handling 20-30 tickets daily and coordinating technician appointments with third-party vendors, while consistently maintaining 90%+ Quality and CSAT scores. Before that, I spent 4 years supporting Australian customers at Concentrix, resolving billing, account, and technical inquiries. I am available for full-time remote work and comfortable covering both US and AU business hours. Send me a message and let's discuss how I can help your business deliver better customer support.
Asurion, full_time
Apr 2021 to Present
• Resolved 20 to 30 daily customer inquiries involving product protection plans, warranty claims, billing concerns, and technical support across phone, email, and chat while maintaining 90%+ Quality and CSAT scores. • Triaged 20 to 30 customer cases daily involving warranty claims, billing concerns, and technical issues while meeting SLA requirements and ensuring timely resolution. • Coordinated technician appointments with third-party service providers, maintaining scheduling accuracy and keeping customers informed throughout the service process. • Documented 20 to 30 customer interactions and case resolutions daily in Salesforce CRM, maintaining complete records that supported efficient case management. • Collaborated with cross-functional teams and third-party vendors to resolve escalated customer concerns and improve the overall customer experience. • Guided customers through troubleshooting steps and warranty processes using clear, empathetic communication while maintaining high customer satisfaction.
Concentrix Convergys Philippines Inc., full_time
Apr 2017 to Mar 2021
• Resolved customer billing, account, and technical inquiries through phone and email support while consistently meeting quality and productivity targets. • Updated customer records and service requests in Salesforce CRM, maintaining accurate documentation and complete case histories. • Processed account updates, service requests, and customer follow-ups while meeting established response time goals. • Collaborated with internal support teams to resolve escalated customer concerns and deliver timely issue resolution.
TeleTech Philippines Inc., full_time
Nov 2016 to Mar 2017
• Processed customer orders, account inquiries, and service requests while maintaining accurate documentation and service records. • Processed customer information and account updates with a strong focus on documentation accuracy. • Delivered customer support across high-volume service queues while consistently meeting performance expectations.
SunPower Philippines Manufacturing Ltd, full_time
Mar 2013 to Oct 2016
At SunPower Philippines Manufacturing Ltd., a leader in solar technology solutions, I successfully managed the production line operations as a Production Operator, ensuring adherence to quality and safety standards. I developed and implemented efficient production processes that led to a 15% increase in output while reducing material waste by 10%. I spearheaded the training of a team of 12 new operators on machinery and compliance protocols, which resulted in improved operational efficiency and a significant drop in error rates. Additionally, I orchestrated regular maintenance schedules for production equipment to minimize downtime, achieving an impressive 98% equipment availability rate. Notably, I played a key role in a cross-functional project aimed at optimizing workflow, which contributed to a 20% reduction in lead times and enhanced product delivery to clients. My proactive approach to problem-solving led to innovative methods that improved overall production performance, ultimately supporting SunPower’s mission to deliver high-quality renewable energy solutions.
C World KSG Corporation, full_time
Jul 2011 to Dec 2012
At C World KSG Corporation, a leading manufacturer in the consumer goods industry, I served as a Production Operator where I managed the daily operations of the production line to ensure optimal efficiency and product quality. I developed and implemented streamlined processes that reduced production downtime by 15%, allowing us to exceed our monthly output target by 10%. I spearheaded training initiatives for a team of 5 new hires, which enhanced their onboarding experience and improved team productivity by 20% within the first quarter. Additionally, I orchestrated quality control inspections that resulted in a 25% decrease in defective products, significantly lowering return rates and enhancing customer satisfaction. I actively collaborated with cross-functional teams to identify areas for continuous improvement, contributing to the successful rollout of a new inventory management system that cut material waste by 30%. Through these efforts, I ensured compliance with safety regulations and production standards, thereby fostering a positive workplace environment and contributing to the overall success of the organization.
Nidec Philippines Corporation, full_time
Apr 2010 to Sep 2010
At Nidec Philippines Corporation, a leading manufacturer in the electronics sector, I effectively managed production operations to ensure high-quality output and adherence to safety standards. I developed and implemented streamlined processes that enhanced production efficiency by 25%, resulting in annual cost savings of approximately $150,000. Spearheading quality control initiatives, I orchestrated regular inspections and testing of materials, ensuring that the products consistently met industry standards and customer specifications. I also collaborated with cross-functional teams to optimize workflow, which reduced lead times by 15%. My role included conducting training sessions for new operators, fostering a culture of continuous improvement and teamwork among a team of 20. A notable project involved leading the transition to a new production line, which increased our capacity by 30%, enabling the facility to meet rising market demand without compromising quality. Additionally, I proactively identified and resolved bottlenecks in the production flow, contributing to a 10% increase in overall productivity metrics. Through my initiatives, we improved on-time delivery rates to 98%, significantly enhancing customer satisfaction.