Remote Operations Specialist with Zendesk Specialization
Bulacan
I help businesses deliver fast, friendly, and effective customer support through live chat and email. With 1-3 years of experience handling customer inquiries, resolving issues, and maintaining high satisfaction scores, I know how to represent a brand's voice while keeping response times low and customers happy. What I bring to the table: -Prompt, professional responses across chat and email channels -Strong written communication — clear, warm, and typo-free -Experience troubleshooting customer issues and de-escalating frustrated clients -Comfortable multitasking across multiple conversations without dropping quality -Detail-oriented approach to tracking tickets, orders, and follow-ups I'm reliable, coachable, and genuinely enjoy helping people solve problems. Whether you need someone to manage your inbox, staff your live chat during peak hours, or handle overflow support, I'm ready to jump in and represent your business well. Let's talk about how I can support your customers and free up your time.
Telexpress Inc., full_time
Feb 2023 to Feb 2026
• Managed end-to-end customer incidents, service requests, and technical support inquiries while maintaining high-quality SLAs. • Provided tier-1 and tier-2 end-user support, troubleshooting software-related concerns and guiding clients through system functionalities. • Conducted system onboarding and user training sessions to ensure successful digital adoption and technical proficiency. • Logged and documented software issues, resolutions, and service interactions meticulously to ensure reliable data tracking. • Applied problem-solving and root-cause analysis techniques to minimize recurring issues and improve customer experience. • Contributed to customer retention by delivering proactive support and maintaining strong client relationships. • Assisted clients in optimizing business processes through effective use of digital platforms and online tools.
Free lance, freelance
Feb 2019 to Feb 2023
• Reviewed and monitored digital content to ensure compliance with established policies, security procedures, and quality standards. • Investigated escalated technical and policy issues, utilizing data analysis to make high-impact compliance decisions under tight deadlines. • Maintained extensive digital logs and case documentation while managing high volumes of data ticketing in a fast-paced environment. • Identified, categorized, and tracked critical platform violations, escalating complex bugs and issues to engineering teams. • Followed strict operational procedures and service-level requirements to ensure timely processing of assigned tasks. • Collaborated with cross-functional teams to support issue resolution and process improvements. • Demonstrated strong attention to detail, risk assessment, and compliance monitoring in daily operations.
Sterling Global Call Center, full_time
Sep 2018 to Oct 2019
• Provided first-level (Tier 1) technical support to global users via phone, email, and live chat channels. • Diagnosed and resolved software bugs, network connectivity issues, account access constraints, and hardware/system errors. • Logged, tracked, and managed the lifecycle of incidents and service requests using dedicated enterprise ticketing systems. • Documented step-by-step troubleshooting measures and escalated complex tier-2 issues to specialized internal teams. • Escalated complex technical issues to higher support tiers while ensuring proper follow-up and communication with users. • Maintained compliance with support procedures, operational guidelines, and service quality standards. • Delivered excellent customer service by effectively communicating technical solutions to non-technical users. • Contributed to continuous service improvement by identifying recurring issues and providing feedback for process enhancements.