Experience highlights
Customer Service Representative/ Senior Associate
Coterie Inc.
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October/2022
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Present
Delivered personalized customer support via email and chat, ensuring a seamless experience. Assisted with billing, payments, and subscriptions while providing clear solutions. Prepared weekly reports to track concerns and identify trends. Resolved escalations promptly and collaborated with the team to enhance processes and response efficiency.
Customer Support Specialist
Woodwelt (US, UK Shopify Stores)
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September/2020
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Present
Provided customer support via email, chat, and phone, ensuring timely and effective resolution of inquiries.
Processed orders, refunds, and replacements while managing fulfillment issues and payment disputes.
Delivered administrative support to maintain efficient operations.
General Virtual Assistant | Escalation Supervisor
FitTrack (US, UK, GE Shopify Stores)
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September/2018
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Present
* Oversaw escalations and dispute resolutions to ensure timely and effective issue management.
* Trained and mentored new agents to promote a customer-centric culture.
* Conducted quality audits to maintain compliance with service standards.
* Managed Shopify and PayPal disputes, ensuring efficient case resolution.
* Moderated social media channels to protect and enhance brand reputation.
Customer Service Specialist
Convergys/Concentrix Baguio
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January/2017
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Present
Provided expert support in resolving billing inquiries, technical issues, and order disputes, while managing eBay UK escalations to ensure equitable and efficient resolutions.
Customer Service Representative
Sitel Corp.
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November/2015
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Present
Assisted customers with sales inquiries, purchases, and airline reservations, providing expert guidance to ensure a smooth and seamless booking experience.
