Customer Service Manager, Customer Support Virtual Assistant, E-commerce Support Specialist,

Verified

$8/hr

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Outline

Looking for Full-Time work (8 hours/day) at $8/hour

Bachelor's Degree

English proficiency Fluent

Professional Summary

I am a results-driven customer service and operations professional with over 10 years of experience in the BPO industry, specializing in customer experience management, team leadership, sales support, technical assistance, and operational coordination.

My core strengths include effective communication, problem-solving, conflict resolution, escalation management, performance monitoring, and process improvement. I have extensive experience handling multiple communication channels, managing customer relationships, coordinating cross-functional teams, developing SOPs, and ensuring efficient day-to-day operations.

With a background in human resources, team leadership, and virtual assistance, I bring a well-rounded understanding of both people management and business operations. I am highly adaptable, proactive, detail-oriented, and capable of working independently while maintaining accountability and delivering results.

Skills & Experience

Skills

Team Leadership 5-10 Years

Data entry >Marketing>Telemarketing >Outbound-Inbound calls> Documentation 5-10 Years

Customer 5-10 Years

Call 10+ Years

Customer Relationship Management (CRM) Multi-channel Support (Chat/Voice) 5-10 Years

• Customer Service Management 10+ Years

Coaching 5-10 Years

Office and Administration > Quality Assurance 5-10 Years

Software 5-10 Years

Process improvement 2-5 Years

Monitoring 5-10 Years

Customer Retention 5-10 Years

Coordination 5-10 Years

CRM Systems 5-10 Years

COMPLIANCE MANAGEMENT 5-10 Years

Experience highlights

Customer Service Manager

Topliftpros · June/2024 – Present

Directed customer service team resolving complex escalations. Managed order updates, scheduling, dispatch coordination. Trained representatives on call handling and documentation. Implemented process changes to reduce delays and boost efficiency.

CSR Agent / Cold Calling

ECXperience · July/2023 – Present

Resolved complex customer inquiries across phone, email, and live chat. Trained new team representatives on standards and software tools. Achieved high service level scores through first-contact resolution.

Team Leader

KZ Global Services · February/2021 – Present

Led operational workflows maintaining service quality and departmental consistency. Coordinated staff schedules and workload balancing. Monitored KPIs and corrected process gaps to improve team reliability.

Call Center Agent / Team Leader

Outsmart · November/2018 – Present

Resolved inbound customer inquiries using CRM tools and call routing systems. De-escalated difficult interactions while adhering to compliance policies. Accurately logged details for team follow-up.

Call Center Agent / Supervisor

Sutherland Pampanga · April/2010 – Present

Managed high-volume customer inquiries across multi-channel queues. Coached agents on call handling and customer service standards. Delivered retention-focused support exceeding performance targets.

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