Gretchen Villamor-Caquilgan

# Customer Support Representative

Location PhilippinesDesired Salary 8 -  USD/hourlyWork preference Full TimeLinks Status   Actively looking Field / Industry Customer Success

* SharePreferences:Relocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet

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[Overview](#overview)

## About Me

I’m a detail-oriented and resilient Customer Support Representative with over 6 years of experience helping customers feel heard and supported, even in fast-paced, high-volume environments. I take pride in solving complex issues by communicating clearly, professionally, and always with empathy. Also, working remotely has strengthened my ability to manage tasks independently and maintain high attention to detail. I bring value to any moderation team committed to protecting users and platform reputation.

## Skills

### [Customer Service](https://jobicy.com/talent/customer-service.md)[Time Management](https://jobicy.com/talent/time-management.md)[Microsoft Office](https://jobicy.com/talent/microsoft-office.md)[Data Entry](https://jobicy.com/talent/data-entry.md)[Slack](https://jobicy.com/talent/slack.md)[Google Workspace](https://jobicy.com/talent/google-workspace.md)[Zendesk](https://jobicy.com/talent/zendesk.md)

## Education

West Visayas State University  2012 - 2016  Bachelor of Science in Information Technology

## Experience

Customer Service Chat Support @ Upwork  October 2023 - March 2025 Identity Verification Agent responsible for verifying and validating the identity of platform users.

Handled at least 120 tickets per day, assisting users through email and live chat in completing identity verification steps, explaining requirements and resolving issues related to document submission, facial recognition, or account verification.
Reviewed IDs, selfies, and user’s profile to detect fraudulent patterns and ensure authenticity.
Enforced terms of service and community guidelines by issuing warnings, suspensions, or bans.
Maintained strict confidentiality of sensitive user data in line with data protection laws.
Maintained high accuracy and high quality in data entry and documentation.
Achieved and exceed performance metrics such as response time, verification turnaround time, quality audits, and customer satisfaction score.
Suggested improvements to internal documentation, workflows based on recurring customer issues or inefficiencies in the process.

Customer Service Representative - Data @ Cognizant  August 2018 - October 2023 Trust and Safety Hybrid Agent - highly trained for Safety, Identity and Access Pillar responsible for maintaining safe, respectful and trustworthy environment on a social media platform.

Reviewed and evaluated reported user’s generated content (text, images, or video) to ensure compliance with platform guidelines and community standards.
Identified and removed content that violated platform policies and applied moderation rules consistently, and enforced platform guidelines by issuing warnings, suspensions, or bans.
Investigating reports from users regarding harmful or suspicious activity.
Demonstrated emotional resilience and professionalism while handling sensitive content.
Consistently achieved strong KPIs such as ticket resolution time, quality assurance scores and moderation accuracy.
Contributed to improving internal workflows by providing feedback on tools and processes.

ICT Teacher @ St. Catherine Parochial School  June 2016 - February 2017 Handled all ICT subject from Grade 7 - Grade 10 composed of 2 sections per grade.