I am a Customer Support Specialist and Virtual Assistant with 4 years of experience in e-commerce and telecom environments. I excel at managing high-volume customer interactions across email, live chat, and phone while maintaining high resolution quality. I have extensive experience in billing dispute escalations, order management, and ticket-based workflows. I am quick to adapt to new tools and technologies, having recently self-taught Claude AI, ChatGPT, and Notion to deliver faster and smarter support.
Throughout my career, I have worked in various customer service roles, including positions at OP360 Philippines, Alorica Philippines, Upwork, and iQor. I have handled account inquiries, billing discrepancies, technical troubleshooting, and escalations with professionalism and accuracy. I am committed to maintaining high customer satisfaction by delivering timely and accurate responses.
I am proficient in using helpdesk tools such as Gorgias, Re-Amaze, and Zendesk, and I am skilled in managing order returns, refunds, and billing disputes within e-commerce platforms. Additionally, I have experience with design tools like Canva and social media management, which complement my customer support skills.
My soft skills include strong communication, problem solving, attention to detail, adaptability, and conflict resolution. I am passionate about providing excellent customer service and continuously improving my skills to meet client needs effectively.
I am seeking opportunities where I can leverage my expertise in customer support and virtual assistance to contribute to business success and enhance customer experiences.
Handled account inquiries on billing discrepancies and facility issues through a ticketing system in partnership with field management teams. Resolved complex billing disputes and escalated account issues as part of the dedicated Escalations Team. Maintained high customer satisfaction by delivering timely, accurate responses across all assigned accounts.
Managed high-volume inbound calls focused on account inquiries and billing dispute resolution for telecom accounts. Handled technical troubleshooting for routers and phones, diagnosing and resolving connection issues efficiently. Maintained accuracy and professionalism during peak call volumes while meeting quality and compliance standards.
Provided multichannel customer support via email, live chat, and phone for e-commerce clients. Managed high-volume ticket queues using Gorgias and Re-Amaze, ensuring timely and accurate resolution. Consistently delivered friendly, professional service that maintained client brand reputation.
Managed high call volumes during the holiday rush, assisting customers with order updates and issue resolution. Increased sales through honest, personalized product recommendations tailored to customer needs.
Bachelor of Science in Architecture
Undergraduate
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