I am a customer support professional with eight years of experience in chat, email, and high-volume ticket-based support environments. I provide clear, accurate written assistance and guide customers through complex processes in a calm and professional manner.
I specialize in issue resolution, account and order investigation, escalation management, and customer communication. I focus on explaining policies, agreements, and next steps in plain language while ensuring customers feel informed and supported.
I have also led large-scale support operations, building and scaling teams, onboarding agents, coaching for quality, and maintaining strong customer satisfaction and attendance results. My leadership experience includes retail, healthcare, financial services, and e-commerce support programs.
I am experienced with Freshdesk, Brevo, Microsoft Office, and web-based support platforms. I learn new systems quickly, document cases thoroughly, and collaborate effectively with internal teams to resolve complex customer concerns.
I work independently in remote environments and bring strong attention to detail, a positive approach to de-escalation, and a commitment to high-quality service. I have consistently contributed to customer satisfaction results above 90% and was recognized as Employee of the Year in 2024.
I respond to a high volume of client inquiries through chat and email, providing timely and accurate support throughout the debt-resolution program.
I guide clients through enrollment agreements, settlement offers, and program milestones in clear language. I resolve account concerns such as deposit schedule changes, document case details, and route complex issues to the appropriate internal teams.
I manage high-volume customer support tickets in Freshdesk and resolve order-related questions and issues from initial inquiry through completion.
I coordinate with production teams to address discrepancies and support accurate, on-time delivery. I also create and send customer email campaigns through Brevo and follow up with clients to encourage repeat orders.
I built and scaled a customer support team from 3 to 30 agents serving 21 clients in under one year. The team achieved over 90% year-to-date CSAT and more than 96% attendance.
I trained and onboarded agents on product knowledge, support tools, and service best practices. I also scaled support for a major Philippine online shopping platform from 70 to 200 agents in four months and grew a healthcare account from 5 to 50 agents across three lines of business.
I led a 120-person retail customer support program and consistently met customer satisfaction, quality, and attendance targets.
I managed operational performance while running team engagement initiatives that supported a positive, collaborative, and customer-focused service culture.
I coached and supervised 15 to 20 customer support agents, helping them meet quality, productivity, and customer satisfaction targets.
I handled escalated customer concerns and resolved issues while maintaining established quality standards and client expectations.
Bachelor of Science, Accountancy
Bachelor of Science in Accountancy.
This professional hasn’t added portfolio projects yet.
This professional hasn’t listed any services yet.
