Zendesk, Gorgias, Google Docs and Google Sheets, Slacks, Discord, Shopify,
Customer Support Specialist
Casa & Beyond
03.2023 - 04.2026
Al Deloria
Customer Experienced Support
Davao City,DAS
Timeline
Subject Matter Expert
Alorica Teleservices
10.2021 - 03.2023
Retention Specialist
Ibex Global Solutions
01.2016 - 06.2020
Appointment Setter
Aziabox Solution
06.2013 - 11.2015
Bachelor of Science - Administration Major in Financial Management
Jose Maria College
06.2010 - 04.2011
Work Preference
Work Type
Full TimePart TimeLocation Preference
RemoteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursWork History
Customer Support Specialist
Casa & Beyond
Davao City, DAS
03.2023 - 04.2026
- Supported a high volume of customers daily while maintaining a positive and solution focused approach, contributing to improved customer satisfaction scores by up to 15 percent.
- Monitored system performance to detect and address potential issues early, reducing downtime and improving overall system stability.
- Assisted in the development and implementation of system security protocols, strengthening data protection and reducing security risks.
- Installed software updates and security patches to eliminate vulnerabilities, improving system reliability and ensuring data integrity.
Subject Matter Expert
Alorica Teleservices
Davao City, DAS
10.2021 - 03.2023
- Observed packing operations to verify conformance to specifications.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Installed, configured, and monitored new system features based on user needs.
- Gathered, organized and input information into digital database.
Retention Specialist
Ibex Global Solutions
Davao City, DAS
01.2016 - 06.2020
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Implemented and developed customer service training processes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Appointment Setter
Aziabox Solution
Davao City, DAS
06.2013 - 11.2015
- Set appointments with salespeople and potential customers.
- Addressed client inquiries and updated database information.
- Answered phone calls and answered questions from potential customers.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
Overview
13
13
years of professional experience
1
1
year of post-secondary education
Education
Bachelor of Science - Administration Major in Financial Management
Jose Maria College
Davao City 06.2010 - 04.2011
Skills
- Customer service excellence
- Service ticket management
- Active listening
- Help desk support
- Quality assurance
- Appointment scheduling
- Technical troubleshooting
- Issue troubleshooting
- Analytical thinking
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Diligent Customer service representative skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Software
Microsoft Word, Microsoft Excel, and Microsoft PowerPoint