Aldee A. Sanchez
Legazpi City
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
VA Customer Support
No Nasties Kids Australia
10.2023 - 12.2024
- Handled incoming emails
- Returns and refunds management
- Newsletter creation and scheduling
- Graphics Design in Canva and Photoshop
- Website updates with the latest images and banners
- Discount code management and referrals
Dropshipping Customer Service
Ziella.co
11.2021 - 11.2023
- Handled incoming emails on Freshdesk
- Returns, replacements, and refunds management on Shopify
- Dispute management in Paypal
- Direct contact for distributors
Ecommerce Customer Support Representative
Snappy Canvas LLC
Tampa
08.2019 - 09.2021
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Processed refunds and credits when appropriate.
- Answered support calls to learn about and address customer needs, complaints or other issues with products or services.
- Identified opportunities to improve customer experience and suggested changes accordingly.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Resolved customer inquiries in a timely manner.
2nd Level IT Service Desk
Insight IT
Woolloomooloo
11.2016 - 10.2019
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Installed upgrades to ensure that all systems were running the latest version of software and hardware.
- Served as thefirst point of contact for incoming technical service calls and emails.
- Assessed service desk requests against predefined criteria in order prioritize them according to urgency.
2nd Level IT Service Desk
FooForce IT solutions
Sydney
11.2014 - 11.2016
- Provided 2nd Level IT support by managing calls and processing emails, ensuring efficient resolution of user issues.
- Resolved complex technical problems by researching available solutions online or through vendor support channels.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Participated in after-hours on-call rotation for critical support needs.
- Provided technical assistance to users with hardware and software related issues.
Virtual Assistant
Sara Keppler Company
03.2012 - 11.2014
- Managed daily email correspondence, ensuring timely responses and organized inbox.
- Conducted online research for projects, compiling relevant data and summarizing findings.
- Performed data entry tasks, ensuring high levels of accuracy and efficiency.
- Provided basic technical support, troubleshooting common issues with software and hardware.
- Prepared and edited documents, including reports, presentations, and spreadsheets.
- Monitored social media accounts for comments or messages requiring attention.
- Handled incoming calls and directed callers to appropriate department or employee.
Customer Support Representative
Concentrix
Eastwood City Libis
03.2009 - 02.2012
- Handle incoming calls with regards to technical concerns
- Answers billing inquiries and programming packages of DISH network
Online English Teacher
Edunara Inc. / Wephone English
Pasig City
05.2007 - 03.2009
- Handle on line English class for Korean students
- Gives evaluation reports about students
- Check grammars and pronunciation errors too
- Make special activities for students and exercises
- Handles most of Business English classes
- Reason for Leaving: The Company was closed down
CSR/ Customer Service Representative
Global Stride Corp.
Eastwood City Libis
09.2006 - 04.2007
- Handle incoming calls and customer orders
- Upsell 2 or 3 items based from the original order
- Sell out cigar clubs and coffee clubs to customers
- Reason for Leaving: The salary was too low
Education
Bachelor of Science - Computer Science
Columban College Inc.
Olongapo City, Philippines04.2004
Skills
- Customer relationship management (CRM)
- Complaint resolution
- Image editing
- Brand image management
- Remote support experience
- Customer service excellence
- Ticket management
- Product knowledge
References
- Ms. Lorna Adivino, School Registrar, Computer Communication Development, 09296152282
- Natalia Michael, Owner, No Nasties Kids Australia, +61 7 5324 1038
Personal Information
- Age: 37
- Place of Birth: Meycuayan, Bulacan
- Date of Birth: 01/05/84
- Gender: Male
- Nationality: Filipino
Accomplishments
- Top Inbound Sales Agent for Thompson Cigars.
Languages
English
Advanced (C1)
C1
Timeline
VA Customer Support
No Nasties Kids Australia
10.2023 - 12.2024
Dropshipping Customer Service
Ziella.co
11.2021 - 11.2023
Ecommerce Customer Support Representative
Snappy Canvas LLC
08.2019 - 09.2021
2nd Level IT Service Desk
Insight IT
11.2016 - 10.2019
2nd Level IT Service Desk
FooForce IT solutions
11.2014 - 11.2016
Virtual Assistant
Sara Keppler Company
03.2012 - 11.2014
Customer Support Representative
Concentrix
03.2009 - 02.2012
Online English Teacher
Edunara Inc. / Wephone English
05.2007 - 03.2009
CSR/ Customer Service Representative
Global Stride Corp.
09.2006 - 04.2007
Bachelor of Science - Computer Science
Columban College Inc.
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