Learning Front-end Web development
Almir Joseph Lucena
Customer Support Specialist
CSJDM
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.
Overview
3
3
years of professional experience
3
3
years of post-secondary education
Work History
Customer Support Specialist
TaskUs
Pasig City
05.2020 - 08.2021
- Entry Level Customer Service Support for various clients under TaskUs such as a grocery delivery service, food ordering/delivering app, and a Shopify options-customizer app.
- Maintained and managed customer files and databases.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Served customer account and technical needs across 30+ daily chats, consistently meeting productivity and quality targets.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Managed Customer concerns, documented and tracked via SaaS/CRM platforms like Zendesk, Helpscout, and SFDC
English Language Ability Evaluator L1 and L2
CCK City Network Inc.
Pasig City
11.2018 - 02.2020
- Professionally scored audio responses from a standardized Japanese English Proficiency Speaking exam using scoring rubrics provided by the client.
- Also scored audits of Level 1 Scorers to further verify and validate examinees' English Proficiency.
- Used average Data Spreadsheet skills to enter, change, locate, isolate and delete particular examinee scores in a wide array of data.
- Provided feedback that will improve clarity, grammar, and usage.
- Used coordination and planning skills to achieve tests-scored quota according to schedule.
Education
High School Diploma -
Pitogo High School
Makati City, Philippines 06.2016 - 04.2019
Skills
CRM
SalesForce
Products and Services support
Technical Support
Creative problem solving
Complaint resolution
Customer response
HTML
CSS
Interests
Home-cooking
Watching professional and competitive gaming
Cryptocurrency concepts and investing
Timeline
Customer Support Specialist
TaskUs
05.2020 - 08.2021
English Language Ability Evaluator L1 and L2
CCK City Network Inc.
11.2018 - 02.2020
High School Diploma -
Pitogo High School
06.2016 - 04.2019