Arvic Salalima
Customer Support / Shift Lead / Supervisor
Imus,Cavite
Summary
Customer Support professional with experience across chat and email support, complaint resolution, and account record management, handling 41+ cases per day. Resolves product and service issues by gathering the right details, recommending practical solutions, and following through until cases close. Supports service improvement by escalating complex requests and sharing feedback that strengthens customer workflows.
Customer Support Supervisor overseeing 9–15 team members per shift, service quality, escalations, and team performance monitoring across chat and email support. Tracks customer issues, coordinates handovers, and helps teams stay aligned with service timelines and quality standards. Supports continuous improvement by reviewing 4–8 contact trend reports per month and strengthening support procedures.
Overview
17
17
years of professional experience
Work History
Customer Support
Gold Coin Group
09.2025 - Current
- Respond promptly and accurately to customer inquiries across various communication channels (Chat and Email).
- Identified and recommended solutions to customer concerns, guiding customers through each resolution step to ensure satisfaction.
- Handle customer complaints professionally by providing appropriate resolutions or alternatives within established service timelines, and conduct follow-ups to confirm successful outcomes.
- Collected and utilized relevant information to effectively address product and service inquiries, enhancing customer understanding.
- Escalated complex issues and unresolved requests to appropriate teams or stakeholders.
- Maintain comprehensive and accurate records of customer interactions, transactions, and account activities within company systems and databases.
- Contributed ideas and feedback to improve customer service procedures, supporting ongoing product and service enhancements.
- Work collaboratively with colleagues and cross-functional teams to ensure efficient task completion and high-quality customer support.
Core Team Member
VGW LuckyLand Inc
11.2020 - 09.2025
- Responded promptly and accurately to customer inquiries, ensuring clear communication and customer satisfaction
- Proactively searched for alternative solutions to customer issues and guided customers through the process
- Proactively look for alternative solutions to customer issues when appropriate and "hold customers" hands while in the process
- Obtained and evaluated relevant information to effectively handle product and service inquiries, enhancing customer understanding
- Perform customer verification
- Direct requests and unresolved issues to the designated resource/s for escalations
- Keep records of customer interactions and transactions and actions taken on customers’ accounts to maintain complete and accurate records in the customer database
- Provided feedback on customer service process efficiency and suggested product enhancements to improve overall service quality
- Cooperate and constructively communicate with the team in the completion of tasks
Operation Support – Online Sportsbet
Wanfang Technology Inc.
07.2019 - 08.2020
- Monitored and settled soccer/football markets to ensure accurate wagering outcomes.
- Checked daily schedule for assigned markets to maintain operational readiness.
- Observant in ways that can pinpoint errors and discrepancies on the scores of a soccer/football match.
- Monitored sudden changes in the assigned markets.
- Endorse any issues to the next shift
Senior Customer Service Associate – Online Casino and Sportsbet
NCH Customer Support Services Inc.
03.2016 - 06.2019
- Provided first line support and escalation process for advisor queries, achieving first time resolutions for escalated complaints while proactively pursuing resolutions and implementing in-house fixes.
- Real-time management of resources and their allocation based on traffic demand.
- Constantly monitor individual work streams and adjust communication channels to reflect demand.
- Drove processes to enhance customer satisfaction by collaborating closely with Customer Service Advisors to refine service delivery.
- Ensure all marketing initiatives are directly communicated to the Support teams including shift handovers.
- Drive open and transparent communication within the support teams.
- Assess and ensure excellence as a support standard, constantly.
- Work with the team managers to identify training requirements and support the trainers in delivering the training.
- Role model to Advisors when dealing with customers through all communication channels (non-voice) on how to resolve issues whilst maintaining service levels and efficiencies.
- Liaise with Customer Support Advisors to relay technical feedback and outcomes to customers.
- Delivered daily reports to analyze contact drivers and address customer issues effectively.
- Completed additional tasks based on departmental needs.
Property Preservation Specialist
Altisource
01.2013 - 02.2016
- Contributed to in-house line of business operations.
- Provided email and voice support to address client inquiries.
- Focused on preserving foreclosed properties to maintain market value.
- Worked on email escalations to make sure all complaints were being answered in a timely manner.
- Worked for an in-house LOB.
- Email/Voice support.
Customer Service Representative
Teleperformance
03.2010 - 01.2013
- Handled high volume of customer inquiries professionally and promptly, enhancing customer satisfaction ratings
- Established rapport with customers, providing exceptional service that fostered customer loyalty
- Maintained accurate records of customer interactions and transactions to support service quality
- Maintained accurate records of customer interactions and transactions
Call Center Agent
ePLDT Ventus
01.2010 - 03.2010
- Worked for 1-800-Flowers.com
- Facilitated order placements for customers, ensuring clarity and satisfaction.
- Answered general inquiries
- Assisted customers mostly on their invoice disputes
- Processed payments
- Assisted customers with troubleshooting their laptop/personal computer
- Processed credit approvals.
- Provisioned orders for upgrade/downgrade of services
Education
No Degree -
STI College Bacoor
Bacoor 04.2001 -
Skills
Customer inquiry handling
Complaint resolution
Escalation management
Troubleshooting
Computer savvy
Quality assurance
Coaching & mentoring
Process improvement
Record keeping
Cross-functional communication
Zendesk
Service level reporting
Feedback delivery
Timeline
Customer Support
Gold Coin Group
09.2025 - Current
Core Team Member
VGW LuckyLand Inc
11.2020 - 09.2025
Operation Support – Online Sportsbet
Wanfang Technology Inc.
07.2019 - 08.2020
Senior Customer Service Associate – Online Casino and Sportsbet
NCH Customer Support Services Inc.
03.2016 - 06.2019
Property Preservation Specialist
Altisource
01.2013 - 02.2016
Customer Service Representative
Teleperformance
03.2010 - 01.2013
Call Center Agent
ePLDT Ventus
01.2010 - 03.2010
No Degree -
STI College Bacoor
04.2001 -