Zendesk
CARLO JERICHO DELFINADO
Client Service Associate
Davao City
Summary
Client Service Associate who assists Customs Brokers with their daily tasks via chat and email, with a steady approach to client communication, issue follow-through, and accurate recordkeeping across client cases per week in administrative and customer-facing work.
Overview
1
1
Language
14
14
years of professional experience
Work History
Client Service Representative
Flatworld Solutions LLC
02.2025 - Current
- Managed client inquiries, ensuring timely and accurate responses to enhance customer satisfaction.
- Developed and maintained strong relationships with clients, fostering trust and collaboration.
- Resolved complex issues through effective problem-solving techniques, improving overall service quality.
- Trained new staff on client service protocols, enhancing team performance and efficiency.
- Implemented best practices for workflow management, streamlining operations and reducing response times.
- Coordinated cross-departmental communication to ensure seamless client experiences throughout service lifecycle.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
Back Office Support/Virtual Assistant
Scott Le Roy Marketing
01.2023 - 09.2023
- Processed purchase orders, tendering orders, and liaised with the warehouse team
- Responded promptly and professionally to customer emails, addressing inquiries and resolving issues.
- Discussed with clients for any changes or updates, ensuring clear communication and alignment with their needs.
- A Digital Marketing solution for small to medium sized businesses.
- Duration: January 2023 to September 2023
Back Office Associate
OP360
04.2022 - 01.2023
- Processing Purchase Orders
- Email support
- Assist with trainee onboarding
- A US-headquartered BPO providing nearshore and offshore support to companies based in US.
- Duration: April 2022 to January 2023
Helpdesk Staff
Altitude Unlimited, Inc.
05.2020 - 03.2022
- Assisted in ensuring the success of backup replicate jobs, ensuring data integrity and continuity for clients.
- Monitored network firewall activities, identifying and addressing potential security threats in a proactive manner.
- Compiled and sent monthly reports to clients, providing valuable insights into network performance and security measures implemented.
- An MSP Company based in US.
- Duration: May 2020 to March 2022
Tier 1 and 2 Helpdesk
PSI Services LLC
03.2016 - 04.2020
- Managed incoming calls, providing effective assistance to users encountering technical issues or seeking information.
- Responded to emails and chats in a timely manner
- Handled diverse technical support inquiries, troubleshooting software and hardware issues
- Professional testing services and talent assessment solutions provider in the US.
- Duration: March 2016 to April 2020
Technical Support Representative
Ring Center BPO Services INC
10.2012 - 11.2015
- Provided exceptional technical support to hotel guests, assisting them in connecting their devices to the Wi-Fi network.
- Guided guests through troubleshooting steps, enhancing their experience by resolving connectivity issues promptly.
- Maintained routers and access points, ensuring reliable Wi-Fi service for hotel guests.
- Provided dedicated Wi-Fi concierge support, improving guest satisfaction and connectivity experience.
- Duration: October 2012 to November 2015
Education
Bachelor of Arts -
Bukidnon State University
Sto. Tomas Davao Del NorteSkills
Google Workspace
Microsoft Office Suite
Customer Service
Problem Solving
Purchase order processing
Email support
Client communication
Ticket documentation
User onboarding support
Issue resolution
Software
Salesforce
Timeline
Client Service Representative
Flatworld Solutions LLC
02.2025 - Current
Back Office Support/Virtual Assistant
Scott Le Roy Marketing
01.2023 - 09.2023
Back Office Associate
OP360
04.2022 - 01.2023
Helpdesk Staff
Altitude Unlimited, Inc.
05.2020 - 03.2022
Tier 1 and 2 Helpdesk
PSI Services LLC
03.2016 - 04.2020
Technical Support Representative
Ring Center BPO Services INC
10.2012 - 11.2015
Bachelor of Arts -
Bukidnon State University