Carmela Mae Aceron
Cainta
Summary
Dedicated Ecommerce Virtual Assistant and Customer Care Specialist with 10+ years of experience in customer support across chat, email, and phone. Skilled in ecommerce catalog management, social media moderation, and digital content support. Proven ability to resolve complex issues, build strong client relationships, and enhance brand loyalty.
Overview
14
14
years of professional experience
Work History
Ecommerce Virtual Assistant | Customer Care Specialist
(Scentiment)
Cainta
01.2024 - Current
- Provide customer support via email, live chat, and phone, consistently delivering timely and empathetic resolutions to customer inquiries.
- Manage order processing, returns, warranty claims, refunds, and customer account issues while ensuring high customer satisfaction.
- Collaborate with internal teams to resolve escalated issues and improve the overall customer experience.
- Utilize Shopify CRM systems alongside customer support platforms to streamline daily operations and accelerate business growth.
Tier 1 Email Support – Spotify Account
Concentrix Daksh Services PH
Quezon City
05.2019 - 07.2024
- Resolved customer complaints, achieving high customer satisfaction scores.
- Enhanced customer loyalty and retention through effective communication.
- Responded to customer emails in multiple languages to ensure effective communication.
Website Moderator – Zynga Account
TELUS International PH Inc.
Taguig
01.2017 - 12.2019
- Moderated online communities to foster respectful interactions.
- Responded to user inquiries via comments, DMs, and email to ensure timely support.
- Fostered a welcoming atmosphere in online communities.
Technical Support – Virgin Mobile
The Results Companies
Pasig
02.2015 - 12.2017
- Delivered mobile technical support to customers in various locations.
- Supported account management and subscription processes to enhance customer experience.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Financial Advisor – Experian
Aegis People Support Inc.
Pasig
01.2013 - 02.2015
- Resolved billing inquiries and troubleshooting issues to enhance customer experience.
- Ensured customer loyalty by addressing concerns and providing solutions.
- Developed personalized financial strategies to optimize client investment portfolios.
- Analyzed market trends to provide informed recommendations for asset allocation.
- Conducted comprehensive risk assessments to tailor financial plans for individual client needs.
Education
Bachelor of Science - Information Technology, Computer System Technology
University of Rizal – Binangonan
Binangonan, Province Of Rizal, Philippines01-2010
Skills
- Ecommerce optimization
- Product Listing Optimization
- Order fulfillment
- Multichannel support
- Technical support
- Social media management
- Account retention
- Critical Thinking & Problem Solving
- Team operations
- Languages: English, Tagalog
Timeline
Ecommerce Virtual Assistant | Customer Care Specialist
(Scentiment)
01.2024 - Current
Tier 1 Email Support – Spotify Account
Concentrix Daksh Services PH
05.2019 - 07.2024
Website Moderator – Zynga Account
TELUS International PH Inc.
01.2017 - 12.2019
Technical Support – Virgin Mobile
The Results Companies
02.2015 - 12.2017
Financial Advisor – Experian
Aegis People Support Inc.
01.2013 - 02.2015
Bachelor of Science - Information Technology, Computer System Technology
University of Rizal – Binangonan