Donnabelle Gonzales
Customer Experience / Virtual Support Specialist
Magalang, Province Of Pampanga
Work Preference
Summary
Dynamic Customer Support and Technical Specialist with a proven track record of success across diverse sectors, including e-commerce, healthcare, travel, and B2B accounts. Expertise in delivering swift, precise, and empathetic solutions through various communication channels, including phone, chat, and email. Recognized for streamlining workflows and consistently exceeding KPIs while leveraging tools such as Zendesk, Zoho CRM, and GHL in fast-paced environments. Committed to enhancing customer experiences and driving operational efficiency in every interaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Scheduler
Girls in the Garden Gardening Services
Victoria
10.2025 - 01.2026
- Scheduled and coordinated 20+ gardening appointments per day for private clients and NDIS-funded providers, ensuring tasks matched the expertise of 10–12 gardeners and service areas.
- Supported the office manager in planning daily assignments for 10–12 gardening staff, improving efficiency and coverage across service areas.
- Managed 15–20 client calls and inquiries per day, providing prompt, professional assistance and maintaining high client satisfaction.
- Maintained and updated scheduling records for all appointments and staff allocation, reducing errors and supporting smooth daily operations.
Customer Service Representative
Globaltek BPO Inc.
Philexcel Business Park
03.2024 - 01.2025
- Managed diverse back-office projects and client support tasks, handling 2–3 projects per month while ensuring deadlines and client expectations were met.
- Assisted U.S. veterans with VA benefits applications, managing 30–40 inbound calls per day with accuracy and empathy.
- Consistently met quality and productivity metrics, maintaining 95%+ accuracy and resolving inquiries within target response times in a fast-paced call center.
Support Advisor
TaskUs
Clark Freeport Zone
09.2022 - 08.2023
- Delivered multi-channel support to online store owners, handling 40–45 inquiries per day on store setup, design, product management, and other technical or operational issues.
- Resolved technical issues promptly, maintaining an 85–90% customer satisfaction (CSAT) score while meeting daily and weekly KPIs.
- Adapted to evolving client needs in a fast-paced environment, supporting 100+ active Shopify stores and ensuring timely issue resolution.
Technical Support Representative
Alorica PH
MJ Plaza Makati City
11.2020 - 03.2022
- Provided technical assistance via high-volume inbound calls, troubleshooting LG washers, dryers, and dishwashers, handling 25–30 calls per day.
- Achieved first-contact resolution on the majority of calls, meeting daily and weekly call handling KPIs while delivering effective solutions.
- Maintained professionalism and accuracy in a fast-paced call center, ensuring a positive experience for over 700 customer interactions per month.
Business Development Associate
Kinjin Business Industries
Texas
05.2020 - 11.2020
- Provided virtual assistance for B2B and B2C accounts, handling administrative tasks, calendars, and client communications.
- Conducted cold calling and lead generation for a roofing contractor, built a qualified prospect pipeline, and coordinated appointments to ensure seamless client-business communication.
Customer Service Associate
Bosch Service Solutions
BGC
01.2017 - 05.2018
- Managed back-office operations, classifying and processing 30–40 emails per day while updating airline baggage and flight irregularity records accurately.
- Handled outbound communications for compensation updates and inbound passenger inquiries, resolving 20–25 cases per day with a focus on clear communication and customer satisfaction.
- Guided passengers through claims, maintaining accuracy and ensuring timely resolution of flight and baggage issues.
Education
High School Diploma -
Taguig Science High School
Taguig, Metro Manila, Philippines 04.2001 -
Skills
Multi-Channel Customer Support (Voice, Chat, Email)
Affiliations
- FHMoms – Active member; participated in community meetups and networking events.
- Connected Women – Active member; engaged in occasional community discussions and events.
Certification
HIPAA Certified
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Timeline
Scheduler
Girls in the Garden Gardening Services
10.2025 - 01.2026
HIPAA Certified
03-2024
Customer Service Representative
Globaltek BPO Inc.
03.2024 - 01.2025
Support Advisor
TaskUs
09.2022 - 08.2023
Technical Support Representative
Alorica PH
11.2020 - 03.2022
Business Development Associate
Kinjin Business Industries
05.2020 - 11.2020
Customer Service Associate
Bosch Service Solutions
01.2017 - 05.2018
High School Diploma -
Taguig Science High School
04.2001 -