Concepcion Sasuman
Gonzales Compound Kamputhaw Cebu City, Province Of Cebu
Summary
Dynamic and results-oriented professional with proven expertise in e-commerce management and exceptional customer service, honed at IntouchCX and Teleperformance. Excelled in enhancing shopping experiences and resolving technical issues, significantly improving merchant satisfaction and customer support. Skilled in inventory management and adept at leveraging product knowledge for sales performance.
Overview
6
6
years of professional experience
Work History
Merchant Support Advisor
IntouchCX
Archbishop Reyes St Cebu City
09.2022 - 04.2025
- Improved store layout to enhance customer shopping experience.
- Enhanced merchant satisfaction by providing exceptional service and product knowledge.
- Utilized excellent communication skills to resolve merchant complaints promptly and professionally.
- Organized promotional events to increase store traffic and promote new products.
- Adapted quickly to changing market conditions, maintaining competitive pricing and product offerings.
- Oversaw launch of e-commerce platform, expanding market reach and increasing sales channels.
- Analyzed sales data to identify underperforming products, making strategic decisions on inventory.
Technical Support Representative
Teleperformance
Cebu City, Province Of Cebu, Philippines
05.2019 - 09.2022
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Improved customer satisfaction scores with personalized technical support and follow-up.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
Education
Bachelor of Science - Information Technology
Asian College of Technology
Cebu CityHigh School Diploma -
Can-asjuan National High School
Saay, Can-asjuan, Carcar City, Cebu03-2014
Saay Elementary School
Saay, Can-asjuan, Carcar City, Cebu03-2010
Skills
- Inventory management
- Product display
- Order fulfillment
- Point of sale
- Store layout
- Product knowledge
- Sales performance
- E-commerce management
- Product categorization
- Store management
Languages
English
Upper intermediate (B2)
Timeline
Merchant Support Advisor
IntouchCX
09.2022 - 04.2025
Technical Support Representative
Teleperformance
05.2019 - 09.2022
Bachelor of Science - Information Technology
Asian College of Technology
High School Diploma -
Can-asjuan National High School
Saay Elementary School