Summary
Overview
Work History
Education
Skills
Languages
Timeline
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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
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
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 City

High School Diploma -

Can-asjuan National High School
Saay, Can-asjuan, Carcar City, Cebu
03-2014

Saay Elementary School
Saay, Can-asjuan, Carcar City, Cebu
03-2010

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

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Concepcion Sasuman