GRACE ANN GIRAY
Customer Support / Administrative Assistant
Dasmarinas City
Summary
Dedicated customer service professional with a strong understanding of service delivery and proven multitasking abilities. Committed to building and maintaining professional relationships to drive business results and increase profitability. Possesses a tech-savvy mindset, strong troubleshooting capabilities, and a customer-oriented attitude. Experienced in providing network and software support, as well as developing and implementing technical solutions. Skilled at analyzing system performance and security for optimal user experience. Highly organized and dependable, adept at managing multiple priorities with a positive attitude. Willing to assume additional responsibilities to meet team goals. Seeking a full-time position that offers professional challenges, utilizing interpersonal skills, excellent time management, and problem-solving abilities.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist (Freelance)
Fii Beauty
1 2022 - 6 2024
- Managing social media accounts for customer engagement and handling email correspondence using Gorgias
- Overseeing the online stores in Singapore and Malaysia, updating stock availability, gift items, and managing inventory
- Providing input for FAQs on the online store
- Updating Google Sheets regularly
- Coordinating with NinjaVan for order statuses, delivery updates, address changes, and maintaining store inventory records
- Managing PR collaborations communication
- Processing order updates and generating invoices using Shopify for order changes or returns
- Issuing refunds through Shopify
- Communicating via Discord and WhatsApp
- Providing administrative support directly to the CEO
- Working independently to meet tight deadlines and quick turnaround times.
Customer Solutions Agent 2
PayPal Philippines
08.2021 - 04.2024
- Manage customer inquiries through Phone, Email, and Chat support utilizing ZenDesk
- Document all call specifics according to standard operating protocols
- Input new customer information into the system
- Handle disputes, and claims, and report bugs
- Provide product and service information to General and Business owner clientele
- Keep track of call records
- Research essential details using the Atlassian knowledge base
- Seek approvals for refunds, adjustments, and exemptions from Slack Moderators through Slack.
English Second Language Teacher (Freelance)
NativeCamp
10.2019 - 11.2023
- Deliver engaging English language lessons to students of varied proficiency levels
- Provide constructive feedback on pronunciation, grammar, vocabulary, and communication
- Administer assessments to evaluate progress and adjust teaching strategies accordingly
- Encourage active participation to enhance all language skills
- Cultivate an inclusive environment respecting cultural diversity
- Adapt teaching methods to meet individual learning needs
- Manage lesson time effectively for comprehensive coverage
- Engage in continuous professional development to stay updated on best practices.
Customer Service Representative
Optum Global Solutions
10.2019 - 08.2021
- Promptly and professionally respond to inquiries, offering accurate information on products, services, plans, billing, and policies
- Efficiently resolve customer issues including billing discrepancies, service disruptions, and technical difficulties
- Manage customer accounts by updating information, processing payments, and adjusting service plans as requested
- Stay informed about T-Mobile's offerings to effectively assist customers and promote relevant products
- Educate customers on using T-Mobile services and devices effectively, providing troubleshooting guidance
- Ensure interactions meet T-Mobile's quality standards, adhering to policies and providing accurate information
- Proactively enhance customer experience, aiming to retain customers and foster loyalty
- Pursue personal and professional development to enhance job performance and contribute to team success.
Specialist
iQor
04.2018 - 10.2019
- Promptly and professionally respond to inquiries, offering accurate information on products, services, plans, billing, and policies
- Efficiently resolve customer issues including billing discrepancies, service disruptions, and technical difficulties
- Manage customer accounts by updating information, processing payments, and adjusting service plans as requested
- Stay informed about T-Mobile's offerings to effectively assist customers and promote relevant products
- Educate customers on using T-Mobile services and devices effectively, providing troubleshooting guidance
- Ensure interactions meet T-Mobile's quality standards, adhering to policies and providing accurate information
- Proactively enhance customer experience, aiming to retain customers and foster loyalty
- Pursue personal and professional development to enhance job performance and contribute to team success.
Customer Service Associate
VXI Global Holdings
01.2017 - 03.2018
- Respond promptly to customer inquiries and complaints regarding billing, technical issues, and service disruptions
- Assist with billing inquiries, technical support, and account management tasks
- Maintain knowledge of AT&T products and services to provide accurate information
- Resolve issues satisfactorily and escalate complex problems as needed
- Document interactions accurately and adhere to company policies and standards
- Escalating complex or unresolved issues to higher-level support teams or supervisors for further assistance and resolution
- Following company policies, procedures, and compliance standards when interacting with customers and handling sensitive information
- Ensuring the quality and consistency of customer service delivery by adhering to established quality assurance standards and performance metrics.
Education
Bachelor of Science - Financial Management
Montesorri Professional College
Imus, Province Of Cavite, Philippines 04.2001 -
Skills
Mastery in verbal and written communication, including active listening, clarity, empathy, and professionalism
Efficiently managing emails and optimizing email inboxes
Efficiently managing workload and handling multiple customer inquiries simultaneously without compromising quality
Familiarity and proficiency with customer service software, CRM systems, and other relevant tools for managing customer interactions
Providing customer support
Proficiency in Google Suite tools: Drive, Docs, Sheets, Forms, Mail, Calendar, Slides
Proficiency in MS Office applications: Word, Excel, PowerPoint, Outlook
Offering various forms of administrative support
Zendesk, Gorgias and Shopify
Customer service excellence
Customer Relationship Management (CRM)
Live chat support
Ticket management
Accomplishments
- 2016 - Academic Excellence Awardee - Honorable Mention
- 2013 - Orator of the Year Speech: "Friends, Romans, Countrymen, lend me your ears" By: William Shakespeare
Timeline
Customer Solutions Agent 2
PayPal Philippines
08.2021 - 04.2024
English Second Language Teacher (Freelance)
NativeCamp
10.2019 - 11.2023
Customer Service Representative
Optum Global Solutions
10.2019 - 08.2021
Specialist
iQor
04.2018 - 10.2019
Customer Service Associate
VXI Global Holdings
01.2017 - 03.2018
Bachelor of Science - Financial Management
Montesorri Professional College
04.2001 -
Customer Support Specialist (Freelance)
Fii Beauty
1 2022 - 6 2024
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