JHON ELIZAR DOYDORA
Imus
Summary
Customer Support and Dispute Specialist skilled in chargeback management, with a strong track record in e-commerce operations. Demonstrated ability to enhance customer satisfaction through efficient case handling and team leadership. Versatile experience in home care scheduling and recruitment, ensuring balanced operations and client engagement.
Overview
1
1
Language
Work History
Customer Support & Dispute Manager
- Resolved disputes and chargebacks for PayPal, WHOP, Mollie, Shopify Payments, and Airwallex
- Achieved high win rates through thorough documentation and effective case management
- Managed high-volume customer support via email, chat, and CRM platforms
- Executed refunds, order updates, and customer inquiries promptly and accurately
- Supported and guided agents to improve response quality and performance
Operations Supervisor
- Supervised sales and support teams for U.S.-based clients, enhancing service delivery
- Ensured compliance with company policies and industry regulations, mitigating risk of escalations
- Designed escalation workflows and scripts, improving resolution consistency and reducing complaints
- Implemented performance dashboards and KPIs to boost accountability and visibility
- Coached agents to enhance productivity and service quality, fostering effective communication
Backend Operations & Supply Chain Support
- Coordinated with suppliers and logistics teams to ensure timely order fulfillment and accurate tracking
- Managed inventory updates and addressed shipping issues to maintain operational flow
- Streamlined workflows to minimize delays and effectively resolve disputes
Escalation & Customer Service Leadership
- Resolved complex customer issues and escalated cases, ensuring timely resolution and enhanced customer satisfaction
- Maintained high service quality during peak periods, contributing to consistent customer retention
- Coached team members on skills development and monitored performance, fostering a culture of continuous improvement
Home Care Scheduler & Recruiter
- Coordinated caregiver schedules and managed client appointments through Axiscare to ensure seamless service delivery
- Conducted outbound calls to potential clients via RingCentral, presenting services and securing consultations to expand client base
- Interviewed caregiver applicants through Indeed, ensuring staffing quality and reliability
- Maintained trackers and documentation in Google Sheets to support scheduling and recruitment processes
- Balanced client needs with caregiver availability to maximize service coverage
Education
Information and Communication Technology -
International Electronics And Technical Institute
Las Pinas, PhilippinesSkills
- Customer Support
- Dispute Resolution
- Chargeback Management
- Shopify Operations
- CRM Tools
- Team Leadership
- Escalation Management
- Process Improvement
- Recruitment & Scheduling
Tools And Systems
- E-commerce: Shopify, PayPal, WHOP, Mollie, Airwallex
- Customer Support: Gorgias, Freshdesk, Richpanel, Disputifier
- Scheduling & Recruiting: Axiscare, RingCentral, Google Sheets, Indeed
- Communication: Gmail, Slack, Discord
Languages
English
Advanced (C1)
C1
Affiliations
- Volunteer, CARA Welfare, Philippines
Timeline
Home Care Scheduler & Recruiter
Escalation & Customer Service Leadership
Backend Operations & Supply Chain Support
Operations Supervisor
Customer Support & Dispute Manager
Information and Communication Technology -
International Electronics And Technical Institute