Hi, I’m
John Bryan Gatmaitan
Senior Customer Service Representative/Virtual Assistant
Bulacan, Province Of Bulacan
Summary
Results-driven Customer Service Representative and E-commerce Virtual Assistant with over 14 years of experience supporting telecom, healthcare, and online businesses. Proven track record in handling high-volume customer interactions through email, chat, and phone while maintaining excellent customer satisfaction.
Experienced in Shopify and Amazon Seller Central, managing order tracking, refunds, returns, and customer inquiries with speed and accuracy. Known for strong communication, problem-solving, and de-escalation skills, consistently turning negative customer experiences into positive outcomes.
Overview
16
years of professional experience
2005
years of post-secondary education
2
Certifications
4
Languages
Work History
Trydeos
E-Commerce Assistant
03.2025 - 02.2026
Job overview
- Provided customer support for a health and wellness e-commerce brand
- Handled inquiries related to orders, shipping, product usage, and customer concerns
- Managed refunds, returns, and replacements while ensuring customer satisfaction
- Responded to emails and messages in a timely and professional manner
- Monitored customer feedback and reviews, addressing concerns and improving customer experience
- Assisted customers with product information and usage guidance
- Maintained accurate records using CRM and helpdesk tools
Dcxpert
Virtual Customer Service Representative
06.2024 - 02.2025
Job overview
- Provided customer support for e-commerce brands via email and chat channels
- Handled order tracking, refunds, returns, and product inquiries efficiently
- Managed inbox and ticket queues, ensuring timely and accurate responses
- Resolved customer complaints and escalations with professionalism and empathy
- Assisted with Shopify store operations, including order updates and customer communication
- Monitored customer feedback and reviews to improve overall customer experience
- Maintained accurate records using CRM and helpdesk tools
- Collaborated with internal teams to ensure smooth daily operations
Onboard
Resident Support Agent
01.2023 - 04.2024
Job overview
- Provided customer support for internet services within residential apartment communities
- Assisted customers with account setup, service activation, and onboarding process
- Troubleshot internet issues such as slow connection, no connectivity, and device configuration
- Coordinated with third-party providers (e.g., Spectrum) for installations and technical escalations
- Handled billing inquiries, service requests, and account-related concerns
- Delivered support via phone, email, and chat while maintaining professionalism and empathy
- Ensured timely issue resolution to maintain high customer satisfaction
- Accurately documented customer interactions using CRM and ticketing systems
SITEL Worldwide
Senior Customer Success
01.2019 - 12.2022
Job overview
- Provided technical support for LG products including TVs, home appliances, and mobile devices under the LG (LD) account
- Assisted customers with troubleshooting, device setup, connectivity issues, and product functionality
- Delivered step-by-step guidance to resolve technical concerns efficiently and clearly
- Handled high-volume inbound calls while maintaining professionalism and excellent customer service
- Resolved customer issues on first contact whenever possible to improve customer satisfaction
- Documented all interactions accurately in CRM systems and followed standard troubleshooting procedures
- Escalated complex technical issues to higher-level support when necessary
Iqor PhilippinesCavite
Senior Customer Service Representative
01.2010 - 12.2018
Job overview
- Handled high-volume inbound calls for major telecom accounts (T-Mobile and AT&T)
- Assisted customers with billing concerns, plan changes, account updates, and service issues
- Resolved complex customer concerns while maintaining professionalism and empathy
- Provided step-by-step support for basic technical and network-related issues
- Retained customers by offering appropriate solutions, promotions, and service options
- Maintained accurate documentation using CRM systems and followed company protocols
- Consistently met performance metrics such as customer satisfaction, resolution time, and call handling targets
- Managed escalations and de-escalated irate customers effectively
Education
Chiang Kai Shek CollegeSta. Cruz, Binondo
Business Management
Skills
Customer service
Shipping coordination
Supplier communication
Returns handling
Problem-solving
Lead generation
Order fulfillment
Adaptability and flexibility
Certification
100% Attendance certified
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Hobbies
Loves to cook for family during days off
Coffee addict
Netflix and Chill
Fur parents
Singing
Tiktok
Accomplishments
E-commerce (Amazon • Shopify • TikTok Shop)
✔ Managed 100+ customer inquiries daily with fast response and high satisfaction
✔ Maintained 95–98% customer satisfaction (CSAT) through quality support
✔ Reduced refund and escalation cases by 20%+ using proactive solutions
✔ Handled high-volume orders (100–300/day) including tracking, returns, and disputes
✔ Converted negative feedback into positive reviews through effective customer recovery
✔ Improved response time to under 1 hour (email) and under 5 minutes (chat)
✔ Supported store operations leading to increased repeat customers and retention
✔ Maintained organized inbox with zero backlog during peak days
Telecom (T-Mobile • AT&T • LG Tech Support)
✔ Handled 60–80 calls per day while maintaining quality and professionalism
✔ Achieved strong First Call Resolution (FCR) reducing repeat contacts
✔ Consistently met/exceeded KPIs (AHT, QA, CSAT, attendance)
✔ Recognized for handling irate customers with empathy and control
✔ Provided technical troubleshooting for devices, connectivity, and accounts
✔ Contributed to sales/upsell opportunities during customer interactions
✔ Maintained high performance in fast-paced, high-pressure environments
Healthcare (Claims & Benefits )
✔ Assisted patients with claims, eligibility, and benefits explanation
✔ Maintained 100% compliance with HIPAA and data privacy standards
✔ Handled sensitive cases with accuracy and confidentiality
✔ Reduced customer confusion by providing clear, step-by-step guidance
✔ Managed high-volume inquiries while maintaining quality and empathy
✔ Built trust with patients through professional and compassionate communication
SIGNATURE STRENGTHS
✔ 14+ years experience in Customer Service, Sales, and Virtual Assistance
✔ Proven ability to support US-based clients and international customers
✔ Strong communication skills (email, chat, phone)
✔ Fast learner — adapts quickly to new tools and systems
✔ Reliable, detail-oriented, and results-driven
“I don’t just support customers — I create experiences that increase retention and protect your brand.”
Timeline
E-Commerce Assistant
Trydeos
03.2025 - 02.2026
Virtual Customer Service Representative
Dcxpert
06.2024 - 02.2025
Resident Support Agent
Onboard
01.2023 - 04.2024
Senior Customer Success
SITEL Worldwide
01.2019 - 12.2022
Senior Customer Service Representative
Iqor Philippines
01.2010 - 12.2018
Chiang Kai Shek College
Business Management
05.2004