JUDE MONTEBON
Zendesk & Gladly Administrator / Virtual Assistant
Mandaue City
Summary
Experienced System Administrator with demonstrated history of working as a CRM admin for two years and seasoned Virtual Assistant Offering excellent written and oral communication skills gained from seven years of experience working hand in hand with Account Managers, Operations Managers, Supervisors and handling escalation contacts with a clear goal of prioritizing customer and client experience.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
Zendesk & Gladly Admin
BarkBox
11.2021 - Current
- Monitoring and maintaining Zendesk & Gladly CRM end-user help channels with over 400 members, adjusting Zendesk profile permissions as needed, troubleshooting and resolving technical issues within CRMs, creating and improving automations, macros and views to improve efficiency and experience within the team, and creating Help Resources to aid in guiding team members through new processes implemented.
- Reporting system/technology issues, testing and implementing any changes made within systems, utilizing spreadsheet database and presentation software to present potential problems or areas of improvement, developing and enhancing experiences within the team and assisting Operations Managers and Operations Coordinators with upkeep and maintenance of existing systems.
BarkBox & Bark Food Specialist (Customer Service)
BarkBox
11.2020 - 11.2021
- Maintained customer satisfaction by prioritizing customer experience while addressing needs and resolving concerns in a timely manner
Virtual Assistant
Peak Envelopes
08.2019 - 11.2021
- Monitored emails, organized inbox, and prioritized messages for supervisor. Assisted in price inquiries and maintenance of company CRM
Team Lead Assistant
Microsoft Xbox - Concentrix
01.2019 - 01.2020
- Assisted in the evaluation of employee skills and knowledge regularly, training, and mentoring individuals with lagging skills along with side-by-side assistance with agent contacts.
Subject Matter Expert
Microsoft Xbox - Concentrix
10.2017 - 01.2019
- Focused on assisting agents with queries or concerns and creation of learning materials for agent reference.
Technical Support Associate
Microsoft Xbox - Convergys
04.2017 - 10.2017
- Troubleshoot customers' technical and non-technical issues with their product including but not limited to billing, account, hardware, software and connectivity.
Education
Bachelor of Arts - Business Administration Major in Marketing Management
University of San Jose Recoletos
Magallanes Street, Cebu City, Cebu, Philippines 06.2013 - 10.2016
Skills
Zendesk Administrator including implementation and optimization
Certified Zendesk Data Analyst
Gladly Administrator specializing in troubleshooting
Skilled with Access CRM
Ability to troubleshoot technical concerns in a fast paced environment
Proficient in Microsoft Office, E-commerce, Systems Applications and Programs
High level of computer proficiency Customer focused with problem-solving orientation
Excellent Oral and written communication skills
Timeline
Zendesk & Gladly Admin
BarkBox
11.2021 - Current
BarkBox & Bark Food Specialist (Customer Service)
BarkBox
11.2020 - 11.2021
Virtual Assistant
Peak Envelopes
08.2019 - 11.2021
Team Lead Assistant
Microsoft Xbox - Concentrix
01.2019 - 01.2020
Subject Matter Expert
Microsoft Xbox - Concentrix
10.2017 - 01.2019
Technical Support Associate
Microsoft Xbox - Convergys
04.2017 - 10.2017
Bachelor of Arts - Business Administration Major in Marketing Management
University of San Jose Recoletos
06.2013 - 10.2016
References
- Reabelle Dela Cerna, Financial Service Manager, Accenture Philippines Inc., jdelacerna716@gmail.com, 0916 634 5515
- Jahleel Tan, Zendesk Administrator, Bark Philippines, jahleel.tan@gmail.com, 0945 318 9021
- Kristtiane Angelo Barjose, Accenture Philippines Inc., jahxian14@gmail.com, 0967 219 6739