Travelling
Juvie Claire Alinso
Senior Customer Support Analyst
Antipolo City
Summary
Highly dedicated and results-driven Customer Support Specialist with over 7 years of progressive experience in handling customer inquiries via chat, email, and phone across multiple support levels. Promoted to key roles including Customer Support Analyst Level 2, Resolution Desk Analyst, and Subject Matter Expert due to strong problem-solving and communication skills. Known for delivering excellent customer service, analyzing team performance metrics, and collaborating with cross-functional teams including management and quality assurance. Also experienced in facilitating onboarding and product training for new hires across local and international teams. Committed to continuous improvement, quality service, and team success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Support Analyst II
Coinbase Inc.
10.2021 - 04.2025
- Handled customer inquiries via chat and email as a Customer Support Level 1, providing timely and accurate responses.
- Promoted after one year to Customer Support Analyst Level 2, responsible for resolving escalated complaints and complex issues.
- Took on additional responsibilities as a Resolution Desk Support Analyst, ensuring prompt and effective issue resolution.
- Selected to be part of a pilot team supporting managers by analyzing team performance reports on a weekly basis.
- Collaborated closely with Quality Assurance Analysts to monitor and improve service quality and compliance.
Customer Support Specialist
Optavia (24/7 Intouch)
03.2020 - 10.2021
- Handled customer concerns via inbound and outbound phone calls, delivering professional and empathetic support.
- Sent follow-up emails to ensure resolution of customer issues related to the programs they purchased.
- Acted as a Subject Matter Expert (SME), supporting team members with product knowledge and issue handling.
- Selected to join the Training and Development Team after regularization, contributing to new hire onboarding and continuous learning initiatives.
Customer Support Representative
Scottish and Southern Energy (Sitel Group)
09.2018 - 03.2020
- Provided real-time email support to customers as a Customer Support Analyst, ensuring quick and effective issue resolution.
- Served as a Subject Matter Expert (SME), assisting teammates with complex customer concerns and providing guidance.
- Underwent training to become a Quality Assurance Analyst, gaining skills in monitoring and evaluating support quality.
Education
No Degree - Business Administration And Management
Metro Business College
Pasay, Metro Manila, Philippines 04.2001 -
No Degree - Computer And Information Sciences
University of Cordillera
Baguio City, Province Of Benguet, Philippines 04.2001 -
Skills
Customer Inquiry Handling (Chat, Email, Phone)
Complaint Resolution
CRM Tools (Zendesk, Salesforce, AWS Connect)
Google Workspace (Sheets, Docs, Gmail)
Microsoft Excel (for basic reporting)
Ticket Management Systems using Jira Software ticketing system
Weekly Team Report Analysis
Subject Matter Expert (SME) Support
Onboarding & Product Training (Local and International Teams)
Certification
Certified Nesting Leader at Coinbase Inc. March 2022
Interests
Reading Books
Cooking
Computer and Mobile games
Learning new skills and leadership ideas
Timeline
Certified Nesting Leader at Coinbase Inc. March 2022
03-2022
Customer Support Analyst II
Coinbase Inc.
10.2021 - 04.2025
Customer Support Specialist
Optavia (24/7 Intouch)
03.2020 - 10.2021
Customer Support Representative
Scottish and Southern Energy (Sitel Group)
09.2018 - 03.2020
No Degree - Business Administration And Management
Metro Business College
04.2001 -
No Degree - Computer And Information Sciences
University of Cordillera
04.2001 -
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