Kathleene Quisado
Customer Support Representative
Riverside Calinan, Davao City,NSA
Summary
Customer support and risk‑control specialist with proven years of experience in BPO and fintech, delivering high‑volume chat, email, and ticket support for global brands. Skilled in resolving complex issues, compliance reviews, and content moderation while ensuring accurate reporting and empathetic service.
Overview
6
6
years of professional experience
Work History
Chat, Email, Ticket, and Support Representative
LBank Exchange
12.2024 - Current
- Resolved deposit trading, withdrawal, and refund requests, addressing various account issues through chat, ticket, and email.
- Collaborated with cross-functional teams to improve user experience on trading platform, leading to better user satisfaction.
- Collaborated with cross-functional teams to enhance user experience on trading platform.
- Facilitated support for colleagues regarding risk-control inquiries and general problem-solving.
- Managed high-volume ticketing system, effectively prioritizing urgent requests to ensure timely resolution.
- Participated in regular product training sessions to stay current on updates and enhancements.
- Served as a subject matter expert within the team, mentoring junior staff members on complex topics.
Chat, Email Support & Content Moderator
Conectys Global BPO Solutions
10.2022 - 08.2023
- Coordinated order placement revisions and inquiries to enhance service quality for gelato and print customers.
- Validated correct tagging of video content, ensuring adherence to reporting and compliance protocols.
- Processed reprints, reorders, and refunds while maintaining accurate case records.
- Filtered and scrutinized videos to ensure a safe online environment.
- Identified and escalated potential violations to ensure platform safety.
- Advanced flagged video assessments to sustain platform standards.
- Facilitated communication with shipping providers to oversee deliveries and mitigate delays.
- Executed processing of reprints, reorders, and refunds while upholding precise case record maintenance.
Email Support & Picture Quality Moderator
Awesome OS
11.2019 - 07.2020
- Evaluated and modified customer products for Mixbook, ensuring high print quality standards.
- Assisted Bouqs customers with credit management, reorder placement, and refund requests to ensure satisfaction.
- Coached customers on accurate measurements for black tux suits and coordinated shipping logistics to streamline delivery. Executed refund requests and produced vouchers to improve customer satisfaction.
Email Support
Alorica
03.2019 - 11.2019
- Managed inquiries for Wish (e-commerce platform), resolving missing item issues and coordinating with merchants to expedite solutions.
- Guided Lyft riders, drivers, and third parties through credit, concession, and refund processes, ensuring clarity and satisfaction.
- Delivered email support by addressing inquiries and resolving issues promptly, enhancing customer satisfaction.
TSR/CSR
VXI Global Solutions
10.2016 - 09.2017
- Provided billing support for AT&T customers by resolving inquiries via phone, enhancing customer satisfaction.
- Executed outbound support calls for DirectTV technical troubleshooting, improving service reliability.
- Facilitated technical troubleshooting for DirectTV, including execution of outbound support calls.
- Recorded customer interactions in CRM systems to enable effective follow-up and resolution tracking.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Bachelor of Science - Statistics
University of Southeastern Philippines
Davao City, Province Of Davao Del Sur, Philippines01-2013
High School Diploma -
Calinan National High School
Davao City, Province Of Davao Del Sur, Philippines03-2012
Skills
High-volume email & chat support
Order management
Shipping coordination
Returns & refunds
Technical troubleshooting & customer education
Risk control support & account review
Content moderation & compliance enforcement
Issue flagging & escalation for complex cases
Accurate tagging & record-keeping for reporting
Queue organization & SLA adherence
Timeline
Chat, Email, Ticket, and Support Representative
LBank Exchange
12.2024 - Current
Chat, Email Support & Content Moderator
Conectys Global BPO Solutions
10.2022 - 08.2023
Email Support & Picture Quality Moderator
Awesome OS
11.2019 - 07.2020
Email Support
Alorica
03.2019 - 11.2019
TSR/CSR
VXI Global Solutions
10.2016 - 09.2017
Bachelor of Science - Statistics
University of Southeastern Philippines
High School Diploma -
Calinan National High School