Zendesk
KATHLENE JOY PASCUA
Customer Service Representative
San Quintin
Summary
Seeking a rewarding opportunity as a customer service representative to utilize extensive product knowledge and interpersonal skills for customer delight.
Experienced and reliable customer service professional with a strong commitment to customer satisfaction. Possessing almost 4 years of expertise in delivering exceptional service and building genuine connections with clients. Skilled in effective communication through phone, chats and email interactions.
Overview
5
5
years of professional experience
1
1
Language
Work History
Chat/Email Support Representative
Boo Enterprises Inc.,
Hawaii Honolulu USA (Remote)
11.2022 - 10.2025
- Maintained a high level of accuracy in all email and chat correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
- Assisted customers with product troubleshooting and provided relevant solutions to ensure their needs were met.
- Assisted in reducing response times by creating pre-written responses for frequently asked questions from customers.
- Managed a high volume of emails/chats daily, prioritizing tasks to maintain productivity and efficiency.
Customer Service Representative
Agents Only
128 W Pender Street, Unit 205, Vancouver, BC, V6B (Remote)
02.2022 - 09.2022
- Assisted customers in placing online orders, improving overall user experience.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Inspiro (Formerly SPi CRM) - Head Office
Quezon City, Metro Manila, Philippines (Remote)
01.2021 - 01.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Bachelor of Science - Tourism Management
Far Eastern University
Nicanor Reyes Sr, Street, Sampaloc, Manila, 1008 M 04.2001 -
High School Diploma -
San Quintin High School Educational Foundation Inc
San Quintin, Pangasinan, Philippines 04.2001 -
Skills
Basic computer literacy skills
Typing speed
Customer service
Multitasking
Technical troubleshooting
Verbal and written communication
Adaptability and flexibility
Time management abilities
Attention to detail
Customer communication and empathy
Accomplishments
- Achieved High Customer Satisfaction through effectively helping with Customer Support & Issue Resolution.
- Collaborated with team of10 in the development of user experience.
- Maintained high customer satisfaction scores by delivering prompt, clear, and helpful responses via chat and email.
- Reduced average response time, improving customer experience and reducing ticket backlog.
- Handled an average of 50-70 chat conversations and 150-165 emails daily, ensuring timely and effective customer support.
- Trained and mentored new hires, reducing their onboarding time by 97% and improving overall team efficiency.
- Identified and flagged common customer issues, helping the team develop better FAQ responses and automation scripts.
Software
Gmail
Slack
Google Sheet
Zoom
Timeline
Chat/Email Support Representative
Boo Enterprises Inc.,
11.2022 - 10.2025
Customer Service Representative
Agents Only
02.2022 - 09.2022
Customer Service Representative
Inspiro (Formerly SPi CRM) - Head Office
01.2021 - 01.2022
Bachelor of Science - Tourism Management
Far Eastern University
04.2001 -
High School Diploma -
San Quintin High School Educational Foundation Inc
04.2001 -