Gorgias
Ma. Nicole Walch T. Chen
Customer Service Representative
Sta Maria
Work Preference
Summary
Dedicated email support representative known for managing high volumes of customer inquiries, achieving top ratings in customer satisfaction. Proficient in CRM software and adept at problem-solving to enhance customer experiences.
Overview
6
6
years of professional experience
Work History
Email Support Representative
Clarity MD
02.2026 - 08.2026
- Handled an average of 125 customer emails per day, providing prompt and professional support.
- Recognized as the Top Agent for receiving the most 5-star customer reviews on Trustpilot, demonstrating strong customer satisfaction and service quality.
- Responded to customer inquiries regarding supplements, orders, shipping, and product-related concerns through CommSlayer and Richpanel.
- Managed customer subscriptions using Loop and CheckoutChamp, including cancellations, pauses, skips, and other subscription changes.
- Coordinated with suppliers and fulfillment teams to resolve order issues and ensure timely solutions for customers.
- Processed customer refunds through Shopify and CheckoutChamp.
- Followed company SOPs and maintained a high standard of customer service while managing a high-volume workload.
Customer Service Representative
Cloggs
01.2025 - 01.2026
- Handled 100+ customer emails per day, providing timely and professional support.
- Processed customer refunds and assisted with resolving payment and order-related concerns.
- Managed customer subscriptions through Tagadapay and Phoenix, including cancellations and subscription-related requests.
- Coordinated with suppliers and fulfillment teams regarding order changes, shipping issues, and customer concerns.
Senior Customer Service Representative
BelGlobal
04.2024 - 07.2025
- Managed customer inquiries through Gorgias, including both email and phone support.
- Coordinated with suppliers to resolve order changes, shipping issues, and customer concerns, ensuring timely resolutions.
- Processed customer refunds through Shopify.
- Updated and maintained order tracking information in Shopify to keep customers informed.
- Reviewed PayPal claims and provided relevant information to resolve disputes efficiently.
- Maintained a high CSAT score through timely, professional, and empathetic customer support.
- Provided support to Spanish-speaking customers via email using DeepL and ChatGPT, ensuring clear and accurate communication.
Customer Service Representative
A&N Associates
08.2023 - 04.2024
- Managed customer inquiries and support requests through Zendesk.
- Facilitated order modifications for customers based on specific requests, ensuring satisfaction with product size, color, and quantity.
- Achieved 100% accuracy in updating customer orders, preventing fulfillment errors and enhancing customer trust.
- Confirmed requested changes with customers to ensure orders were processed correctly, fostering clear communication and reducing potential issues.
Part-Time Virtual Assistant
BelGlobal
2020 - 2023
- Provided exceptional customer care, resolving queries on Zendesk and Gorgias swiftly and professionally for positive outcomes.
- Documented and updated customer records in Google Sheets, ensuring accurate tracking of interactions for effective follow-up.
- Responded to email inquiries within 24 hours, contributing to high customer satisfaction and positive reviews.
- Processed orders and monitored back-orders, invoicing, and shipping procedures to streamline online ordering process.
Education
Bachelor of Science - Psychology
Our Lady of Fatima University
Valenzuela, Metro Manila, Philippines 04.2001 -
Skills
Complaint resolution
Follow-up management
Complaint handling
Order management
Follow-up skills
Attention to detail
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
I’m proud of being recognized as a Top Agent in two of my previous roles. At Clarity MD, I received the highest number of 5-star Trustpilot reviews from customers, and at BelGlobal, I was recognized as a top-performing agent for achieving one of the highest CSAT scores in Gorgias. These accomplishments reflect my focus on providing helpful, empathetic, and efficient customer support while maintaining strong performance in high-volume environments.
Software
Zendesk
Richpanel
Commslayer
Shopify
Slack
CheckoutChamp
Loop
Timeline
Email Support Representative
Clarity MD
02.2026 - 08.2026
Customer Service Representative
Cloggs
01.2025 - 01.2026
Senior Customer Service Representative
BelGlobal
04.2024 - 07.2025
Customer Service Representative
A&N Associates
08.2023 - 04.2024
Bachelor of Science - Psychology
Our Lady of Fatima University
04.2001 -
Part-Time Virtual Assistant
BelGlobal
2020 - 2023