PERSH LUMADILLA
CUSTOMER SERVICE SPECIALIST/ VIRTUAL ASSISTANT
Silang
Summary
Dynamic English teacher with a proven track record in virtual assistance for a property management company, along with experience as a Customer Service Specialist at an international bank and in technical support for a fitness retail company. Recognized for reliability and flexibility, with strong expertise in customer service that drives satisfaction and loyalty. Adapts quickly to new challenges, consistently delivering high-quality results in fast-paced environments. Committed to fostering positive relationships and enhancing operational efficiency through effective communication and problem-solving skills.
Overview
9
9
years of professional experience
Work History
E-Commerce Customer Support Specialist
Skincare
04.2025 - Current
- Resolved customer inquiries through via email within 24 hours enhancing overall customer satisfaction and loyalty.
- Utilized CRM software to track customer interactions, ensuring accurate and timely responses.
- Collaborated with cross-functional teams to streamline order processing, improving efficiency in customer support.
- Trained new staff on e-commerce platforms and customer service best practices, fostering team development.
Virtual Assistant for Billing Department
5StarVAs
04.2025 - 04.2026
- Assist in processing payments and handle billing questions and disputes over the phone and via email.
- Coordinated billing inquiries and ensured accurate invoicing, leading to improved client satisfaction.
- Managed accounts receivable processes, streamlining operations and reducing billing discrepancies.
- Utilized billing software to track payments and generate reports, enhancing visibility of financial status.
- Assisted in the development of billing procedures, increasing operational efficiency and compliance.
Sr. Operations Representative/ Payment Officer
COPSSC
08.2018 - 12.2023
- Collect and process payments for credit cards for current and past due balances.
- Handle minimum of 60-65 inbound/outbound calls as a customer service support for US credit cards/ checking and savings (including online account troubleshooting, card benefits, and billing.
- Explain company policies for savings/checking and credit card laws and privacy laws relevant to the customers' needs and inquiries.
Email Support
Ibex Global
04.2017 - 06.2018
- Resolved customer inquiries efficiently, enhancing user satisfaction and loyalty through effective communication.
- Facilitated product replacements and coordinated shipping and returns for customer satisfaction.
- Trained new team members on best practices for email support, fostering a collaborative and knowledgeable environment.
- Managed email ticketing system to ensure timely responses and streamline workflow for support queries.
- Collaborated with cross-functional teams to create FAQs, addressing repetitive inquiries and improving user experience.
- Handle product replacements and shipping/ returns
Education
Bachelor in Secondary Education - English
College
Santa Rosa, Laguna, Philippines01-2017
Bulihan National High School
01-2012
Skills
E-commerce platform management
Order management
CRM software utilization
Customer inquiry resolution
Proficient in Xero accounting software
Proficient in English communication
Accomplishments
- TNPS elite quarter 2 for COPSSC core servicing
- CSAT monthly top performer for Ibex Global
Timeline
E-Commerce Customer Support Specialist
Skincare
04.2025 - Current
Virtual Assistant for Billing Department
5StarVAs
04.2025 - 04.2026
Sr. Operations Representative/ Payment Officer
COPSSC
08.2018 - 12.2023
Email Support
Ibex Global
04.2017 - 06.2018
Bachelor in Secondary Education - English
College
Bulihan National High School