Russel John Gonzales
Customer Service Representative
Caloocan City,00
Summary
Results-driven professional with over 8 years of diverse experience in customer service, technical support, data analysis, content moderation, and social media management. Extensive background working with luxury brands, consistently delivering exceptional support across various communication channels, including phone, chat, email, and ticketing platforms. Equipped with remote work experience since 2020, demonstrating a flexible schedule and strong adaptability to any time zone. Committed to continuous learning, personal growth, and consistently delivering excellence in every interaction.
Overview
8
8
years of professional experience
24
24
Certification
Work History
Luxury Client Services Representative
Powerfront
02.2025 - Current
- Client Ticket/Chat Support.
- Ferrari Remote Concierge.
- Incident Report Management.
- Worked closely with QA testers, Implementation Specialists, and Account Managers to address and resolve bug reports.
CSR tier 2/Discord Content Moderator
SupportNinja
08.2022 - 12.2024
- Remote CSR for Digital Crypto/NFT Collectors on Candy.io.
- Client Collaboration (DC Comics, MLB, Netflix, WWE, Getty Images & many more)
- Discord Moderator Staff
Data Processing Analyst L1
SupportNinja
08.2022 - 12.2023
- Provided support to Dandy Digital Dental Lab by assisting dentists across all U.S. states in reviewing 3D mouth scans, evaluating dental design proposals, and confirming pricing details. Ensured accuracy and efficiency in the digital workflow, contributing to a seamless experience for both dental professionals and patients.
Music Data Curator
Viberate.com - Music Data Analytics
05.2022 - 10.2022
- Managed an extensive global database of musicians and artists, including detailed information on their tracks, venues, events, record labels, festivals, and social media presence. This involved maintaining accurate, up-to-date records, ensuring seamless integration of data, and supporting effective communication and promotional efforts within the music industry.
Data Processing Analyst
Bolton Remote (acquired by SupportNinja Inc.)
11.2021 - 08.2022
- Using Salesforce and Google Suite, I process and organize large datasets for accuracy and efficiency, enrich databases, and structure data from various sources. My attention to detail and analytical skills enhance data quality, supporting informed decisions and exceptional service in the beauty and wellness sector
Senior Chat/Messaging Support
Conduit Global - KGB Philippines
02.2020 - 05.2021
- Led the Verizon Messaging team, assisting customers with inquiries related to billing, usage, data, device purchases, trade-ins, buyouts, international charges, and postpaid plans.
Email Live Support Specialist
Telus International Philippines
04.2019 - 01.2020
- Supported BIRD e-scooters in the US and EMEA regions through Zendesk ticketing and live email. Additionally, received cross-training in three business lines : Charger, Rider, and Image teams.
Food and Beverage Staff
ATANA Hotel
10.2017 - 02.2019
- Worked as a versatile F&B staff member at a 4-star hotel in Al Barsha, Dubai, UAE, handling various roles including Barista, Bartender, Piano Lounge Attendant, Pool Bar Attendant, Room Service, and Shisha Lounge Attendant.
Technical Support Associate
Sykes Asia Inc.
05.2016 - 10.2016
- Managed operations at CenturyLink, a telecommunications provider offering high-speed internet, fiber, voice, phone, and TV services to residential and small business customers.
CSR/TSR
TTEC
10.2015 - 02.2016
- Managed Verizon Wireless accounts, specializing in their triple-play bundle services - high-speed internet, digital TV, and voice. This role involved handling customer inquiries, troubleshooting issues, and providing support for all aspects of the bundle.
Hybrid Agent/Retention Specialist
Convergys
03.2015 - 08.2015
- Managed Dish Network accounts, demonstrating expertise in customer service and technical support, which led to a promotion to the Loyalty and Retention department.
Customer Service Associate
Concentrix Daksh Services Philippines Corporation
11.2014 - 03.2015
- Managed support for Amazon's retail program and seller services, handling customer inquiries, resolving issues, and assisting sellers in enhancing their platform experience.
Education
Bachelor's Degree - Marketing Management
Metro Manila College
Manila, Metro Manila, Philippines03.2014
BS - Information Technology
Colegio De Sta Teresa De Avila Foundation
Manila, Metro Manila, Philippines12.2010
Skills
- AI Chatbot Integration for Customer Experience
- AI-Powered Website Building & AI-Driven Web Design
- Amazon FBA
- Analytical Skills
- B2B Outbound Lead Generation
- Canva
- Content Moderation (Discord Mod)
- CRM (HubSpot, Salesforce, Zendesk, etc)
- Data Analysis
- Data Curation
- Data Parsing
- Data Processing
- 3D Scan Interpretation & Quality Control in Digital Dental Systems
- Google Suite
- Incident Report Management
- Luxury Brand Management
- Microsoft 365
- Music Data Analytics
- NFT/Cryptocurrency
- Omnichannel Support (chat, email, messaging, phone, and ticketing)
- Project Management (Asana, Mondaycom, Clickup, Notion, Trello, Wrike, etc)
- SEO
- Shopify Platform Management
- Social Media Management
- Social Media Marketing
- Tech Support
- Wellness Industry Knowledge
Certification
https://drive.google.com/drive/folders/1HZ_O6W37SCjURaeAiqt_JHBb5GDdPpsF?usp=sharing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Luxury Client Services Representative
Powerfront
02.2025 - Current
Data Processing Analyst L1
SupportNinja
08.2022 - 12.2023
CSR tier 2/Discord Content Moderator
SupportNinja
08.2022 - 12.2024
Music Data Curator
Viberate.com - Music Data Analytics
05.2022 - 10.2022
Data Processing Analyst
Bolton Remote (acquired by SupportNinja Inc.)
11.2021 - 08.2022
Senior Chat/Messaging Support
Conduit Global - KGB Philippines
02.2020 - 05.2021
Email Live Support Specialist
Telus International Philippines
04.2019 - 01.2020
Food and Beverage Staff
ATANA Hotel
10.2017 - 02.2019
Technical Support Associate
Sykes Asia Inc.
05.2016 - 10.2016
CSR/TSR
TTEC
10.2015 - 02.2016
Hybrid Agent/Retention Specialist
Convergys
03.2015 - 08.2015
Customer Service Associate
Concentrix Daksh Services Philippines Corporation
11.2014 - 03.2015
Bachelor's Degree - Marketing Management
Metro Manila College
BS - Information Technology
Colegio De Sta Teresa De Avila Foundation
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