SHAIRALEN BALONGKIT
CS/TECHNICAL SUPPORT-SHOPIFY MERCHANT ADVISOR
Cebu City
Summary
I am organized and dependable candidate which is successful at managing multiple priorities with a positive attitude. I am passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Making sure to enhance customer experiences by understanding customer desires and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
Work History
Senior Customer Support Representative
Audien Hearing
03.2024 - Current
- Streamlined support processes for improved efficiency and faster response times to customer concerns.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Reduced customer complaints by providing consistent and high-quality support services.
Merchant Support Advisor
Intouch Cx
01.2022 - 01.2023
- Company Overview: Shopify Account
- Offered advice and assistance to merchants, paying attention to special needs or wants.
- Maintained up-to-date knowledge of product offers and service changes.
- Chat/Email and Phone Support. Zendesk tool.
- Shopify Account
Technical Support Representative
Sykes
01.2019 - 01.2022
- Company Overview: Google Account
- Actively listened to customers, fondled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Chat and Phone, Speakeasy tool.
- Google Account
Customer Service Representative
Eperformax
01.2018 - 01.2019
- Company Overview: eBay Account for Escalations
- Recommended solutions to complex situations through research and critical thinking and escalated buyer/seller to tier 3 for enhanced support.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- EBay Account for Escalations
Technical Support Representative
Convergys
01.2017 - 01.2018
- Company Overview: Century Link Account - ISP
- Responded to customer inquiries and provided technical assistance over phone.
- Translated complex technical issues into digestible language for non-technical users.
- AVAYA phone
- Century Link Account - ISP
Technical Support Representative
Teleperformance
01.2016 - 01.2017
- Company Overview: Telstra Account - ISP
- Diagnosed and troubleshoot and network issues
- Collaborated with supervisor to escalate and address customer inquiries or technical issues.
- AVAYA phone
- Telstra Account - ISP
Education
College Undergraduate -
University of The Visayas
Cebu City 01.2015 - 01.2016
Skills
Empathy and patience
Client retention strategies
Exceptional communication
undefinedTimeline
Senior Customer Support Representative
Audien Hearing
03.2024 - Current
Merchant Support Advisor
Intouch Cx
01.2022 - 01.2023
Technical Support Representative
Sykes
01.2019 - 01.2022
Customer Service Representative
Eperformax
01.2018 - 01.2019
Technical Support Representative
Convergys
01.2017 - 01.2018
Technical Support Representative
Teleperformance
01.2016 - 01.2017
College Undergraduate -
University of The Visayas
01.2015 - 01.2016
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