SYREN SAMSON
Davao City
Summary
Personable and dedicated Customer Support Specialist with extensive experience in the e-commerce industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialising in quality, speed and process optimisation. Knowledgeable about industry standards with strong skill in retaining product and service information to provide effective issue resolution.
Overview
9
9
years of professional experience
Work History
Email Support
Golf Anything
12.2020 - 05.2024
- Worked with team members to improve email support strategies, enhancing customer experiences.
- Responded to written inquiries from customers ranging from account to order issues.
- Coordinated with other departments to resolve customer issues via Slack.
- Suggested process improvements to streamline workflows in the email support department.
- Reached out to warehouse personnel for shipment issues.
Email Support
TM Essentials
06.2020 - 01.2024
- Attended to incoming enquiries within target timeframes
- Responded to customer emails with accurate, professional replies
- Met demands of high-volume customer enquiries and exceeded performance targets
- Reviewed submitted complaints and prioritized responses by submission time or other factors
- Remained calm under pressure to handle customer complaints and solve problems
- Maintained working knowledge of available products and services for enhanced customer service
- Established positive rapport with customers through various channels
- Processed refunds, exchanges and service requests for customers
Loss Prevention
GogoGrandparent
05.2018 - 12.2020
- Stayed current on policies, procedures and standards to offer optimal support
- Listened to individual complaints with open mind and asked detailed questions to understand issues
- Kept detailed records of customer interactions for future reference
- Followed scripts and processes to uphold brand standards
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement
- Built rapport with customers through courteous and professional communications
- Maximised customer satisfaction by resolving service issues promptly
Email Support / Team Manager
ResolvedCX
11.2018 - 12.2019
- Supervised and delegated tasks to agents to meet key productivity targets
- Built and maintained relationships with team, increasing motivation and team spirit
- Listened to team members' feedback and proactively addressed concerns
- Monitored team performance, ensuring compliance with guidelines and regulations
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction
- Processed and issued product orders and service upgrades for customers
- Addressed customer service enquires quickly and accurately
Customer Service Representative
Uber
08.2015 - 02.2018
- Self-managed workload in high-pressure, fast-paced environment, delivering on all KPIs and targets
- Implemented a solution-focused customer care approach to maintain client satisfaction
- Expertly handled all call situations, following internal policy for incidents
- Addressed complaints, questions and information requests, finding resolutions or escalating to supervisor as required
- Helped wide variety of people and queries in helpful and courteous manner, handling various needs of customers
- Kept polite, friendly and helpful manner to provide exceptional customer service
Education
Bachelor of Science - Secondary Education
University of The Immaculate Conception
01-2015
Skills
- Customer Communications
- Complaint Resolution
- Product Knowledge
- Policy Assimilation
- Inventory Management
- Process Optimisation
- Customer Needs Analysis
- Zendesk
- Order Processing
- Energetic Work Ethic
- Results Oriented
- Query Resolution
- Live Chat Support
- Invoice Processing
- Order Fulfilment
- Adaptive Team Player
- 70 WPM Typing Speed
- Remote Teamwork
- Active Listening
- Multi-Tasking
- Slack
- Gorgias
- Shopify
- Shipstation
Timeline
Email Support
Golf Anything
12.2020 - 05.2024
Email Support
TM Essentials
06.2020 - 01.2024
Email Support / Team Manager
ResolvedCX
11.2018 - 12.2019
Loss Prevention
GogoGrandparent
05.2018 - 12.2020
Customer Service Representative
Uber
08.2015 - 02.2018
Bachelor of Science - Secondary Education
University of The Immaculate Conception
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