Syren Samson
Davao City
Summary
Dedicated Customer Support Specialist with extensive e-commerce experience. Positive team player skilled in building client rapport, ensuring customer satisfaction, and driving company success. Expertise in quality, speed, and process optimization. Knowledgeable of industry standards with strong problem-solving abilities for effective issue resolution.
Overview
10
10
years of professional experience
Work History
Email Support | Part-Time
Heroes
06.2025 - Current
- Quick to learn and adapt to new environments
- Strong time management and task prioritization
- Assisted customers with order status, product inquiries, warranty claims, returns, exchanges, cancellations, refund requests, replacement orders for damaged or missing items, and collaboration requests
Team Leader
Catalyze-X | Pura
08.2024 - 05.2025
- Set clear performance goals and provided ongoing feedback to drive results
- Built strong, collaborative relationships to resolve team issues efficiently
- Boosted productivity through optimized workflows and performance reviews
- Offered timely support to keep team members focused and engaged
- Delivered targeted coaching to enhance individual performance
Customer Care
Catalyze-X | Pura
05.2024 - 07.2024
- Assisted customers via phone with product inquiries, order issues, order replacements, returns, exchanges, technical support, subscription management, and account updates
- Consistently met QA and CSAT targets
- Delivered upbeat, polite, and friendly service to ensure customer satisfaction
Email Support
Golf Anything
12.2020 - 05.2024
- Collaborated with team to improve email support strategies and customer experience
- Handled written inquiries related to accounts and orders
- Coordinated with departments via Slack to resolve customer issues
- Suggested workflow improvements to streamline email support
- Liaised with warehouse team to address shipment concerns
Email Support
TM Essentials
06.2020 - 01.2024
- Responded to emails with accurate and professional communication
- Exceeded performance targets in a fast-paced environment
- Prioritized and addressed complaints based on urgency
- Maintained strong product knowledge to support customers
- Processed refunds, exchanges, and service requests efficiently via chat and email
Loss Prevention
GogoGrandparent
05.2018 - 12.2020
- Stayed up-to-date on policies and procedures to provide accurate support
- Actively listened and asked questions to understand and resolve customer issues
- Maintained detailed records of customer interactions
- Followed scripts and protocols to ensure brand consistency
- Built rapport through courteous, professional communication
- Resolved service issues promptly to maximize customer satisfaction
Email Support | Account Manager
ResolvedCX
11.2018 - 12.2019
- Supervised and delegated tasks to meet productivity goals
- Fostered team motivation through strong relationship-building
- Proactively addressed team concerns based on feedback
- Monitored performance to ensure compliance with regulations
- Resolved service complaints and inquiries to ensure customer satisfaction
- Handled customer emails with accuracy and efficiency
Customer Service Representative
Uber
08.2015 - 02.2018
- Managed workload independently in a fast-paced, high-pressure environment, consistently meeting KPIs
- Applied solution-focused approach to maintain customer satisfaction
- Handled all call types in line with internal policies
- Resolved complaints and inquiries, escalating when necessary
- Assisted diverse customers with professionalism and care
- Delivered exceptional service with a polite and friendly attitude
Skills
- Remote Collaboration (Slack, Zoom, Google Meet)
- CRM Tools: Kustomer, eDesk, Zendesk, Gorgias
- Platforms: Shopify, ShipStation, Amazon Seller Central, Loop, ReCharge
- Typing Speed: 70 WPM
- Customer Communication
- Complaint Resolution
- Product & Policy Knowledge
- Order & Inventory Management
- Process Optimization
- Results-Oriented with Strong Work Ethic
- Adaptive Team Player
- Active Listening & Multi-Tasking
References
Catalyze-X | Account and Training Manager
Rosie So
📧 rosie@catalyze-x.com
Pura (Catalyze-X) | Manager
Haley Nielsen
📧 haley@pura.com
Golf Anything | Manager
Kean Miller
📧 keanmiller65@yahoo.com
TM Essentials | CEO
Debbie Wuoti
📧 dwuoti@gmail.com
Timeline
Email Support | Part-Time
Heroes
06.2025 - Current
Team Leader
Catalyze-X | Pura
08.2024 - 05.2025
Customer Care
Catalyze-X | Pura
05.2024 - 07.2024
Email Support
Golf Anything
12.2020 - 05.2024
Email Support
TM Essentials
06.2020 - 01.2024
Email Support | Account Manager
ResolvedCX
11.2018 - 12.2019
Loss Prevention
GogoGrandparent
05.2018 - 12.2020
Customer Service Representative
Uber
08.2015 - 02.2018
Similar Profiles
Sharon JonesSharon Jones
Program Coordinator at HEROESProgram Coordinator at HEROES
Sylvia RussellSylvia Russell
Direct Support Professional at HEROESDirect Support Professional at HEROES
Errol LoganErrol Logan
Executive Director at The Heroes Journey IncExecutive Director at The Heroes Journey Inc
Dante RollonDante Rollon
Fitter Machinist at Wilhelmsen Smith bell manning IncFitter Machinist at Wilhelmsen Smith bell manning Inc
Jaime Cabanit JrJaime Cabanit Jr
Homebased Sales Manager/ Virtual Assistant at Oxford and Regent Street IncHomebased Sales Manager/ Virtual Assistant at Oxford and Regent Street Inc