Christy Factor

Customer Support Specialist with 15+ years of experience delivering chat, email, and voice support across e-commerce, telecommunications, financial services, and software industries. Managed 45–55 customer tickets daily using Shopify and Zendesk over a 3+ year independent remote engagement, handling orders, returns, escalations, and account issues for a growing e-commerce brand. Promoted to Tier 3 at VXI Global Solutions through a decade of consistent top-tier service quality, managing the most complex customer concerns across multiple accounts.

Known for reliability, escalation ownership, and a customer-first approach that drives satisfaction and long-term retention.

E-Commerce Customer Support Specialist (Independent Contractor) at Sunshine Sisters (2022-05 – 2025-12)

• Handled 45–55 customer tickets daily via chat and email through Shopify, maintaining high resolution rates across order inquiries, shipping updates, and account issues.
• Processed returns, exchanges, and refunds using Shopify and ShipHero, ensuring accurate order records and seamless post-purchase experiences.
• Sustained customer-focused communication over 3+ years of remote engagement, supporting brand retention and repeat customer relationships for an independent e-commerce brand.

Customer Support Representative – Tier 3 at VXI Global Solutions (2012-02 – 2022-02)

• Advanced to Tier 3 through 10 years of consistent service excellence, handling the most complex escalations and technical support cases across multiple client accounts.
• Resolved high-complexity concerns in telecommunications, financial services, and software industries, maintaining full compliance with QA standards and SOPs throughout tenure.

Customer Service Representative at Teleperformance (2009-10 – 2011-10)

• Supported software and hotel reservation accounts via voice and email, managing 50+ daily customer interactions with consistent professionalism.
• Applied active listening and de-escalation techniques to resolve concerns efficiently, contributing to above-average customer satisfaction scores.

Bachelor of Science in Business Administration, Major in Management – Polytechnic University of the Philippines – Taguig (2008)