Alain James Viscayno

Results-driven Virtual Assistant and Customer Service Professional with over 5 years of experience specializing in eCommerce support and operations. Proficient in managing multichannel communications, resolving complex escalations, and streamlining workflows to enhance customer satisfaction. demonstrated expertise in technical support platforms, including Shopify, Gorgias, Amazon, Walmart, and Zendesk. Proven track record of maintaining high quality assurance standards and driving operational efficiency in remote environments.

Virtual Assistant (Freelance) at Upwork (2022-11 – 2025-07)

• Provide comprehensive virtual assistance to US-based clients, managing daily administrative and operational tasks via email, chat, and phone.
• Administer online store operations including order processing, shipment tracking, and inventory monitoring to ensure seamless fulfillment.
• Address and resolve customer inquiries and concerns promptly, maintaining high service levels and positive client feedback.
• Utilize various project management and communication tools to coordinate tasks and maintain transparent workflow reporting.

Customer Support & QA Specialist at Awesome OS (eCommerce) (2020-02 – 2022-06)

• Delivered multi-channel support for MudWtr, a premier health and wellness brand, handling inquiries via email, chat, and phone through Zendesk and Gorgias.
• Managed end-to-end order lifecycles including processing refunds, returns, and complex exchange requests.
• Conducted Quality Assurance (QA) audits and provided targeted coaching to team members, resulting in improved service quality scores.
• Identified gaps in existing workflows and implemented process improvements that significantly reduced ticket escalations.
• Resolved high volumes of daily support tickets while maintaining strict adherence to response time SLAs.

Quality Assurance Specialist at Penong's Franchise Corp. (2019-03 – 2020-01)

• Monitored and enforced quality control standards across multiple restaurant franchise branches in Davao City.
• Developed and conducted quarterly food safety lectures and training sessions to ensure compliance with company sanitation standards.
• Audited operational procedures to maintain brand consistency and product quality.

Customer Service Representative (Tier 2 Billing) at Teleperformance (2017-11 – 2019-02)

• Managed Tier 2 billing escalations, resolving complex account discrepancies and payment issues while ensuring adherence to company policies.
• Provided inbound and outbound support for technical and service-related inquiries in a high-volume call center environment.
• Maintained professionalism under pressure, consistently meeting resolution rate targets and customer satisfaction metrics.

Production Supervisor at Zummit Foods Corp. (Minute Burger) (2016-05 – 2017-06)

• Supervised daily operations of a food production team, managing scheduling, payroll, and workforce coordination.
• Oversaw raw material ordering and daily inventory levels to ensure consistent production flow and minimize shortages.
• Implemented QA protocols to improve operational standards and ensure consistent product quality.

Bachelor of Science in Food Science and Technology – Philippine Women's College of Davao (2013-03 – 2016-04)