Alessandra Maquinad

E-commerce and Customer Support Professional with nearly five years of experience supporting international customers and marketplace operations. Experienced in reviewing and validating product information, checking marketplace compliance, investigating seller and listing issues, and managing cases across multiple systems. Hands-on experience using Walmart Seller Center to review seller information, order history, and performance, along with Salesforce, Jira, Reach, IRIS, Excel, and Google Sheets.

Detail-oriented and organized, with strong problem-solving skills and the ability to manage multiple cases and priorities independently.

Back Office Representative – Walmart Marketplace - ECE Contact Centers

(2025-07 - 2026-07)

• Reviewed and validated Walmart Marketplace product listings for accuracy, completeness, and compliance with marketplace requirements.
• Checked product descriptions, attributes, images, and other listing information against established guidelines and submitted or referred issues for correction when requirements were not met.
• Used Walmart Seller Center to review seller information, order history, and performance data when investigating listing and seller-related concerns.
• Investigated listing discrepancies and created or referred cases through Jira, Reach, and IRIS, ensuring issues were accurately documented and routed to the appropriate teams.
• Maintained Google Sheets and Excel trackers to monitor case status, follow-ups, and workflow progress.
• Collaborated with internal teams through Slack and Microsoft Teams to coordinate case handling and ensure timely follow-up.

Customer Service Representative - IntouchCX

(2024-06 - 2025-07)

• Provided customer support through email, responding to inquiries and resolving product and service concerns.
• Processed customer requests, including refunds and replacement concerns, while following established procedures.
• Investigated customer issues and coordinated with internal teams when additional assistance was required.
• Maintained accurate customer records and documented interactions and resolutions in Salesforce CRM.
• Managed multiple customer cases while maintaining timely responses and professional written communication.

Third Party Collection Specialist - Transworld Systems Customer Services Philippines LLC

(2023-05 - 2024-06)

• Contacted customers regarding outstanding balances and negotiated payment arrangements professionally.
• Updated, reviewed, and maintained accurate customer records while documenting account activities and ensuring compliance with company procedures.
• Ensured compliance with company policies and collection procedures.
• Delivered professional customer service while consistently meeting productivity and quality standards.

Account Associate - VXI Global Holdings Inc.

(2021-03 - 2023-05)

• Assisted U.S. customers with mobile, internet, television, telephone, billing, and account-related concerns through voice support.
• Responded to customer inquiries, identified needs, and provided appropriate information and solutions while maintaining a professional and empathetic approach.
• Processed service requests, account updates, and service additions while ensuring accurate customer information.
• Maintained accurate customer records and documented interactions using CRM systems.
• Navigated multiple systems while handling customer concerns and consistently meeting quality and performance standards.

Bachelor of Science - Computer Engineering - Polytechnic University of the Philippines – Open University System (PUP OUS) (2025)

Senior High School - Novaliches High School (2019 - 2021)

Junior High School - Novaliches High School (2015 - 2019)