Virtual Assistant / Team Lead
(2021-11 - 2026-05)
- Team Leadership & Tool Management: Managed a Customer Support team and streamlined workflows using Zendesk, Zoho and Intercom to improve response times.
- Storefront Management: Optimized online store operations by migrating product details across Shopify and BigCommerce.
- End-to-End Support: Resolved complex orders, refunds, and replacements while acting as a liaison between customers, vendors, and logistics teams.
- Growth Operations: Managed inbox communications and appointment setting via SMS/Email for lead generation.
Customer Service Representative - IBEX Global Philippines
(2019-07 - 2021-07)
- E-commerce Specialist: Handled email and chat support for Sam's Club (US Wholesale and Retail).
- Returns Management: Managed the full return lifecycle, including order status tracking and dispute resolution.
- Conflict Resolution: Served as the primary liaison between customers and suppliers to resolve delivery and product issues.
Travel Consultant & Customer Support - IGT Global
(2021-12 - 2023-06)
- Global Account Management: Provided dedicated chat and email support for the American Airlines account.
- Logistics Coordination: Processed reservations, rebooked flights, and resolved passenger travel inquiries for a seamless experience.
Seasonal Support - DribbleUp (Sports & Subscription)
(2024-10 - 2026-01)
- Subscription Management: Handled inquiries regarding membership billing, app access, and subscription renewals for a sports-tech platform.
- Technical Troubleshooting: Assisted users with hardware and app connectivity issues to ensure a smooth training experience.
- High-Volume Support: Managed seasonal surges in ticket volume while maintaining high customer satisfaction scores.
