Anna Andrea Tejada
Email/Chat Specialist
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About
Highly motivated and experienced customer support professional, skilled in resolving customer inquiries, providing assistance, and ensuring customer satisfaction. Skilled at communication, problem-solving, and working in fast-paced environments. Seeking a challenging role where I can utilize my skills and experience to contribute to the success of the organization.
Experience
Email/Chat Specialist at Help Flow (2023-09 – 2025-01)
Accounts: PlugTech (gadgets e-commerce) and Mash (liquor ecommerce). Industry: E-commerce Support / Technology Customer Service
- Provided email and chat support to customers, resolving inquiries related to online orders.
- Maintained detailed and accurate records of customer interactions and resolutions.
- Collaborated with team members to ensure efficient and effective customer service delivery.
- Platforms utilized: Gorgias, Intercom, Shopify, LastPass, Workday, Asana and Slack.
Apple Chat Specialist at Concentrix (2020-06 – 2023-01)
Account: Apple. Industry: Technology / E-commerce Customer Support
- Provided chat-based support to Apple customers, resolving inquiries related to online orders.
- Achieved a 90% average customer satisfaction rating.
- Maintained detailed and accurate records of customer interactions and resolutions.
- Collaborated with team members to ensure efficient and effective customer service delivery.
- Platforms utilized: Toolkit, Prism, LastPass and WebEx.
Telemarketer at Day Trading Academy Philippines (2019-06 – 2019-11)
Industry: Education (Forex Training)
- Called leads and scheduled them for trading workshops (Outbound).
- Sent email and SMS reminders regarding upcoming events.
- Captured guest details via email and phone.
- Offered advanced courses to delegates.
- Platforms utilized: Google spreadsheet and soft phone.
Telemarketer at LTT Smartchart Consulting Inc. (2015-05 – 2019-02)
Industry: Education (Forex Training)
- Called leads and scheduled them for Forex workshops (Outbound).
- Sent email reminders regarding upcoming events.
- Captured guest details via email and phone.
- Platforms utilized: Salesforce and X-lite soft phone.
Technical Support at Sutherland Global Services (2013-04 – 2015-04)
Account: Lenovo. Industry: Technology Customer Support
- Answered incoming calls regarding warranty claims (Inbound).
- Troubleshooted laptop and desktop issues.
- Offer extended warranties.
- Platforms utilized: CRM and Avaya hard phone.
Technical Care Customer Support at Convergys (2010-10 – 2013-03)
Account: AT&T High Speed Internet. Industry: Technical Support
- Answered incoming calls regarding internet issues (Inbound).
- Followed workflow tool for scripts and troubleshooting.
- Scheduled technician appointments.
- Platforms utilized: CRM, iWFT and Avaya hard phone.
Education
Medical Transcription – MTC Academy (2007 – 2008)
BS in Nursing – Far Eastern University (2004 – 2006)
– Occ. Mindoro National High School (2000 – 2004)
– St. Mary's College, Q.C. (1994 – 2000)
