April May Tamba

Customer Support and Customer Success Specialist with 5+ years of experience supporting SaaS platforms, technology products, Shopify-based eCommerce brands, subscription services, and U.S.-based customers. Experienced in customer relationship management, technical troubleshooting, account and billing support, subscription management, CRM/ticket management, customer education, issue resolution, and crossfunctional escalation. Proven ability to manage high-volume support environments while maintaining 90%+ CSAT and FCR, identifying customer needs, supporting retention, and delivering solutions-focused service in remote environments.

Customer Support Specialist - Bentkey Services LLC. - Remote

(2024-11)

• Manage 50-100+ daily Zendesk tickets and customer inquiries through live chat and email, prioritizing work by urgency, business and customer impact, deadlines, following established SOP's, workflows while maintaining service quality.
• Maintained 90%+ CSAT and 90%+ FCR while handling live chat and email support with an average handling time (AHT) of 10 minutes or less, consistently delivering accurate, empathetic, and efficient resolutions across multiple e-commerce brands and a U.S.-based subscription streaming service.
• Guided customers through account setup, product features, subscription options, and troubleshooting procedures, ensuring they understood available solutions and could effectively use the service.
• Identified customer needs and recommended relevant membership, subscription, and product options while resolving concerns and supporting customer retention.
• Provided end-to-end customer, technical, and account management support for a subscription-based streaming service across web, mobile app, and TV platforms, troubleshooting login issues, account access, subscription inquiries, streaming errors, and playback performance.
• Educated customers on software features, account settings, subscription options, troubleshooting procedures, and best practices to improve product adoption and successful issue resolution.
• Prioritized accuracy and quality over speed when processing account, billing, subscription, and customer information by performing data validation and quality checks, following SOPs, verifying account ownership, correcting non-billing information errors, investigating duplicate records, and documenting actions before completing, resolving, or escalating requests.
• Built positive customer relationships by understanding individual needs, providing personalized solutions, and communicating clearly throughout the support process.
• Supported multiple Shopify e-commerce brands, demonstrating adaptability, cross-brand expertise, and the ability to manage diverse products, policies, and operational workflows.
• Support Shopify order operations including updates, shipping inquiries, returns, exchanges, replacements, cancellations, and Recharge subscription management; respond to App Store, Google Play, and social-media platforms concerns with appropriate resolution or escalation while maintaining a professional brand voice.
• Maintain detailed case records, follow SOPs and business rules, escalate complex issues with complete context, and communicate clearly across teams through Slack and internal tools to support seamless resolution.
• Independently owned and investigated recurring website, mobile app, and connected-TV issues in a remote environment by reproducing reported behavior, documenting affected devices, app versions, symptoms, and troubleshooting steps, proactively sharing findings and workarounds with internal teams, and following through with affected users through resolution.
• Resolved customer complaints with empathy and professionalism, identifying root causes and providing solutions that strengthened customer trust and loyalty.
• Demonstrated strong organizational and time-management skills by providing customer and technical support across multiple Shopify e-commerce stores and a subscription-based streaming service simultaneously while consistently meeting productivity, quality, and customer satisfaction KPIs.

Customer Service Associate - Conduent Business Services Philippines Inc - Pasay, Metro Manila, Philippines

(2020-10 - 2024-11)

• Supported 100+ daily live-chat inquiries for SaaS applications and Apple software, maintaining 90%+ CSAT and 90%+ Issue Resolution while managing 3-4 concurrent chats and an average handling time of 5 minutes or less.
• Provided application and technical support across Apple Music, Apple TV, App Store, Apple ID, iCloud, iOS, iPadOS, macOS, and tvOS, diagnosing software, account, synchronization, installation, update, and connectivity issues.
• Guided customers through step-by-step Tier 1 troubleshooting using internal documentation and established SOPs; exhausted applicable procedures before exercising judgment to escalate to Tier 2 or the appropriate department.
• Performed account, identity, and credential validation before account-access assistance or changes, following strict security and privacy requirements and ensuring accurate, appropriately authorized support.
• Documented customer information, issue symptoms, troubleshooting performed, results, and next steps before escalation, enabling receiving teams to begin investigation without requiring customers to repeat completed steps.
• Resolved Apple service subscription and billing requests involving Apple Music, Apple TV+, iCloud+, App Store purchases, renewals, cancellations, refunds, payment methods, disputed transactions, and unauthorized purchases.
• Managed Apple ID support including account recovery, password resets, two-factor authentication, email updates, purchase history, data migration, and iCloud backup and restore; coordinated repair and replacement cases, appointments, estimates, and status updates.
• Selected by hiring teams and team leads to mentor 3-4 newly hired support specialists through side-by-side onsite coaching and remote Microsoft Teams sessions, reinforcing troubleshooting, account security, documentation, SOP, and escalation practices.
• Built positive customer relationships by understanding individual needs, providing personalized solutions, and communicating clearly throughout the support process.
• Supported multiple Shopify e-commerce brands, demonstrating adaptability, cross-brand expertise, and the ability to manage diverse products, policies, and operational workflows.
• Support Shopify order operations including updates, shipping inquiries, returns, exchanges, replacements, cancellations, and Recharge subscription management; respond to App Store, Google Play, and social-media platforms concerns with appropriate resolution or escalation while maintaining a professional brand voice.
• Maintain detailed case records, follow SOPs and business rules, escalate complex issues with complete context, and communicate clearly across teams through Slack and internal tools to support seamless resolution.
• Independently owned and investigated recurring website, mobile app, and connected-TV issues in a remote environment by reproducing reported behavior, documenting affected devices, app versions, symptoms, and troubleshooting steps, proactively sharing findings and workarounds with internal teams, and following through with affected users through resolution.
• Resolved customer complaints with empathy and professionalism, identifying root causes and providing solutions that strengthened customer trust and loyalty.
• Demonstrated strong organizational and time-management skills by providing customer and technical support across multiple Shopify e-commerce stores and a subscription-based streaming service simultaneously while consistently meeting productivity, quality, and customer satisfaction KPIs.

IT Department Intern - Cavite State University Imus Campus - Imus, Cavite, Philippines

(2019-06 - 2019-07)

• Set up computer software, hardware, and peripherals; troubleshot issues to enhance operational efficiency.
• Entered and encoded documents using Microsoft Office applications, ensuring accurate recordkeeping.
• Edited graphics, videos, and audio files for various projects.
• Assist faculty with student enrollment.
• Coordinated schedules and maintained calendar reminders for team meetings.

Bachelor of Science - Information Technology - Cavite State University Imus Campus (2020-01)