April May Tamba

Customer Support and Technical Support Specialist with over 5 years of experience supporting SaaS platforms and nearly 2 years supporting Shopify-based DTC eCommerce brands and subscription services. Skilled in live chat and email support, software troubleshooting, account management, billing, subscriptions, and order management. Recognized for maintaining 90%+ Customer Satisfaction (CSAT) and First Contact Resolution (FCR) while delivering empathetic, solutions-focused support in fast-paced remote environments.

Customer Support Specialist at Bentkey Services LLC. (2024-11 – Present)

• Support 50–100+ customer inquiries daily through live chat and email using Zendesk handling approximately 50+ interactions during off-peak periods and 100+ inquiries during peak seasons while maintaining high service quality.
• Maintain a 90%+ Customer Satisfaction (CSAT) score by delivering empathetic, accurate, and customer-focused support across multiple e-commerce brands and US-based subscription streaming service.
• Maintain a 90%+ First Contact Resolution (FCR) rate by efficiently identifying customer needs and resolving issues without requiring follow-up whenever possible.
• Consistently maintain an average handling time (AHT) of 10 minutes or less across both live chat and email support while ensuring accuracy and quality.
• Supported multiple Shopify e-commerce brands under a U.S.-based media company, demonstrating adaptability, cross-brand expertise, and the ability to manage diverse products, policies, and operational workflows.
• Helped improve customer retention by recommending appropriate membership and subscription solutions based on customer needs while resolving concerns that could lead to cancellations.
• 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.
• Resolve billing concerns involving digital subscriptions, renewals, payment methods, past-due balances, gift membership redemption and refund requests using Recurly and internal support tools
• Managed Shopify customer support including order updates, shipping inquiries, refunds, returns, exchanges, replacements, cancellations, and Recharge subscription management while ensuring accurate documentation.
• Provided customer support for a subscription-based SaaS platform, assisting customers with account management, billing, subscriptions, technical troubleshooting, and streaming access across web, mobile, and smart TV applications.
• Responded to customer reviews across the App Store and Google Play Store, maintaining a professional brand voice while identifying technical and account-related concerns and directing customers to the appropriate support channels for app, website, and connected TV troubleshooting.
• Responded to customer inquiries across Facebook, Instagram, TikTok, X, and YouTube while maintaining brand voice and providing timely resolutions or appropriate escalations.
• Maintained detailed customer records, followed established SOPs, escalated complex issues when needed, and ensured seamless communication across teams using Slack
• Resolved customer complaints with empathy and professionalism, identifying root causes and providing solutions that strengthened customer trust and loyalty.
• Demonstrated strong organizational and multitasking skills by providing customer 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 at Conduent Business Services Philippines Inc (2020-10 – 2024-11)

• Supported 100+ customer inquiries daily via live chat, delivering prompt, accurate, and customer-focused technical support for SaaS applications and Apple software.
• Maintained 90%+ Customer Satisfaction (CSAT) and 90%+ Issue Resolution (IR) by accurately diagnosing software, account, and subscription issues during the initial interaction.
• Consistently achieved an average handling time (AHT) of 5 minutes or less while managing 3–4 simultaneous live chat conversations and meeting quality and productivity metrics.
• Provided technical support for Apple's software ecosystem, including Apple Music, Apple TV, App Store, Apple ID, iCloud, iOS, iPadOS, macOS, and tvOS, resolving software, account, synchronization, installation, update, and connectivity issues.
• Guided customers through step-by-step troubleshooting for software updates, application performance, login issues, device settings, account synchronization, and connectivity across Apple devices.
• Resolved subscription and billing inquiries for Apple services, including Apple Music, Apple TV+, iCloud+, App Store purchases, renewals, cancellations, refunds, payment methods, disputed transactions, and unauthorized purchases.
• Managed Apple ID account support, including account recovery, password resets, two-factor authentication, email updates, purchase history, data migration, and iCloud backup and restore while adhering to security and privacy standards.
• Coordinated repair and replacement requests by providing repair cost estimates, scheduling service appointments, creating repair cases, tracking repair progress, and communicating status updates.
• Documented customer interactions, maintained accurate case records, and collaborated with cross-functional teams to ensure timely issue resolution.

IT Department Intern at Cavite State University Imus Campus (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 record-keeping.
• 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 in Information Technology – Cavite State University Imus Campus (2016-08 – 2020-07)