RETAIL SUPPORT SPECIALIST at Digistore24 (2025-02 – Present)
- Managed customer inquiries via email (refunds, cancellations, subscriptions, orders) with timely, one-time resolutions.
- Delivered empathetic, professional support while ensuring high customer satisfaction and meeting KPIs.
- Utilized CRM tools (Zendesk) to track cases and streamline communication.
- Collaborated with team and management to improve processes and enhance service quality.
RETAIL SUPPORT SPECIALIST at Merchbar (2022-09 – 2025-05)
- Assisted customers with inquiries and issues related to orders via email, ensuring a prompt and accurate resolution of concerns.
- Managed order tracking, updates, and customer satisfaction metrics, consistently meeting service level agreements.
- Collaborated with team members to streamline email communication processes, resulting in improved response times.
CUSTOMER SERVICE ASSOCIATE at Accenture (2021-07 – 2022-07)
- Filed and processed disability claims, ensuring accurate and timely documentation and communication with clients.
- Assisted clients in navigating the claims process and provided clear information regarding requirements and procedures.
- Worked closely with internal departments to resolve claim-related issues efficiently, maintaining a high level of professionalism.
ESCALATION SUPERVISOR at AMZ (2018-12 – 2021-05)
- Supervised a team of customer service representatives, handling escalated calls related to orders and deliveries.
- Developed strategies to address and resolve complex customer issues, improving overall customer satisfaction ratings.
- Trained and mentored team members, enhancing their skills in handling difficult situations and maintaining service standards.
- Coordinated with logistics and operations teams to ensure timely and accurate order fulfillment.
MEDIA WRITER at iStaff.ph (2018-05 – 2018-09)
- Listened to radio news broadcasts and transcribed content into written news articles, ensuring accuracy and clarity.
- Collaborated with editorial teams to deliver high-quality written content within tight deadlines.
- Developed strong attention to detail and listening skills, contributing to accurate news reporting.
