Emmanuel David Luat

Detail-oriented customer support professional with experience in e-commerce operations, dispute resolution, and quality assurance. Skilled at analyzing information, solving problems, and delivering accurate, customer-focused solutions in fast-paced environments. Complemented by self-directed training in Shopify store management and Amazon FBA fundamentals, with knowledge of product listing, inventory organization, and e-commerce best practices.

Eager to apply my analytical mindset, adaptability, and commitment to continuous learning to support business growth and operational excellence.

Customer Service & Technical Support Specialist – Automotive Services at Enshored (AutoNation Mobile Service) (Present)

• Serve as a primary point of contact for customers regarding mobile automotive repairs, diagnostics, and warranty-related inquiries.
• Interpret and communicate technical findings from repair technicians to customers in clear, accessible language.
• Draft and deliver professional email communications, including repair summaries, service updates, cost estimates, and warranty limitations.
• Facilitate scheduling and coordination between customers, technicians, and third-party warranty providers (e.g., SilverRock).
• Investigate and resolve customer concerns related to service quality, incorrect diagnoses, or denied warranty claims by reviewing service history and technician notes.
• Document customer interactions and service outcomes with precision to ensure clarity and accountability in repair orders.
• Identify unsupported services and provide guidance or referrals when work falls outside mobile service capabilities.

E-Commerce Resolution Specialist at TDCX Philippines (Client: ByteDance/TikTok Shop)

• Reviewed and resolved refund and return requests by analyzing evidence from buyers, sellers, and logistics partners.
• Applied platform policies and protocols to make fair, accurate, and unbiased decisions on disputes.
• Investigated transaction records, shipping details, and supporting documents to determine case outcomes.
• Assisted buyers and sellers by providing clear resolutions and maintaining a high standard of customer service.
• Maintained accurate case documentation while meeting quality and productivity targets.

Undergraduate in Bachelor of Science in Computer Engineering (Completed 3 years of coursework)