Joanne Laureta

Support Specialist with 9 years of experience across customer service, B2B SaaS support, remote operations, and Tier 2 escalation management, supporting customers and clients across the US, Canada, Australia, and New Zealand. Strong background in email and chat support, complex issue resolution, high-sensitivity health, safety, legal, and VIP escalations, and CRM-based support workflows across Salesforce, HubSpot, Shape, and Zoho. Trusted to handle complex cases with sound judgment, clear written communication, accurate resolution, and consistent KPI and quality performance.

Delivers expert-level support and end-to-end escalation ownership that helps resolve difficult customer issues, reduce friction, and keep the customer experience reliable at scale.

CRM and Operations Assistant at Freelance (2025-03 – Present)

• Manage CRM records in Salesforce, HubSpot, Shape and Zoho for multiple clients, removing duplicate entries and standardizing data formats to improve pipeline accuracy and reporting reliability.
• Maintain clean, organized client and lead databases through deduplication, formatting and consistent naming conventions across platforms.
• Update tags, lead statuses and records so client pipelines stay accurate and actionable for follow up.
• Handle recurring administrative and data entry tasks for small business owners, keeping daily operations running without gaps.
• Manage social media seeding on Instagram to support digital marketing and outreach workflows.

Support Specialist and Professional Services Assistant at RepeatMD (2025-09 – 2026-02)

• Delivered daily B2B SaaS platform support for healthcare and wellness clients, resolving complex technical and account issues through email and chat.
• Served as the primary point of contact for escalated platform issues, coordinating with Product and Engineering teams to close escalations faster.
• Maintained clear case documentation that gave internal teams full context and reduced back and forth on open cases.
• Supported mobile app deployment projects by configuring Discovery, Rewards and Promotions features, helping clients go live on schedule.

Tier 2 Escalation Specialist, Email and Chat Support at TaskUs (2019-05 – 2025-01)

• Started as Chat Support Specialist handling email inquiries from customers and partner drivers related to orders, deliveries, refunds and disputes.
• Promoted to Tier 2 Escalation within the first year after consistently resolving sensitive cases that other agents could not close. Managed and resolved escalations involving health, safety, legal incidents, and VIP disputes, documenting every action clearly in internal tracking systems while maintaining a 95% quality score. Helped develop internal SOPs that reduced team resolution time by 15%.
• Coordinated with Tier 3 and internal teams on complex cases and documented all case activity in internal systems.
• Sustained performance recognition, earning Top Ranking Performer every quarter from 2021 to 2024, Top Teammate in 2020 and Perfect Attendance from 2019 to 2024.

Email and Back Office Support Specialist at Concentrix (2017-02 – 2018-12)

• Managed a high-volume email queue for customers and partner drivers covering account issues, refunds, delivery disputes and pay adjustments.
• Drove higher first contact resolution and customer satisfaction by delivering complete, clear answers on initial email responses.
• Maintained accurate case documentation across internal systems in line with quality and compliance standards.
• Earned Top Performer recognition in 2018 and Perfect Attendance 2017 to 2018.

Customer Service Representative at Expert Global Solutions / Alorica (2016-09 – 2016-12)

• Supported customers by phone and email on account setup, billing, subscriptions and order issues in a structured queue environment.
• Resolved retention and activation concerns by identifying root causes and offering practical solutions, contributing to team customer satisfaction targets.

Computer Shop Attendant at Bheeyolette Ihub (2010-04 – 2016-08)

Ran daily shop operations, customer service, basic technical support and printing services.

Production Worker at Styrotech Corporation (2014-11 – 2015-01)

Operated production machines and maintained quality control standards.

Production Worker at IQ Packaging System / Nestle NDC (2008-12 – 2009-05)

Labeled, packed and prepared items for shipment following production guidelines.

Conversion Agent at Scopeworks Asia (2008-08 – 2008-08)

Transcribed voicemails and recorded messages into structured written format with high accuracy.

Alternative Learning System Diploma – Department of Education, Philippines, Marilao Central (2008 – 2009)

Secondary Education – St. Paul College, Bocaue, Bulacan (2002 – 2005)