Joanne Roldan
Customer Support Specialist | E-commerce & SaaS Support
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About
Customer Support Specialist with 9+ years of experience in e-commerce, SaaS, and BPO environments, supporting customers across chat, email, and phone. Proven track record of maintaining high CSAT, resolving high-volume tickets, and leading teams to exceed KPIs. Experienced in Shopify, Gorgias, and Intercom, with strong expertise in escalations, workflow improvement, and team coaching.
Experience
Customer Support Specialist II - Arbor Home
(2025-01)
- Handled 80–120 customer inquiries daily via chat, email, and phone
- Maintained high CSAT and met strict SLA targets consistently
- Managed customer interactions using Gorgias, Intercom, and Shopify
- Resolved complex issues and escalations with cross-team coordination
- Suggested workflow improvements to increase team efficiency
Coach / Operations Supervisor - Foundever
(2023-10 - 2025-12)
- Led and coached a team of 24 agents across chat, email, and voice support
- Monitored KPIs, SLAs, and QA metrics to drive performance improvements
- Conducted coaching sessions and performance reviews to increase productivity
- Reduced escalations and improved team quality through targeted coaching
- Served as escalation point for complex and high-priority issues
Chat Customer Service Representative - Foundever
(2016-02 - 2023-10)
- Managed high-volume chat support with strong response time and accuracy
- Delivered excellent service, contributing to improved customer retention
- Documented tickets and resolutions in CRM systems
- Consistently met and exceeded KPIs
Customer Service Representative - Sutherland Global Services
(2014-12 - 2015-12)
- Provided inbound phone and email support
- Resolved customer concerns efficiently while maintaining compliance
- Built strong customer relationships through effective communication
Education
Bachelor of Science - Secretarial Administration - Angeles University Foundation
