Joanne Roldan

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.

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

Bachelor of Science - Secretarial Administration - Angeles University Foundation