Joyce Abareta

Customer Support Specialist with 7+ years of experience supporting U.S. and U.K. customers across DTC e-commerce, food subscription, telecommunications, and property management industries. Skilled in managing high-volume email and chat support, resolving order and product-related concerns with empathy and sound judgment, and maintaining excellent customer experiences while meeting SLA targets. Proficient in Gorgias, Shopify, Freshdesk, Richpanel, and Recharge.

Customer Care Associate - Peak Support

(2025-03 - 2026-04)

Wildgrain (DTC Food Subscription Brand)

• Provided email and chat support for subscription inquiries, order updates, billing concerns, and account management.
• Resolved delivery issues, processed refunds and replacements, and ensured timely resolution of customer concerns with a customer-first approach.
• Managed subscription changes, including skips, cancellations, and billing adjustments using Recharge.
• Utilized Richpanel and Shopify to maintain accurate documentation, meet SLA targets, and support customers during high-volume periods.

Customer Service Specialist - HelloConnect, Inc.

(2024-01 - 2025-02)

SURI – DTC E-toothbrush Brand

• Handled high-volume customer inquiries via email and chat for U.S. and U.K. customers.
• Resolved order-related issues, including tracking requests, refunds, replacements, and product concerns, using Gorgias, Freshdesk, and Shopify.
• Collaborated with internal teams to escalate complex cases and ensure positive customer outcomes.

Maintenance Coordinator / Administrative Assistant - Triangle Renovations LLC, USA - Remote

(2021-06 - 2023-12)

• Managed customer and tenant communications through phone, email, and SMS channels.
• Coordinated maintenance requests, tracked service progress, and maintained accurate records across multiple systems.

Customer Service Associate – T-Mobile Account - Sutherland Global Services

(2018-09 - 2021-04)

• Provided inbound support for billing inquiries, account concerns, and technical issues.
• Achieved a 95% CSAT score while maintaining strong first-contact resolution performance and following escalation procedures.

Bachelor of Science - Computer Science - Christian Polytechnic Institute of Catanduanes (2017)