Khim Cherilyn Diaz

Resourceful professional with strong customer service skills and hands-on experience in social media management. Skilled in handling client inquiries, building positive relationships, and ensuring customer satisfaction. Adept at creating and managing online content, engaging audiences, and supporting business growth through digital platforms. Versatile and detail-oriented, with the ability to adapt to various administrative and support tasks as a General Virtual Assistant.

E-Commerce Customer Support Specialist II - POLYWOOD

(2026-01 - 2026-05)

• Assisted customers through email and order management support using tools such as Zendesk, Shopify, Acumatica, Podio, ScreenSteps, Salsify, Sabertooth, and ShipHawk.
• Handled inquiries regarding orders, shipping updates, delays, cancellations, refunds, warranty claims, and missing parts.
• Coordinated with shipping, accounting, and warranty teams to process customer requests and provide accurate updates.
• Monitored order statuses and ensured timely follow-ups on unresolved cases.
• Verified customer account details and tax exemption documents.
• Maintained accurate documentation of customer interactions and order updates.
• Provided professional and empathetic customer service while resolving concerns efficiently in a fast-paced environment.

Social Media Support - FedEx Back Office

(2023-01 - 2025-08)

• Delivered multi-channel B2B customer support via social media, managing tracking, delivery updates, and pickups.
• Resolved complex shipment concerns and coordinated logistics, significantly improving customer satisfaction and efficiency.
• Maintained detailed records in CRM and collaborated with internal teams to resolve escalated logistics issues.

EPSON Technical Support Representative - Teleperformance Ph

(2022-07 - 2023-01)

• Diagnosed hardware and software issues for Epson products, achieving a 95%+ satisfaction rating.
• Guided customers through troubleshooting for connectivity, driver, and firmware issues.
• Documented technical cases in CRM and collaborated with engineering teams to meet key performance indicators.

Banking Operations Specialist - Invech Treasure Processing Operation

(2018-04 - 2018-10)

• Managed international banking transactions and multi-currency portfolios for high-net-worth clients.
• Ensured global regulatory compliance for cross-border transactions across multiple major financial institutions.

Travel Agent - Yvette Travel 'N Events Services

(2016-02 - 2018-03)

• Streamlined visa processing and international travel bookings, maintaining a 98% approval rate.
• Optimized itineraries for group travel and reduced booking errors, enhancing client retention and team efficiency.

Bachelor of Science - Business Administration - Jose Rizal University (2016 - 2017)

Bonifacio Javier National High School (2012 - 2013)

Plainview Elementary School (2008 - 2009)