CSR - Email | Live Chat | Phone Calls | Escalations
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Customer Service Representative with 6 years of experience handling email, live chat, and phone support, including escalations and team support. Skilled in resolving billing, technical, and account issues while delivering efficient, empathetic customer service across multiple industries.
Service Advocate - Thumbtack Shared Services Philippines
(2023-10 - 2025-12)
Customer Service Representative with experience handling email-based support, refund processing, and account reactivation tickets in a high-volume environment. Consistently met performance metrics by managing email cases with an average handling time of 6 minutes, processing refund requests with a 0.7 AHT, and resolving reactivation tickets with a 0.6 AHT. Skilled in CRM documentation, policy-compliant resolutions, billing, and account issue investigation, and maintaining SLA and quality standards while delivering accurate, efficient, and customer-focused support.
Payroll | Supervisor | Trainer | SMM - AlphaOmega Consumer Goods Trading
(2023-01 - 2023-10)
Administrative staff with experience overseeing sales operations, content creation, payroll processing, and social media management. Supported daily business functions by coordinating sales activities, creating marketing content, managing accurate and timely payroll, and posting Facebook ads to promote products and services. Demonstrated strong organizational skills, attention to detail, and the ability to manage multiple responsibilities while supporting business growth and operational efficiency.
Sales Advisor II - Concentrix
(2019-06 - 2023-01)
Sales Advisor with experience handling billing inquiries, device activations, and complex customer concerns while delivering effective sales and service support. Responsible for taking escalated calls, resolving high-impact issues, and providing guidance and real-time assistance to a cluster of approximately 60 agents. Demonstrated strong problem-solving, communication, and leadership skills to ensure accurate resolutions, customer satisfaction, and adherence to sales and service metrics in a fast-paced environment.
