Resplandor Samala

Customer Service and Operations Professional with 2 years of experience supporting B2B operations, data analysis, and Electronic Data Interchange (EDI). Skilled in troubleshooting complex issues, validating and analyzing data, managing customer concerns, and coordinating with cross-functional teams to deliver timely and accurate solutions. Proficient in Amazon Connect (AWS) for customer support and ticket management, Jira, Freshdesk, and Groovy scripting, with a strong ability to learn new systems and processes quickly.

Detail-oriented, solutions-driven, and committed to improving operational efficiency and delivering excellent customer experiences.

Service Desk - DCExcel BPO

(2024-12 - 2026-12)

• Utilized Amazon Connect (AWS) and Freshdesk to manage customer interactions, handle service requests, monitor support tickets, and facilitate timely issue resolution.
• Leveraged Jira to document, track, update, and monitor incidents, service requests, and action items while coordinating with relevant teams.
• Applied Groovy scripting to support workflow logic, data processing, and technical troubleshooting.
• Supported Electronic Data Interchange (EDI) and B2B transaction workflows by validating transaction details, monitoring processing statuses, and investigating transaction errors and exceptions.
• Provided IT customer support by handling inquiries, investigating reported issues, communicating updates, and ensuring timely follow-ups.
• Performed data analysis and validation to identify missing, inconsistent, and inaccurate information, helping maintain data accuracy and processing reliability.

Bachelor - Information Technology - Cavite State University (2018 - 2023)

Alternative Learning System (ALS) - Imus National High School (2017 - 2018)