Customer Care Specialist at Employment Hero (2025-10 – 2025-11)
- Supported customer inquiries via chat, tickets, and email during training, gaining hands-on experience with payroll platform support and service workflows
- Assisted in troubleshooting basic technical and account-related issues, identifying root causes and providing accurate initial guidance
- Logged, categorized, and triaged support requests, ensuring proper documentation and escalation to appropriate teams
- Collaborated with internal teams and support specialists to understand the best practices and effective customer support processes
- Analyzed platform functionality through guided testing and investigation to identify user errors and system-related concerns
- Escalated complex issues, including potential system bugs, with clear and complete documentation
- Maintained accurate records of customer interactions using Zendesk, Salesforce, and internal systems
- Monitored ticket queues and supported SLA awareness during training to understand response and resolution standards
- Contributed insights for knowledge base improvements and Help Center updates based on observed customer concerns
HR Helpdesk Associate at SAP Philippines Inc. (2023-04 – 2025-06)
- Managed end-to-end HR support cases across multiple functional areas, consistently meeting SLAs and maintaining high accuracy in ticket resolution
- Resolved employee inquiries using internal knowledge base and HR systems, improving response efficiency and reducing repeat queries
- Logged, tracked, and categorized cases within the ticketing system, ensuring proper escalation and seamless handoff to second-level support
- Delivered high-quality customer experience by handling sensitive HR concerns with professionalism, empathy, and confidentiality
- Processed employee and supplier requests with accuracy and timeliness, supporting compliance with internal service standards
- Met and exceeded KPIs on case resolution, quality, and turnaround time, contributing to overall team performance
- Collaborated with cross-functional teams to clarify unclear processes, helping improve documentation and streamline workflows
- Performed administrative HR tasks including case dispatching, reporting, and data management to support daily operations
- Supported internal projects and process improvement initiatives, contributing to enhanced service delivery and team efficiency
- Maintained strict data privacy standards when handling confidential employee and organizational information
Customer Service Representative at TTEC Holdings, Inc. (formerly TeleTech) (2022-02 – 2022-05)
- Provided real-time support to DoorDash delivery drivers by resolving issues related to mobile application functionality, delivery processes, and payment concerns
- Handled inbound and outbound phone support, troubleshooting technical and operational issues to ensure timely resolution and service continuity
- Logged and documented customer interactions, incidents, and resolutions in internal systems to maintain accurate records and support tracking
- Escalated complex or unresolved issues to appropriate internal teams, ensuring proper handoff and follow through until resolution
- Collaborated with cross functional teams to improve issue resolution time and overall service efficiency
- Maintained high customer satisfaction by delivering clear communication, problem solving, and a customer focused approach
- Demonstrated strong attention to detail, adaptability, and the ability to perform effectively in a fast paced, technology driven environment
Operations Assistant at Tech One Global Inc. (2017-07 – 2020-08)
- Managed and updated daily production spreadsheets, ensuring 100% data accuracy and reliable reporting for team operations
- Provided administrative and operational support to Shift Supervisors, coordinating daily tasks and managing team communications to maintain workflow efficiency
- Coordinated shift schedules and monitored attendance for Image Editors, supporting consistent staffing and operational continuity
- Streamlined task allocation and tracking processes, improving team organization and productivity
- Supported implementation of process improvements, including enhanced workflows and digital systems, contributing to increased operational efficiency
- Maintained organized documentation and reports, enabling faster data access and informed decision-making
Office Staff at MOF Company Subic Inc. (2014-07 – 2016-05)
- Provided administrative support to the Admin Manager and assisted with cross-departmental tasks to ensure smooth daily operations
- Managed the processing and filing of Vacation and Sick Leave requests, ensuring accuracy, proper documentation, and timely management approval
- Organized and maintained important and confidential documents, ensuring secure storage and easy retrieval
- Supported front desk and reception duties, demonstrating strong interpersonal and communication skills while interacting with staff and visitors
Customer and Sales Service Representative at Convergys (2013-11 – 2014-05)
- Handled high-volume inbound and outbound customer calls, ensuring prompt and accurate responses
- Identified customer needs and provided tailored solutions, enhancing satisfaction and loyalty
- Delivered consistent, high-quality service while maintaining compliance with company standards
- Communicated product and service information clearly, contributing to sales targets and client retention
English Teacher (2-month Project Based) at Chosun Deli English (2013-01 – 2013-12)
- Provided English language instruction to Korean students aged 10 to 12, focusing on basic grammar, reading, and writing skills
- Guided students through structured lessons in both daytime academy sessions and evening classes, including writing exercises and quizzes
- Offered daily supervision and academic support in a residential setting to ensure a consistent learning environment and support student development
