Roselle Jorge

Customer Support Specialist with 10+ years of experience providing chat and email support in e-commerce and logistics. Skilled in handling high-volume customer inquiries, resolving order, billing, payment, refund, and account-related concerns, and maintaining high-quality service. Proficient in Zendesk, Slack, and Google Workspace, with strong communication, problem-solving, and escalation-handling skills.

CHAT SPECIALIST at TELRCOM SOLUTION INC. (2021-06 – 2026-02)

• Handled 400–500 customer chats daily while consistently maintaining a 95% QA performance.
• Assisted customers with product inquiries, order concerns, and account requests while consistently meeting the 2-minute response-time target.

TRANSPORTATION CHAT & EMAIL SPECIALIST at GRAB PHILIPPINES (2020-03 – 2021-03)

• Managed Zendesk ticketing operations and processed refunds for canceled and overcharged bookings.
• Supported both passenger and driver inquiries by providing accurate and timely responses.
• Handled live chat support, particularly urgent booking concerns involving double bookings and driver-related issues that prevented customers from completing their bookings.
• Coordinated with internal teams through Slack to ensure timely and effective issue resolution.

CHAT SPECIALIST at ACJ O SHOPPING PHILIPPINES (2015-10 – 2020-11)

• Provided customer support for Shopee, Lazada, and Facebook through multiple communication channels.
• Processed customer orders, refunds, and logistics escalations while ensuring timely follow-ups and issue resolution.
• Handled customer inquiries, order tracking, and delivery status updates.
• Managed customer email inquiries through Gmail, providing accurate and timely responses and also tracking TV Channel Air time.

FINANCE & BILLING INTERN at HONDA CARS MAKATI INC. (2014-01 – 2015-12)

Assisted the billing and finance teams with data encoding, invoice capturing, document sorting, SAP-related record management, and document preparation.

Bachelor of Science in Information Technology – The Fisher Valley College (2011-01 – 2015-12)

NCII in Hardware & Troubleshooting