Order Management/Email Support / Chat support/ Phone Support

I worked with Staples Business Advantage as part of the customer service team, assisting business clients through phone and email support. My duties included placing and tracking orders, processing returns, refunds, and reshipments, and resolving invoice issues. I coordinated with couriers such as UPS, USPS, DHL and other third-party couriers for accurate delivery updates, while providing product support on office supplies and custom merchandise, ensuring consistent next-day delivery satisfaction.

I worked as a Technical Support Representative with Teletech and Sutherland Global Services, providing remote troubleshooting for Charter High-Speed Internet and Norton Antivirus. My responsibilities included resolving connectivity issues, handling billing inquiries, coordinating device replacements, and tracking shipments via UPS. I also cross-sold Charter products after issue resolution and supported Barnes & Noble customers with NOOK app and eBook concerns, including device diagnostics and activation support.

I worked with Staples Business Advantage, a B2B company operating on American business days and hours. My responsibilities included order placement, invoice processing, replacements for damaged items, and arranging drop shipping for out-of-stock products. I assisted customers with real-time order tracking through UPS, USPS, and DHL. I used multiple systems and tools such as KANA, NSP Oracle, AS400, Avaya, and other CRM platforms to ensure accurate and efficient order management and customer support.

My experince include phone-based sales support, handling upselling and customer service for PLDT, AT&T, Charter High-Speed Internet, and Barnes & Noble. At PLDT, I conducted outbound calls offering internet upgrades from dial-up to DSL plans, promoted landline services, and upselling long-distance plans. For AT&T Billing and Sales, I managed billing inquiries and provided solutions while upselling landline, mobile, internet, and DirecTV satellite plans. With Charter High-Speed Internet, I delivered remote troubleshooting and technical assistance, then cross-sold additional services such as Norton Antivirus and other upgradeable packages after resolving customer issues. At Barnes & Noble Digital Support, I helped customers with NOOK device (E-Book Readers) and app concerns and recommended relevant upgrades to improve their experience. Across all roles, I focused on resolving concerns efficiently, identifying upselling opportunities, and enhancing customer satisfaction.

I have basic experience using Google Workspace, mainly for creating, editing, and organizing documents through Google Docs. I use it when files need to be accessed anytime and anywhere, which makes it convenient for my work. I rely on its file-sharing features to collaborate with teammates, ensuring everyone has access to the most updated versions. I’m also familiar with using Google Drive for storing and organizing documents securely, making team collaboration and information sharing more efficient.

I have basic knowledge of Microsoft Excel, primarily using it for data entry, updating records, and organizing information into simple spreadsheets. I’m comfortable with formatting cells, creating tables, sorting and filtering data, and ensuring accuracy in records. I use Excel mainly for maintaining organized and easy-to-read files to support day-to-day tasks.

I have a basic understanding of Microsoft Word, which I use for typing, editing, and organizing documents. I’m comfortable with text formatting, page setup, adding simple tables or graphics, and saving files, supporting efficient and accurate documentation.