Current Employment Status:
Hired Full Time on Apr 11, 2022

Edbert

Quality Assurance, Customer Service and Technical Support Expert

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Overview

Looking for full-time work (8 hours/day)

at $6.00/hour ($1,056.00/month)

Bachelors degree

Last Active

June 14th, 2024 (8 days ago)

Member Since

September 5th, 2015

Profile Description

I have been with the Call Center Industry (Both Technical and Customer Service) and in Level 3 positions (Customer Service Manager, Accent and Conversational English Supervisor, Quality Analysis Supervisor) for more than 15 years already and I believe that with the job description mentioned in this job posting, we are required to speak with customers from the United States as well as customers from different countries outside from where they call home.
And with that mentioned, I have been doing this for 15 years now and have been very successful in doing so. I had numerous commendations during my stay in this job as well as I have been promoted 3 times to an Accent and Conversational English Supervisor as well as to a Quality Assurance Supervisor because of hard work and excellence in what I do. I have also worked as a Project Manager for an online shopping company which would make me qualified for the position I am applying for. We have been communicating with our valued customers/clients through modes of communication like voice/phone, emails as well as chat.
I also have extensive experience in ticketing systems like Zendesk, Freshdesk, ReAmaze, and Kayako, tools such as Infusionsoft and Podio, and Shopify, etc. as well as CRM such as Upgrade to see actual info, Asana, and Trello, and I have demonstrated proficiency in using these software at work. I have worked with top Fortune companies like Time Warner Cable, T-Mobile USA/UK (As an Accent and Conversational English Coach and as a Quality Analyst), and QWEST Broadband Support (As a Quality Analyst).
Remotely, I have worked as a Customer Service Manager for Luxor Corporation for 2 years as well as a Customer Service Associate with Upgrade to see actual info and Ads With Purpose. I have also worked as a Technical Support Advisor for Deliverr, a 3rd party fulfillment center in the United States. Most recently, I have worked as a Customer Service Advisor with Serial 1/Harley-Davidson for 8 months.
I also have extensive knowledge of E-Commerce procedures such as returns, refunds, product reshipment, exchanges, shipping inquiries, disputes, escalations, order management, fulfillment issues for their customers, warehouse management, inventory management, logistics monitoring, etc.

Top Skills

E-Commerce

Experience: 2 - 5 years

Extensive knowledge of E-Commerce procedures such as returns, refunds, product reshipment, exchanges, shipping inquiries, disputes, escalations, order management, fulfillment issues for their customers, warehouse management, inventory management, logistics monitoring, etc. I have worked for Deliverr, a third-party logistics company catering to sellers from Amazon, eBay, Etsy, Google Marketplace, and Facebook Stores, from November 23, 2020 to November 23, 2021. We have used tools/software such as Zendesk, Asana, Seller's Portal, Slack and RingCentral, and Intercom to provide customer service and resolve customer concerns via phone, chat, and email such as returns, refunds, product reshipment, exchanges, shipping inquiries, disputes, escalations, order management, fulfillment issues for their customers, warehouse management, inventory management, logistics monitoring, etc. The industry for this client I have worked for is Customer Services for e-Commerce and Logistics. For Serial 1/Harley-Davidson, we also used Zendesk, Zendesk Chat, and UJet for customer communications via phone, chat, and emails. We used Slack and Monday.com for internal team communications as well as for collaboration to resolve more complex customer issues internally especially when we need to reach out to dealers for resolution. I worked for them from March 2022 to November 2022, unfortunately, the company had to do a mass lay-off of a lot of employees, including myself, due to low revenues still being affected by the pandemic as Serial 1 caters to high-end, expensive products. We handled issues such as fulfillment issues, warranty coverages and replacements, pre and after-purchase inquiries and support, repairs, and a lot more. To add to this, I also worked for Ads With Purpose and Jarwest.com as a Customer Service Specialist for these E-Commerce Businesses.

Customer Support

Experience: 5 - 10 years

I have been working in the Business Process Outsourcing Industry for quite a while now (More than 15 years of experience) and have assisted customers via phone, email, and chat support for top Fortune companies such as Qwest, Time Warner Cable and Bright House Networks, T-Mobile USA and UK, and Macy's. I have worked for them as a Customer Service/Technical Support Associate. as a Quality Analyst and as an Accent and Conversational English Coach. Remotely, I have worked as a Customer Service Manager for Luxor Corporation for 2 years as well as a Customer Service Associate with Jarwest.com and Ads With Purpose. I have also worked as a Technical Support Advisor for Deliverr, a 3rd party fulfillment center in the United States. Most recently, I have worked as a Customer Service Advisor with Serial 1/Harley-Davidson for 8 months.

Other Skills

Basic Information

Age
47
Gender
Male
Website
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Address
Pasig City, Metro Manila
Tests Taken
IQ
Score:  135
DISC
Dominance: 43%
Influence: 28%
Steadiness: 24%
Compliance: 5%
English
C2(Advanced/Mastery)
Uploaded ID
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