IBM
Customer Service Specialist
HelpFlow (Chat Service):
I worked as a chat representative for HelpFlow which provides chat services for hundreds of e-Commerce websites. We handle general questions, product inquiries, basic troubleshooting, account/billing/payment-related issues, reviewing of orders, processing refund/exchange/cancellation requests, and mostly focusing on Lead Generation.
While I was working as a chat agent, I was promoted to one of the company's first team leaders. My responsibilities as a team leader are as follows:
• Making sure that agents will not have any attendance violations and managing chat volume capacity
• Setting targets and monitoring each of their scores
• Providing support which includes - doing coaching and one-to-one sessions with each agent
• Conducting tea
• Encoding team scores, providing coaching and monthly performance review
• Since we are the pioneers, we help the management build policies and SOPs.
I also worked as a Customer Service Representative and Virtual Assistant where I manage my client’s Amazon account:
• Answering Seller Central/Buyer Messages
• Monitor and answer Seller Central/ Customer’s seller Feedback (3 stars and below - try to address their concern and if the rating is 5 stars, ask for the customer to post it on Product Reviews)
• Respond to Product Reviews
• Answer customer inquiries via
• C
• Monitoring the status of the product pages
• Bidding to have our product show on top searches on Amazon and setting up keyword searches
• Improve customer service work manuals and training materials
• Monitor and update product listings, checking if there are any unauthorized resellers, checking the product images, etc.
• Run website reports
Woman Ocean/GetSkinna (eCommerce):
• Order Fulfillment
• Answering Customer
• Processing refund/returns
• Following up with the supplier
• Product Research - AliExpress
• Product Upload - Shopify
• Responding to inquiries and comments on
Lensball (eCommerce):
• Answering customer
• C
• Handled Fraud/Chargeback/Disputes in Stripe
• Product Research
• Editing Photos - adding logos and removing backgrounds using Photoshop
• Uploading Photos, adding titles and descriptions on Pinterest
• Customer/Technical Support Agent via Zendesk
• C
• Escalating issues to the Engineering team for bugs and current fire
Diva Dog Bakery/Pinterest VA (Online Course/Coaching):
• Customer Support via HelpScout
• Managing Private
• Handling refunds and disputes (Stripe)
• Basic Troubleshooting - re-enrolling students in Teachable, Adding or Unsubscribing students on ConvertKit and Drip
• Calendar management
I am also knowledgeable and know how to use the following:
• Front-end web development (CSS, Bootstrap & HTML)
• Slack
• Google Workspace (Gsuite)
• Asana
• Zoom
• Toggl
• Loom
• Jing
• Screencast
• Snagit
• Trello
• Jira
• Clubhouse
• Canva
• Teachable
• Drip
• LiveChat app
• Zendesk
• Sprout Social
• HelpScout
• Stripe (Payment Gateway)
• PayPal
• When I Work
My other skills are:
• I can work under pressure
• I take criticism positively; I also provide feedback in a positive way
• I work well with others and a team player
• Can multitask
• Very responsible - I make sure that all tasks assigned to me are done before the deadline
• Fast learner - as a work-at-home freelancer, almost all training is fast-paced or self-taught
• Can adjust to any work environment
• Can work with minimal supervision.
• Patient and compassionate
Some screenshots of the apps I have previously used as well as my working station, typing speed, and internet connection speed
Onlinejobs.ph "ID Proof" indicates if "they are who they say they are".
It DOES NOT indicate skill level.
ID Proof scores are 0 - 99 with 99 being the best. It is calculated based on dozens of data points.
It's intended to help employers know who they're talking to is real, and not a fake identity.