Current Employment Status:
Hired Full Time on Dec 5, 2022

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Customer Service Specialist

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EXPECTED SALARY
Php 60,000.00/month
( $1,126 USD )
EDUCATIONAL ATTAINMENT
Bachelors degree
AVAILABILITY
40 hrs/wk
( $6.51 USD/hr )
EXPERIENCE OVERVIEW
9 years in Customer Service Field
BASIC INFORMATION
Age:
33
Gender:
Female
Location:
Caloocan City, Metro Manila
Tests Taken:
None
Last Active:
January 26th, 2023 (yesterday)
Member Since:
February 2nd, 2018
SKILL SUMMARY

IBM

Customer Service Specialist (email) for Apple iTunes in 2011. We handle customer inquiries about items from the iTunes Store, billing and accounts, purchases refunds, and fraud, as well as basic troubleshooting for Mac and iOS devices. 

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 teaUpgrade to see actual infoeting
• 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 email on Amazon
• CUpgrade to see actual infoting standard customer reply/message templates
• 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 emails via Zendesk
• Processing refund/returns
• Following up with the supplier
• Product Research - AliExpress
• Product Upload - Shopify
• Responding to inquiries and comments on Facebook
Lensball (eCommerce):
• Answering customer emails via Zendesk
• CUpgrade to see actual infoting Macros/Canned Response
• 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
Upgrade to see actual info (SaaS):
• Customer/Technical Support Agent via Zendesk (email & chat)
• CUpgrade to see actual infoting KBs both for internal and external support articles (Zendesk)
• 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 Facebook Group, adding/removing members, and answering comments
• 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 Upgrade to see actual info

WORKER SKILLS
TOP SKILLS
  • Admin Assistant
  • Email Management
  • Excel
  • Personal Assistant
  • Quality Assurance
  • Research
  • Speaking
  • Writing
  • Customer Support
  • Email Support
  • Social Media Moderation
  • Tech Support

Office & Admin (Virtual Assistant)
SKILL RATING
  • Admin Assistant
  • Data Entry
  • Email Management
  • Excel
  • Personal Assistant
  • Quality Assurance
  • Research

English
SKILL RATING
  • Speaking
  • Writing

Customer Service & Admin Support
SKILL RATING
  • Customer Support
  • Email Support
  • Social Media Moderation
  • Tech Support

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