Business Administration graduate with over four years of diverse experience in the BPO industry, specializing in customer service, billing, sales, and technical support. Most recently served as a Customer Service VA/Dispute Resolution Associate for an eCommerce company, handling chargebacks, order processing, and customer communication.
Highly motivated, detail-oriented, and effective in managing multiple tasks in a remote setup. Strong background in customer care, dispute resolution, upselling, and administrative support. Ready to contribute as a Remote Customer Support Specialist or Virtual Customer Service Representative.
Proven track record supporting major brands like AT&T, LegalZoom, and a Canada-based eCommerce business, delivering prompt, high-quality service across phone, chat, and email channels to ensure an exceptional customer experience.
Work Experience
Customer Service VA / Dispute Resolution Associate
Global eBrand – Canada (E-commerce Company)
August 2024 – July 2025
- Provided email support, order management, and chargeback dispute resolution.
- Handled customer concerns regarding products, delivery, and refunds.
- Maintained detailed records of customer interactions and resolutions.
Customer Service Representative
VXI Global Services, Inc. – Davao City
January 2024 – June 2024
- Delivered live chat support for LegalZoom clients.- Responded to service-related questions and customer account inquiries.
- Ensured accurate and professional resolutions in a fast-paced environment.
Customer Service Representative
Sutherland Global Services Philippines, Inc. – Davao City
September 2020 – October 2023
- Provided phone and chat support for AT&T (Billing, Sales, Technical Support).
- Resolved service issues for mobile, internet, U-verse TV, and DIRECTV customers.
- Surpassed sales and customer satisfaction targets consistently.
Customer Service Representative
IBEX Global Solutions, Inc. – Davao & Manila
July 2017 – January 2019
- Supported AT&T customers over the phone (Billing and Sales).
- Explained billing statements, resolved account concerns, and offered service upgrades.
Key Responsibilities
- Provided customer support via email, handling inquiries, order updates, issue resolution, and coordinating with internal teams on complex cases.
- Resolved e-commerce chargebacks accurately and professionally, safeguarding revenue and customer trust.
- Delivered multi-channel customer and technical support via phone, chat, and email.
- Handled complaints with empathy and efficiency, improving satisfaction and loyalty.
- Consistently exceeded targets for resolution time, customer satisfaction, and sales.
- Promoted mobile, internet, phone, satellite, and streaming services through upselling and cross-selling.
- Leveraged strong product knowledge to recommend tailored solutions and upgrades.
- Used persuasive communication to convert inquiries into sales opportunities.
- Assisted with billing concerns, resolving discrepancies and explaining charges clearly.
- Accurately processed and tracked customer orders to ensure timely fulfillment.
- Diagnosed and resolved issues with internet, TV, VOIP, and streaming services.
- Maintained detailed CRM records of customer interactions, resolutions, and order history.
- Guided customers through troubleshooting steps, delivering a positive support experience.
- Ensured proactive communication and follow-up throughout the order lifecycle.
Skills
- eCommerce Customer Support (Shopify)
- Chargeback & Dispute Resolution (Shopify, Adyen)
- Order Processing & Fulfillment
- Email & Ticket-Based Support
- Customer Service (Phone, Chat, Email)
- Conflict Resolution & Complaint Handling
- Technical Support (Internet, VOIP, Streaming Services)
- Sales, Upselling & Cross-Selling- B2C Communication
- CRM Management & Documentation
- Troubleshooting & Issue Resolution
- Administrative Support
- Time Management & Task Prioritization
- Strong Written & Verbal Communication
- Problem Solving & Critical Thinking- Detail
-Oriented and Proactive
- Multitasking in High-Volume Environments
Tools & Platforms (including but not limited to)
- Shopify – Order management, chargebacks
- Adyen – Payment processing & disputes
- Zendesk – Ticket management & support
- CRM Tools: Salesforce, Clarify, Opus, Rio, Telegence
- Google Workspace: Docs, Sheets, Slides, Gmail
- Microsoft Office: Word, Excel, PowerPoint
- Canva – Graphic & video content creation
- Email Marketing (Training): ActiveCampaign, Mailchimp
- Landing Page Builders (Training): ClickFunnels, GoHighLevel
- Communication & Collaboration: Slack, Zoom, Loom, Teams
- Surveys & Forms: Typeform
