Customer Support Specialist with 9+ years of experience delivering high-quality service across email, chat, and phone for global e-commerce and SaaS brands. Skilled in Zendesk, Gorgias, Shopify, Loop Returns, Boxzooka, RingCentral, and CRM systems, with a proven track record of maintaining 95%+ CSAT scores while handling 100+ tickets daily.I have led teams as a Shift Lead and Weekend Support Lead, mentoring agents, improving SOPs, and driving efficiency in fast-paced environments. My background includes fraud prevention, order management, refunds/returns, subscription support, and compliance monitoring, making me highly adaptable to complex workflows.Key Skills & Competencies- Customer Communication: Expert in empathetic, adaptive responses via email, chat, and phone.- E-commerce Support: Order processing, refunds, returns, subscription management, and shipping coordination.- Tools Expertise: Zendesk, Gorgias, Shopify, Loop Returns, Boxzooka, RingCentral, Folio Plus.- Team Leadership: Coaching, mentoring, and training support agents to elevate performance.- Fraud & Payment Monitoring: Investigating transactions, preventing fraud, and ensuring compliance.- Process Improvement: Streamlining workflows, reducing response times, and improving customer retention.- Languages: English (Advanced), Tagalog (Native), Japanese (Intermediate).Fluent in English and Tagalog, with intermediate Japanese, I excel at empathetic communication, calming distressed customers, and turning challenges into positive outcomes. I thrive in dynamic settings and am passionate about helping businesses build trust, retain customers, and scale their support operations.
