Hi!
I am a certified Customer Support Professional with 11 years of experience. I have worked in the BPO Industry for 2 years then moved on to being a freelancer in Upwork for 9 years and counting where I have worked for start-ups, large enterprises, and even for Fortune 500 companies.
Through the years, I have handled:
• Email/Live Chat Support (highly trained to handle and respond to hundreds of emails/chats per day while still maintaining a high customer satisfaction rate required metrics)
• Order Management (order fulfillment, order tracking, creating invoices, returns/refunds/cancellations/retention, and order reshipment)
• Helpdesk/Community Support (creating/improving macros, articles, FAQs, etc.)
• Account Management (recommending plans fit for the customer’s needs, refunds/cancellations requests, and reporting error/bug issues)
• Social Media Management (responding to direct messages/posts/comments using Meta Business Suite)
• Community Management
• Team Management
• Tier 1 &2 Technical Support (TV, phone and internet services)
• Phone Support
• Administrative Support
• Recruitment
I am immensely skilled and knowledgeable in using the ff. software and platforms:
• Zendesk, Intercom, Gorgias
• Desk, Zopim, and other CRM software, Freshdesk, Tidio, etc.
• Shopify, Magento
• Shipwire, Cin7, Mintsoft
• Stripe, Paypal
• ClickUp, Asana, Hubspot, Hubstaff
• Django
• Guru, Confluence
• Jira, Trello
• Slack, Zoom
• Google Suite (Docs, Sheets, Forms, Gmail, etc.), MSWord, Excel
In my years of working in Customer Support, I have proudly maintained a high to almost perfect customer satisfaction rate and I know how to keep all types of customers happy.
I am exceptionally proficient in both written and verbal English (C2 level). I am hardworking, responsible, friendly, detail-oriented, a team player, and I work well under pressure and in fast-paced environments.
