I’m Sheen Kean Magtibay from the Philippines with 10+ years of experience in customer service, e-commerce, technical support, and community management.
I’ve provided live chat, email, and phone support using tools like Gorgias, Zendesk, Jira, Meta Business Suite, Freshdesk, Freshchat and Shopify, consistently resolving issues fast and keeping response times under 15 minutes.
What I Do:
• Provide clear, polite, and efficient customer support via chat, email, and community channels.
• Manage and resolve support tickets using platforms such as Zendesk, Gorgias, Freshchat, and Freshdesk, escalating issues when necessary.
• Create and analyze reports in Google Sheets to track data, record customer interactions, and visualize key metrics.
• Support marketing initiatives, including content scheduling and SMS campaigns, leveraging AI to optimize messaging and timing.
• Keep users informed through regular updates, maintaining and updating FAQs and support guides for accuracy and clarity.
• Collaborate cross-functionally with development, technical, field engineering, product, marketing, and sales teams to ensure seamless issue resolution.
• Identify, replicate, and document bugs comprehensively to assist technical teams in faster issue resolution.
• Troubleshoot hardware and software issues related to applications, integrations, and websites efficiently.
• Manage online communities and social media platforms, including Facebook, Instagram, TikTok, X/Twitter, and YouTube, using AI tools to monitor sentiment and automate engagement where appropriate.
• Perform accurate data entry and citation tasks, enhancing productivity with AI-assisted tools.
Tools I Use:
WhatsApp • Skype • Viber • TeamViewer • Anydesk • Trello • Adobe Photoshop • Adobe Premiere • Canva • Microsoft Office • Google Workspace (including Google Sheets, Drive, Calendar) • Velox • Zendesk • Freshdesk • SAP • Freshchat • Zoho • WordPress • HTML • CSS • WooCommerce • Slack • Meta Business Suite • Facebook Ads Manager • Jira • Lark • ----------- • Basic knowledge of Shopify • Mailchimp • YunExpress • Calendly • Microsoft Excel • Metabase • ClickUp • Hubspot • Xero • Webflow •
What I Bring:
• Strong written and verbal communication skills
• Highly organized with strong problem-solving skills
• Reliable, fast, and responsive in handling tasks
• Flexible with shifts and comfortable with repetitive workflows
• Experienced in remote, fast-paced environments
• Familiar with performance metrics (resolution rate, response time, ticket volume) and social scheduling tools
I’m looking to join a team where I can grow, contribute, and make a real impact.
Resume:
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