I bring 8+ years of hands-on experience in customer support operations, quality assurance, and team leadership, with a track record of not just managing teams, but building the systems that make them succeed.
As a CSR Team Leader and QA Analyst at Skyline Live Support Corp., I designed and implemented the team's QA Scorecard and Dispute Submission Form from scratch using Google Sites and Google Sheets, creating a live tracker that the whole team could rely on. I conducted objective ticket audits by personally selecting random cases, monitored all QA findings, and categorized issues across behavioral, knowledge, process, and compliance dimensions. I also wrote the SOPs and operational guidelines that governed both the CSR and QA teams, so nothing was left to guesswork.
On the coaching side, I ran refresher meetings, conducted performance reviews, and maintained detailed coaching logs for each agent: QA scores, improvement targets, call observations, and follow-up dates. I believe great support teams are built through consistent, structured feedback, not one-off corrections.
My customer support experience covers the full range: payment processing across 10+ gateways (PayPal, Trustly, BitPay, Nuvei, eMerchantPay, and more), technical troubleshooting via remote sessions, eSIM and software license resolution, inventory management, and multi-platform review monitoring and response.
What I bring to your project:
Quality assurance — auditing, scorecards, findings tracking, dispute handling
Team leadership — SOPs, coaching logs, performance reviews, refresher training
Customer support — payments, escalations, technical issues, e-commerce
Process documentation — workflows, guidelines, operational standards Tools — Freshdesk, WooCommerce, Google Workspace, AnyDesk, MS Teams, and more
I'm based in the Philippines (PHT, UTC+8), available full-time, and equally comfortable working independently or as part of a remote team. If you need someone who can both do the work and build the structure around it, let's talk.
