Throughout my career, I have developed strong skills in call handling, chat support, and email correspondence. I have successfully managed customer inquiries and concerns across various channels, ensuring timely resolutions and maintaining high satisfaction levels. My proficiency with CRM tools like Zendesk and Intercom has enabled me to track customer interactions and streamline workflows effectively.

Additionally, I have experience using various software platforms, including Slack, Skype, Avaya, Google Workspace, and HubSpot. This diverse toolkit allows me to communicate efficiently and collaborate with team members, regardless of location. My setup for working from home is fully optimized, featuring an updated laptop equipped with the latest specifications to support seamless connectivity and productivity.

WORK EXPERIENCE

CHAT AND EMAIL TECHNICAL SUPPORT
Sibme | April 2019 - September 2024

• Respond to customer’s chat and email fortroubleshooting
• Documentation and report issues to Dev team, Staying
• updated on product features, updates, and common issues to provide accurate information and solutions
• Offering guidance on how to use products effectively, including tips and best practices

AIRBNB HOST/ADMIN
Airhosted | April 2021- October 2021

• Attend to guest’s needs and requests through email and chat
• manage vacant rooms/properties’ cleanliness, check the status of the room, document if there are appliances needs to be fixed or replaced, assign the cleaning team, report lost, stolen and damaged equipment, furnitures or sheets
• or to highlight any achievements

QUALITY ASSURANCE SPECIALIST CROSS TRAINED PRODUCT TRAINER
Samsung America | November 2015 - November 2018

• Ensure that agents follow the standard procedure mandated by Samsung in taking calls by monitoring x number of calls per agent per day
• Helps in improving customer satisfaction by coaching agents based on the result of monitored calls
• Conduct one month of classroom training for new hires in preparation for the nesting and production period take manager calls

INBOUND SALES
Sprint | September 2010 - August 2015

• provide general customer care
• Educate potential customers about the products or services, explaining features, benefits, and pricing to help them make informed decisions
• Accurately log all interactions with prospects in the Customer Relationship Management (CRM) system to track the sales pipeline and maintain organized records

SOFTWARE EXPERIENCE

• Intercom
• Zendesk
• Hubspot
• Slack
• Trello
• JIRA
• Confluence
• Skype
• Salesforce
• Stripe

eVoice

ChurnZero

Braintree