Description

I help e-commerce businesses scale by transforming customer support from a reactive task into a high-efficiency operation. I bridge the gap between complex logistics and the customer experience, ensuring that every interaction, from routine tracking inquiries to high-stakes de-escalations, is handled with professional precision.

My experience is centered on managing the complexities of international e-commerce, where I specialize in the following deliverables:

Logistics & Fulfillment Coordination: Expertly navigating international shipping hierarchies, tracking verification, and customs documentation to ensure successful "last-mile" delivery.

Systemic De-escalation: Acting as the final point of contact for complex disputes, turning high-heat scenarios into positive Customer Satisfaction outcomes.

Knowledge Management: Drafting clear, concise internal SOPs and public-facing FAQs that reduce "manual toil" and empower customers to find answers independently.

Platform Administration: Maintaining CRM environments to ensure tickets are categorized, prioritized, and resolved with maximum efficiency.

Regulatory Compliance: Monitoring regional consumer protection standards and privacy requirements to ensure all customer interactions meet professional and legal benchmarks.

I am ready to bring this blend of technical oversight and high-level support to your team, ensuring your customer service operations are as robust as the products you sell.

Industry field of expertise

Languages

English
Native or bilingual
Filipino
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Upwork Inc,
Customer Service Administrator
October 2019 - April 2026 (6 years and 6 months)
Handle Customer Service Operations of eCommerce businesses through different channels (phone, chat, and email).
"Digital Fluency" & Rapid Navigation Precision Communication & Interpersonal Business Acumen
Teletech
CS - Operations Supervisor
June 2009 - June 2017 (8 years)
for British account (BSKYB). In April I got moved to a different technical account, HP Desktop Support and promoted to a full time employment. Transitioned to a this is where my Telstra career began (Australian account). In June 2012, the program ventured into a Live Chat set up and I was one of those chosen to be part of the pilot group. After 6 months in Live Chat, December 2012, opportunity came and I got the promotion to an Operations Supervisor / Team Leader post. Priorities have changed decided Teletech after 8
"Digital Fluency" & Rapid Navigation Precision Communication & Interpersonal Professionalism & Performance Business Acumen
TELSTRA INTERNATIONAL PHILIPPINES INC.
Operations Specialist
November 2017 - October 2018 (11 months)
•  I got the invitation to join Telstra as part of the Digital Footprint and Strategy Team as an which works on establishment of new contact centre ventures offshore.
•  I was sent to India for more than a month to manage one of the test centres they put up as a possible footprint offshore.
•  Co-authored certain process flows for Telco post sales enquiries.
•  I have also been given the opportunity to work on different projects such as Complaints Management, Messaging platform and Streamline system. Left on October due to organisational restructure.
Business Acumen "Digital Fluency" & Rapid Navigation