Looking for a job

Angelito Jr Duran

@ajd27

15+ years of experience handling customer and user support and technical issues across fintech, SaaS, e-commerce, telecommunications, and IT sectors.

United States

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What I'm looking for

I am seeking a remote role in customer support, technical support, virtual assistance, administrative tasks, and data entry. I provide reliable, detail-oriented support, improve customer experience, and help businesses operate efficiently. I thrive in fast-paced environments and enjoy both customer-facing and back-office responsibilities.

Proficient with Salesforce, Zendesk, Shopify, WooCommerce, and collaboration tools to coordinate inquiries and internal workflows. Implemented automation workflows and support documentation that reduced repetitive tasks, improved response times, and increased overall platform effectiveness.

Analyzed recurring issue trends and collaborated with cross-functional teams to refine processes and support ongoing product improvements. Comfortable adapting to new tools and processes while maintaining efficient, reliable workflows.

Experience

Work history, roles, and key accomplishments

Community Support & Security

CBT Digital Solutions

Jan 2021 - Nov 2025 (4 years 10 months)

Onboarded new users the community platform & resolved technical inquiries for substantial active user base via chat & Zendesk email ticketing, maintaining consistent quality standards through systematic resolution & proactive communication that ensured high user satisfaction & engagement.

Implemented automation workflows using system integrations to eliminate repetitive manual tasks.

Community Moderation Crypto Marketing Telegram Discord Market Analysis Trading Insights Campaign Management

Customer and Logistics Support

Blossom Flowers Delivery

Apr 2021 - Jan 2022 (9 months)

Delivered consistent omnichannel support via phone, chat, and email using Zendesk, elevating service quality & promoting positive customer
ratings while utilizing Shopify & WooCommerce to improve order tracking efficiency & decrease fulfillment errors
Coordinated end-to-end logistics via ShipStation, resolving fulfillment and shipping issues while collaborating with internal teams through Slack.

Customer Support Order Processing Phone Support Email Support Chat Support Social Media Management inventory tracking ShipStation Zoom Slack

User Support Advocate

Gusto

Sep 2018 - Mar 2021 (2 years 6 months)

Supported an average of 35 customer email tickets and 2-3 concurrent chats daily in a regulated fintech environment using Salesforce, resolving payroll, tax, and benefits issues accurately while maintaining compliance reducing escalation risk and promoting positive user experience.

Collaborated with Internal team via Slack to escalate issues & maintaining fast and accurate solutions.

Live Chat Support CRM SaaS Support Ticket Resolution First Response Resolution Troubleshooting High Volume Support

Customer Support Specialist

T-mobile

Apr 2017 - Jun 2018 (1 year 2 months)

Resolved customer and technical issues for mobile services including device, connectivity, and billing problems, processed account modifications and service activations, while maintaining high customer satisfaction scores.

Maintained detailed CRM documentation in a high-volume call environment, enabling seamless follow-ups and faster issue resolution.

Customer Service Troubleshooting Billing Support Account Management CRM Service Activations Mobile Network Support

Digital Affiliate Marketer

Freelance

May 2014 - Jan 2017 (2 years 8 months)

Generated leads via online marketing campaigns, created and managed landing pages, and used SEO and paid advertising to drive traffic while tracking performance to optimize results.

Affiliate Marketing Lead Generation SEO Paid Advertising Landing Page Optimization Campaign Analytics Conversion Tracking

IT Support Specialist

Various

Oct 2007 - Apr 2014 (6 years 6 months)

Provided technical support and hardware diagnostics for internet cafe and service locations, maintained LAN infrastructure and POS operations, and performed high-accuracy data entry and desktop publishing tasks.