Cess Cacayorin

Drafted and refined contracts, built error-free dashboards and reports, and created SOPs and knowledge base articles to improve documentation accuracy and operational consistency.

Reviewed phone, chat, and email interactions to identify errors and provide actionable feedback, driving improvements in communication quality and customer experience across support operations.

Verified complex cases for policy alignment, handled escalations empathetically, and provided real-time guidance to frontline agents to ensure accurate and compliant customer communication.

Analyzed customer feedback to identify recurring issues and executed empathetic follow-ups that supported retention and issue resolution efforts.

Provided responsive multi-channel support and documented cases thoroughly to track inquiry trends and surface process improvement opportunities.

Undergraduate Bachelor of Arts in Political Science with consistent honors recognition through studies, demonstrating strong academic commitment and interest in political theory.