Diana Rose Fortunato
@dianarosefortunato
E-commerce customer support specialist with 6+ years serving US clients, driving fast resolutions and lead generation.
PhilippinesWhat I'm looking for
I’m an accomplished Virtual Assistant and E-commerce Customer Support Specialist with over 6 years of experience supporting US-based clients across e-commerce and telecommunications, insurance, and construction. I streamline high-volume inquiries and order processing using Zendesk, Shipedge, and CRM systems, while leveraging AI tools like ChatGPT to work efficiently and accurately.
I’ve built a track record of handling 100+ daily tickets and outbound calls, maintaining prompt resolution and high customer satisfaction. I’m known for exceptional communication, meticulous attention to detail, and adaptability across customer support and sales environments—whether resolving order, shipping, and product concerns or qualifying leads through cold calling and appointment setting.
Experience
Work history, roles, and key accomplishments
E-Commerce Support Specialist
Kaerwell
Oct 2024 - Apr 2026 (1 year 6 months)
Managed 100+ daily customer inquiries via Zendesk and Ryver, maintaining fast response times and high customer satisfaction. Resolved issues related to orders, shipping, and product inquiries while keeping the inbox organized and responses timely.
Telecom Customer Support Specialist
iQor
Jan 2023 - Jan 2025 (2 years)
Handled escalations and billing concerns for telecom accounts, ensuring customer satisfaction. Coordinated with technical teams to resolve complex issues, documented cases, and identified upselling opportunities.
Cold Caller / Appointment Setter
JDJ Consulting
Oct 2024 - Nov 2024 (1 month)
Conducted 80+ outbound calls daily to generate qualified leads and schedule appointments. Maintained accurate CRM records with 100% accuracy while coordinating prospect information for sales follow-up.
Insurance Appointment Setter
Tech Farmers Insurance
Aug 2022 - Jul 2024 (1 year 11 months)
Contacted and qualified insurance prospects and supported lead-to-meeting conversion through consistent appointment scheduling. Updated CRM documentation and coordinated weekly schedules for sales agents to keep calendars accurate.
Telecom Customer Support Specialist
Valor Global
Jan 2022 - Jan 2023 (1 year)
Resolved telecom customer issues including escalations and billing concerns to maintain customer satisfaction. Worked with technical teams to address complex problems, documented outcomes, and supported upselling opportunities.
Customer Service Representative
TeleTech
Jan 2021 - Jan 2022 (1 year)
Provided customer support for bookings, billing inquiries, and service-related issues across multiple channels. Maintained consistent service quality while handling requests in a fast-paced environment.
Customer Service Representative
centrix
Jan 2019 - Jan 2021 (2 years)
Managed customer bookings, billing inquiries, and service concerns across multiple channels. Delivered consistent, high-quality support in fast-paced customer service environments.
Education
Degrees, certifications, and relevant coursework
St. Ignatius Institute
Hotel and Restaurant Services
Grade: High Honors
Studied Hotel and Restaurant Services at St. Ignatius Institute and graduated with High Honors.
Availability
Location
PhilippinesAuthorized to work in
Job categories
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