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Happiness Orbeso

@happinessorbeso

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Seasoned customer service professional specializing in technical and e-commerce support.

Philippines

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What I'm looking for

I seek a structured, process-driven remote role where I can apply technical and e-commerce support skills, handle escalations, and contribute to high customer satisfaction.

I am a detail-oriented customer service professional with extensive remote experience supporting e-commerce, healthcare, travel, retail, and telecom customers. I consistently meet KPIs while handling high-volume inbound and digital channels, managing escalations, and ensuring accurate documentation and compliance.

My background includes technical troubleshooting, pharmacy helpdesk support with HIPAA awareness, identity-breach assistance, and Tier II resolution work; I thrive in structured environments, prioritize accuracy, and adapt to process-driven teams to deliver reliable results.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Kitsch

Dec 2025 - Jan 2026 (1 month)

Handled customer inquiries via email and chat for orders, shipping, returns, refunds, subscriptions, and account issues during seasonal campaign; documented interactions and escalated complex cases to ensure timely resolution.

Customer Service Email Support Chat Support Order Management Returns Subscription Management CRM Escalations

Breach Support Representative

Etech

Oct 2025 - Dec 2025 (2 months)

Served as first contact for individuals affected by data breaches, explained risks and remediation steps, assisted with identity protection enrollment, and verified identities while maintaining privacy and security protocols.

Identity Verification Privacy & Compliance Enrollment Documentation Security Awareness

Tier II Customer Service Representative

LawnStarter

Mar 2025 - May 2025 (2 months)

Assisted customers via phone with service inquiries, scheduling, and account concerns; coordinated with service providers to ensure accurate job updates and maintained positive experiences through timely support.

Phone Support Scheduling coordination Customer Relations Account Management CRM

Customer Service Representative

Activate Talent

Sep 2024 - Jan 2025 (4 months)

Responded to DTC customer inquiries about orders, shipping, and warranties; processed refunds, replacements, and returns while maintaining brand tone and delivering empathetic service.

Order Management Warranty Processes Email Support Brand Tone CRM

Pharmacy Helpdesk Representative

Change Healthcare

Feb 2023 - Apr 2024 (1 year 2 months)

Supported pharmacies and healthcare professionals on patient prescription benefits, resolved claims rejections, explained coverage guidelines under Medicare and commercial plans, and maintained HIPAA-compliant communications.

Claims Resolution Benefits HIPAA Troubleshooting Healthcare Communication Documentation

Senior Associate, Customer Support

Expedia

May 2022 - Feb 2023 (9 months)

Assisted customers with booking changes, cancellations, and refunds across flights, hotels, and packages; navigated multiple systems to resolve complex travel issues and consistently met KPIs for AHT and CSAT.

Travel Support Customer Experience KPIs Escalation Management CRM

Operations Agent II

Sam's Club

Mar 2020 - Nov 2021 (1 year 8 months)

Handled inbound member calls for account inquiries, membership renewals, and in-store pickup issues; assisted with online order tracking and escalations while maintaining positive member experiences.

Inbound Membership Management Escalations Customer Relations CRM Problem Solving Retail Operations

Advisor II, Sales

Sprint

Jun 2019 - Nov 2019 (5 months)

Promoted mobile services and device upgrades, closed sales opportunities by identifying customer needs, and managed accounts, billing, and service adjustments to drive retention.

Sales Customer Engagement Account Management Billing Support Upselling Retention

Account Specialist

T-Mobile

Sep 2017 - Dec 2018 (1 year 3 months)

Supported customers with account setup, billing inquiries, plan upgrades, and technical troubleshooting for devices; educated customers on features and reduced churn through proactive retention efforts.

Billing Support Technical Troubleshooting Retention Customer Education CRM

Technical Support Representative

Apple

Jul 2015 - Nov 2016 (1 year 4 months)

Provided Tier 1 technical support for Apple devices, diagnosing software and hardware issues, guiding customers through troubleshooting steps, and escalating complex cases per company protocols.

Technical Support Escalations Ticketing Systems Problem Solving