JC Sagun
@jcsagun
Customer Service Specialist and QA professional improving member and customer experiences in high-volume support.
PhilippinesWhat I'm looking for
I’m a Customer Service Specialist and Quality Assurance professional with over 3 years of experience across ecommerce, food delivery, fashion retail, and subscription-based support. I resolve customer and member inquiries through email, chat, phone, and SMS, handling orders, memberships, subscriptions, account concerns, and product support with empathy and clear communication.
At Thrive Market, I supported member inquiries across multiple issue types while maintaining strong service metrics like response time, resolution rate, customer satisfaction, and retention in high-volume queues. I also delivered omnichannel support as a Fashion Consultant and managed real-time order issues at GrubHub—coordinating with drivers and restaurant partners to de-escalate conflicts and protect customer experience.
Experience
Work history, roles, and key accomplishments
Resolved member inquiries via email, chat, phone, and SMS, covering orders, memberships, subscriptions, account concerns, and product support. Maintained service metrics (response time, resolution rate, CSAT, and retention) while handling high-volume support queues.
Fashion Consultant
TeshStyle Fashion Group
Oct 2022 - Feb 2023 (4 months)
Provided omnichannel support via phone, chat, email, and social media for fashion and lifestyle brands. Assisted customers with order placement, order tracking, returns, refunds, exchanges, subscriptions, billing, and account concerns while adapting to brand guidelines and customer needs.
Provided customer support to diners, delivery drivers, and restaurant partners through phone, email, and chat in a fast-paced food delivery environment. Resolved real-time order issues (delays, missing items, incorrect orders, cancellations, refunds, and complaints) and coordinated with drivers and restaurant partners to de-escalate urgent concerns.
Education
Degrees, certifications, and relevant coursework
University of the Immaculate Conception
Bachelor of Physical Education, Physical Education
Earned a Bachelor of Physical Education from the University of the Immaculate Conception in Davao City, completing in March 2020.
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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