Jean Steven Bruce Cerina
@jeanstevenbrucecerin
Technical support and customer service professional at FRESH PRINTS who resolved Tsunami Express membership and billing issues.
PhilippinesWhat I'm looking for
At FRESH PRINTS, I managed phone and email support for Tsunami Express, resolving customer questions and complaints about memberships, billing, and account changes. I reviewed account and payment information to investigate issues and processed eligible refunds and membership adjustments.
At DEXCOM, I supported customers using G6 and G7 CGM systems with installation, operation, and troubleshooting. I followed FDA and HIPAA requirements, documented customer interactions, and escalated compliance concerns and recurring technical issues.
Across roles supporting HP Inc., MYOB, eBay, and T-Mobile, I handled customer service and technical support across voice, email, and chat. My work included resolving payment and account concerns, troubleshooting device and network issues, and investigating fraud cases while following applicable policies and regulations.
Experience
Work history, roles, and key accomplishments
Customer Service Voice and Email Support
Tsunami Express
Feb 2026 - Oct 2026 (8 months)
Managed and resolved customer support tickets through phone and email, providing timely and accurate responses. Assisted with membership enrollment, billing inquiries, and cancellations while documenting interactions and following up on unresolved tickets.
Provided voice and email support for Dexcom CGM systems, assisting with installation, calibration, and troubleshooting. Ensured compliance with FDA and HIPAA regulations while documenting interactions and processing warranty claims.
Customer Service Representative
Frendly BPO
Mar 2024 - Jan 2025 (10 months)
Responded to customer inquiries via email, chat, and phone, assisting with subscriptions, orders, and returns. Utilized Zendesk and CRM systems to log interactions and recommended products based on customer wellness goals.
Delivered front-line voice support for product inquiries, order tracking, and warranty claims. Conducted outbound calls to promote products and resolve tickets, ensuring compliance with security and data protection standards.
Provided voice support for MYOB's cloud-based ERP platform, assisting with payment setup and account management. Conducted outbound calls to follow up on past-due accounts and resolve payment gateway issues.
Conducted high-volume inbound and outbound calls to promote products and follow up on past-due accounts. Managed billing inquiries, processed payments, and troubleshot device and network issues.
Customer Service Voice Support and Email Support
Eperformax Contact Centers and BPO
Jan 2020 - May 2021 (1 year 4 months)
Delivered multi-channel support for eBay, resolving issues related to orders, payments, and fraud. Conducted risk assessments and ensured compliance with global policies and data protection regulations.
ESL Teacher
Idea Language Svcs Inc.
Jul 2019 - Dec 2019 (5 months)
Conducted one-on-one English lessons with foreign students from elementary to college level. Administered assessments to evaluate progress and managed classroom activities to ensure a positive learning environment.
Education
Degrees, certifications, and relevant coursework
University of Cebu
Bachelor of Science in Business Administration, Marketing Management
Pursued a Bachelor of Science in Business Administration with a focus on Marketing Management.
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Social media
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