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Jossabelle Alinsod

@jossabellealinsod

I resolve complex fintech and subscription support issues while improving support quality, workflows, and documentation.

Philippines

Message

I've supported customers across fintech, crypto, banking, and subscription products, resolving account, transaction, billing, and technical issues through email and live chat. At hi Financial Services, I investigate customer concerns, own cases through resolution, and share recurring issue trends with internal teams.

At Orb Remote, I reduced manual response time by 40% by implementing a Zendesk chatbot and improved ticket-handling accuracy by 25% with an automated compliance checklist. I also build SOPs, knowledge bases, workflows, and AI-assisted support resources that help teams handle cases consistently.

Experience

Work history, roles, and key accomplishments

Member Support Specialist

hi Financial Services Limited

Sep 2024 - Jun 2026 (1 year 9 months)

Handled high-volume customer inquiries through email and live chat involving accounts, transactions, and crypto operations. Investigated customer concerns and owned issues through resolution while using AI tools to assist with response drafting and documentation.

Customer Support Technical Support Live Chat Email Support Account Support Billing Support Payment Support Transaction Support Crypto Operations Zendesk Intercom AI Tools ChatGpt Claude Root Cause Analysis Escalation Handling Queue Management

Project Manager

Orb Remote

Mar 2024 - Dec 2024 (9 months)

Coordinated projects across teams, tracking deliverables, timelines, risks, and progress. Implemented a Zendesk chatbot using FAQs, response templates, and automations, reducing manual response time by 40%.

Project Management Process documentation KPI development Workflow Mapping Stakeholder Communication Zendesk Chatbot Implementation Automation FAQ Management Templates

Quality Assurance Manager

Orb Remote

Jan 2024 - Aug 2024 (7 months)

Reviewed customer interactions to assess support quality and identify recurring issues. Created an automated compliance checklist that improved ticket-handling accuracy by 25% and provided coaching to frontline agents.

Quality Assurance Root Cause Analysis Process Improvement Knowledge Base Management SOP Development Templates Decisions Workflow Compliance Coaching Feedback

Senior Customer Support Agent

Orb Remote

Jul 2022 - Dec 2023 (1 year 5 months)

Handled B2B and DTC customer issues involving products, integrations, accounts, billing, and subscription-based products. Investigated and resolved cases, including payment disputes through Stripe and Worldpay, and contributed to SOP development.

Customer Support B2B Support DTC Customer Support Account Management Billing Support Subscription Products Payment Disputes Stripe Worldpay Investigation Case Management SOP Development Internal Knowledge Base Maintenance Escalation Handling

Financial Transactions Analyst

Coinberry Limited

Feb 2021 - Jun 2022 (1 year 4 months)

Investigated transaction-related customer issues involving payment and order flows in a regulated crypto environment. Monitored transaction activity for processing errors and potential fraud patterns, and maintained accurate case records.

Transaction analysis Payment Processing Order Flow Cryptocurrency Fraud Detection Case Management Escalation Handling Documentation Compliance Reporting

Senior Customer Relations Assistant

China Banking Corporation

Mar 2013 - Mar 2020 (7 years)

Handled client service requests, account maintenance, records, daily reports, and branch documentation in a regulated banking environment. Built Excel pivot tables and database sheets to support reporting and organization.