Justine Ferrer
@justineferrer
Investigation and tech support specialist who resolves complex customer disputes with precision.
PhilippinesWhat I'm looking for
I’m an Amazon Investigation Specialist focused on investigating sellers’ appeals and disputes to determine whether listings are valid for reinstatement. I translate complex technical information into clear risk assessment decisions, ensure proper case distribution, and maintain SLA compliance as a POC for complex e-commerce issues.
Previously, I served as a Concentrix–Google Account Advisor II, providing Tier 2 escalation support for multi-channel, unresolved customer issues while supporting Tier 1 agents with advanced troubleshooting. I also handled supervisor calls and escalated chat/email cases, resolved account and technical concerns while meeting CSAT targets, and developed customer data insights through sales and retention work at TSD Global.
Experience
Work history, roles, and key accomplishments
Investigate Amazon seller appeals and disputes to determine whether listings should be reinstated. Evaluate case details for precision-based risk assessment and maintain SLA-compliant case distribution.
Served as Tier 2 escalation support for complex, unresolved customer issues and acted as a point of contact for precision-based risk assessment. Translated complex technical data into clear outcomes and filed detailed bug reports in collaboration with engineers.
Business Sales & Retention Specialist
TSD Global
Jan 2021 - Jan 2022 (1 year)
Analyzed customer data to support AT&T business sales and retention strategies. Provided tailored non-voice chat support to reduce churn and increase account value.
Resolved service, billing, and product-related concerns while maintaining customer satisfaction in a fast-paced environment. Managed customer cases with strong documentation and conflict resolution.
Education
Degrees, certifications, and relevant coursework
STI College
Bachelor of Science in Business Management, Business Management
2011 -
Earned a Bachelor of Science in Business Management from STI College (undergraduate starting 2011).
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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