Open to opportunities

Louise Bercede

@louisebercede

I am a customer-focused team leader and chat support specialist delivering first-contact resolution and efficient case handling.

Philippines

Message

What I'm looking for

I seek customer-facing roles where I can deliver first-contact resolution, mentor teams, and resolve technical and account issues. I value collaborative culture, clear processes, and opportunities for leadership and skill growth.

I am a customer-focused support professional with experience leading teams at UPS Logistics and delivering chat-based first-contact resolution for Delta Airlines and Ubisoft. I specialize in shipment clearance, flight itinerary management, account recovery, and technical troubleshooting across PC and consoles.

I consistently prioritize clear communication, fast problem solving and coaching teammates to improve service metrics and customer satisfaction.

Experience

Work history, roles, and key accomplishments

L1 Support Agent

Ubisoft

Jul 2024 - Jul 2025 (1 year)

Provided L1 chat support for Ubisoft customers, achieving first contact resolution through account recovery, e-commerce assistance, and technical troubleshooting for consoles and PC.

First Contact Resolutions Account Recovery Console Unlinking Technical Troubleshooting Chat Support Customer Service

Customer Experience Associate II

Delta Air Lines

Mar 2023 - Mar 2024 (1 year)

Resolved Delta customer inquiries via chat, handling bookings, changes, and cancellations while delivering swift first contact resolution and timely updates.

First Contact Resolutions Chat Support Flight Itinerary Changes Customer Service Salesforce CRM