Open to opportunities

Ma Isabel Mitsui

@maisabelmitsui

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Customer Support Specialist with 10+ years delivering high CSAT, SLA excellence, and coached teams for US clients.

Philippines

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What I'm looking for

I’m looking for a US-hours customer support role where I can deliver SLA-focused resolutions, protect high CSAT/QA, and streamline workflows—while using my leadership coaching experience to help teams perform consistently.

I’m a Customer Support Specialist with 10+ years supporting US-based e-commerce and service clients across phone, email, and chat. I’ve maintained 95% CSAT and 95% QA while resolving high-volume customer concerns within SLA, working confidently in Zendesk, HubSpot Service Hub, Zoho CRM, and Salesforce.

As a former Team Lead, I managed 16 to 20 agents, coached performance, and improved service metrics—recognized as Top Team Lead/Top Performing Team 5 times in one year. In my current role as General Virtual Assistant/Customer Support for a US-based e-commerce startup, I handle 80–100+ daily inquiries with a 96% CSAT, improve response time by 30% through ticket prioritization and workflow, and support accurate order processing (30+ weekly orders with 100% accuracy) while keeping customer records updated for faster case resolution.

Experience

Work history, roles, and key accomplishments

Customer Support Virtual Assistant

Bold Precious Metals

Aug 2022 - Apr 2026 (3 years 8 months)

Managed 80–100+ daily customer inquiries via phone, email, and chat, maintaining a 96% CSAT while meeting SLA targets. Optimized ticket prioritization to improve average response time by 30% and processed 30+ weekly orders with 100% accuracy, maintaining accurate Zendesk/Salesforce records.

Chat Phone Zendesk CSAT CRM Data Management Customer Retention

Account Manager

LMR Agency

Apr 2024 - Dec 2024 (8 months)

Managed subscriber communication across social platforms with fast response times and tracked engagement metrics. Prepared weekly client reports and supported onboarding for new client accounts by setting expectations and next steps.

Account Management Social Media Customer Support And Engagement Metrics Client Weekly Reporting Client Onboarding Managing Expectations Fast Response Operations

Customer Support Team Lead

Ibex Global Solutions

Mar 2016 - Aug 2024 (8 years 5 months)

Led 16–20 support agents handling high-volume inbound customer concerns, maintaining 95% QA and improving team CSAT through coaching and live feedback. Reduced handling time by improving call flow and workflow discipline, earning Top Team Lead/Top Performing Team recognition 5 times and supporting interviewing and hiring recommendations.

CSAT Handling Time Reduction Escalation Management

Customer Service Representative

Aegis People Support

Jan 2008 - Jan 2013 (5 years)

Handled high-volume inbound calls, resolving customer inquiries and account concerns while maintaining strong customer satisfaction. Resolved issues on first contact when possible to reduce repeat calls and documented interactions by updating customer records in CRM systems for accurate follow-up and case tracking.

Inbound Call Support Customer Service Customer Satisfaction