I am a results-driven professional with approximately 13 years of experience in the BPO industry, specializing in customer relations, technical support, complex case resolution, complaint management, and multichannel communication. I hold a Bachelor of Arts degree majoring in English and have C2-level English proficiency, allowing me to communicate effectively with international clients and customers, particularly in US-based accounts.
In my most recent role as a Senior Customer Support and Community Specialist, I served as the primary point of contact for a client's official social media accounts and public review platforms. My responsibilities included managing customer feedback, handling formal complaints and complex escalations, responding to public reviews, coordinating with internal teams, and following up on unresolved cases until resolution. I also handled sensitive and legal-related complaints submitted through the Better Business Bureau (BBB). Through consistent complaint management and public reputation efforts, I contributed to improved platform ratings and the business achieving BBB accreditation.
My broader BPO background includes technical support, senior live chat support, email and phone support, financial services, telecommunications, e-commerce, and account-related concerns. I am comfortable following established procedures, documenting cases accurately, managing competing priorities, and adapting to different systems and workflows. I can also handle performance tracking and reporting using Google Sheets, including formulas and data organization to support reporting, presentations, and data-driven action plans.
Beyond traditional customer support, I am interested in opportunities involving public reputation management, social media and community management, administrative support, operations, back-office processes, and virtual assistance. I particularly value roles where I can combine communication, organization, analytical thinking, and problem-solving while helping businesses improve their processes and customer experience. I am open to learning new industries, tools, and workflows, and I aim to bring reliability, accountability, and a continuous-improvement mindset to every team I join.
My long-term goal is to build a stable remote career where I can make meaningful contributions, continue developing professionally, and maintain a healthy work-life balance while providing for my family. I believe my experience, adaptability, attention to detail, and commitment to resolving issues thoroughly would allow me to contribute effectively across a range of business support functions.
