PV John Orantes

Responded to customer inquiries through email, text, and social media, addressing product, order, subscription, billing, and delivery concerns. Used Zendesk, Gorgias, Shopify, and Recharge to review accounts, update orders, and process refunds and replacements.

Resolved customer inquiries through Zendesk-based chat and email workflows while working toward response-time and transaction-quality targets. Updated customer records and processed refunds using internal CRM tools.

Reviewed user-submitted content against platform policies and quality guidelines, making decisions to approve, reject, or escalate submissions. Maintained accurate records and escalated complex cases through established channels.

Reviewed identity documents against verification requirements and project guidelines, approving, rejecting, or escalating cases as needed. Documented system issues and coordinated with support teams.

Delivered email-based customer support and achieved a 98% customer satisfaction rating. Supported colleagues as a Subject Matter Expert by sharing process knowledge and helping teammates use CRM and ticketing tools.

Troubleshot hardware- and account-related concerns through chat and email support channels. Investigated billing and service issues, processed refunds, and documented technical concerns for escalation.

Completed coursework in Electrical Installation and Maintenance.