Open to opportunities

Roms Mla Vin

@romsmlavin

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Customer Experience Operations specialist with 7+ years in technical support and CX.

Philippines

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What I'm looking for

I seek a customer-facing operations or CX role where I can lead training, improve processes, manage escalations, and deliver measurable service improvements.

I am a dedicated Customer Experience Operations Specialist with over seven years of hands-on experience in technical support, client relations, and virtual assistance. I have supported customers across telecommunications, consumer electronics, healthcare coordination, marketplaces, and e-commerce brands.

In operational roles I developed training materials, facilitated onboarding and team huddles, conducted QA evaluations, and responded to escalations. I manage order and refund processes across multiple platforms including Amazon, eBay, Walmart, Target, Shopify and more.

My background includes front-line troubleshooting for devices and services, CRM ticketing, scheduling coordination, and client success work such as CSAT reporting and quality audits. I am comfortable using Zendesk, Gorgias, HubSpot, Salesforce, Talkdesk and workforce tools like Asana, Trello, and Monday.com.

I seek to contribute a customer-first mindset, strong communication and problem-solving skills, and process-driven operational support to teams that value continuous improvement and excellent customer outcomes.

Experience

Work history, roles, and key accomplishments

Customer Experience Operations Specialist

Spreetail x Buy Box Experts

Sep 2023 - Nov 2025 (2 years 2 months)

Developed training materials, provided workforce support, managed inbound marketplace emails, processed multi-platform refunds/reshipments, conducted QA evaluations, and handled supervisor-level escalations.

Training Development QA Multi Platform E Commerce (Amazon eBay Walmart Zendesk Escalations Marketplace Operations Cross Platform Coordination

Client Success Specialist

MVP.dev

Apr 2022 - Aug 2023 (1 year 4 months)

Scheduled client meetings, managed client communications, generated monthly CSAT reports, coordinated concerns with development teams, led QA audits, and trained new Customer Success interns.

Client Success CSAT Meeting facilitation QA Training Client Communication Project Coordination Documentation

Virtual Scheduling Coordinator

Excell Homecare

Sep 2022 - Apr 2023 (7 months)

Managed inbound/outbound calls and emails for patients and care staff, scheduled nursing visits, maintained accurate patient records, and ensured timely follow-ups with appropriate personnel.

Scheduling Patient Coordination Email Communication

Virtual CSR Specialist

ProjectSpace

Mar 2022 - Aug 2022 (5 months)

Managed and coordinated cleaning bookings and maintenance requests, handled customer inquiries via Zendesk across channels, processed marketplace orders, and documented follow-ups.

Zendesk Email Support Chat Support Phone Support

CSR / Technical Support Representative

TCL Online Services

Sep 2021 - Mar 2022 (6 months)

Handled inbound troubleshooting for TVs and soundbars, performed outbound follow-ups, created escalation tickets, and monitored accounts via CRM to resolve customer technical inquiries.

Technical Support Inbound Calls CRM Escalation Management

Customer Service Representative

Smart Communications Inc.

Jul 2016 - Apr 2018 (1 year 9 months)

Assisted customers with billing disputes, SIM replacements, and device troubleshooting while using CRM tools to create escalation tickets and communicate urgent concerns via email and chat.

Customer Support Billing Disputes CRM Troubleshooting Escalation Management