Shan Dagatan
@shandagatan
Experienced virtual assistant and BPO professional delivering support, sales, and customer satisfaction.
What I'm looking for
With over 8 years of experience in the BPO industry and as a Virtual Assistant, I’ve built strong customer service, technical support, sales, team support, and quality training skills. Over the past year, I’ve also gained hands-on experience in virtual assistance, email and administrative support, and sales support, consistently delivering excellent results and improving client satisfaction.
I’ve worked across inbound calls, email/chat/social media support using Zendesk and Gorgias, and handled order issues with tools like Shopify. As a Teleperformance Supervisor, I monitored service levels and KPIs, delivered coaching and performance feedback, and supported teams to maintain quality standards while resolving order discrepancies through coordination with Sales, Inventory, and Finance.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Marc Fisher
Dec 2023 - Mar 2024 (3 months)
Provided inbound customer support and resolved product, order, and shipping issues via Zendesk and Gorgias. Managed returns, exchanges, and refunds through the Shopify backend and escalated recurring issues for continuous improvement.
Customer Service Representative
Meir
Nov 2021 - Dec 2023 (2 years 1 month)
Received, reviewed, and validated customer purchase orders, ensuring pricing, product availability, and customer details were correct before processing. Coordinated with Sales, Inventory, and Finance to resolve order discrepancies and worked with warehouse staff to support timely fulfillment.
Appointment Setter
Dynata
Apr 2021 - Oct 2021 (6 months)
Made outbound calls, emails, or messages to introduce products and services to potential clients. Qualified leads and scheduled appointments between qualified prospects and sales representatives using sales support tools.
Customer Service Supervisor
Teleperformance Davao
Jul 2019 - Feb 2021 (1 year 7 months)
Oversee daily operations of customer service and technical support teams while monitoring service levels, KPIs, and quality standards. Provided coaching, training, and performance feedback to team members to improve operational results.
Technical Support Representative
Teleperformance Davao
Jan 2019 - Jul 2019 (6 months)
Assisted customers with inquiries and billing issues, performing troubleshooting to resolve problems. De-escalated difficult situations and supported sales through upselling and hard selling.
Subject Matter Expert
Awesome OS
Sep 2018 - Nov 2018 (2 months)
Handled escalated customer and agent situations and provided answers to agents through the Slack channel. Assisted newly hired agents on live ticket handling and supported consistent resolution practices.
Customer Service Representative
Awesome OS
Sep 2017 - Nov 2018 (1 year 2 months)
Addressed customer inquiries via email, chat, and SMS, providing accurate and timely information. Checked customer accounts for eligibility for cash advances and supported customer requests end to end.
Education
Degrees, certifications, and relevant coursework
University of Mindanao
Bachelor of Science, Accountancy
2023 - 2026
Pursuing a Bachelor of Science in Accountancy at the University of Mindanao from 2023 to 2026.
Availability
Location
Authorized to work in
Job categories
Skills
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