Open to opportunities

Shan Dagatan

@shandagatan

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Experienced virtual assistant and BPO professional delivering support, sales, and customer satisfaction.

Philippines

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What I'm looking for

I’m looking for a Virtual Assistant role where I can handle email and administrative support, deliver fast customer service, and support sales using Zendesk/Gorgias and other tools—while continuing to improve processes and client satisfaction.

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 Support Inbound Calls Zendesk Gorgias Order Management Returns Processing Refunds Social Media Support

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.

Purchase Order Management Order Processing Sales Coordination Inventory Collaboration Communication Quality Control

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.

Outbound Calling Lead Qualification Appointment Scheduling Gorgias Five9 Freshdesk Sales Support Prospecting

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.

Customer service management Technical Support Operations KPIs Quality Assurance Team Coaching Training Operational Leadership

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.

Technical Support Troubleshooting De escalation Upselling Sales Support Google Suite Smartware

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.

Escalation Handling Subject Matter Expertise Slack Coaching

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.

Customer Service Email Support Live Chat Support SMS Support Cash Advance Support