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Tophie Tan

@tophietan

Customer Service Specialist with 5+ years delivering Zendesk/Freshdesk support, driving retention, and escalating complex issues.

Philippines

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What I'm looking for

I’m looking for a customer-focused role where I can resolve tickets across email/chat, support billing and subscriptions, strengthen retention through clear issue ownership, and contribute to quality improvements and onboarding with a strong team.

I’m a Customer Service Specialist with 5+ years of experience handling multi-channel customer support and ticket resolution using Zendesk and Freshdesk. I specialize in issue resolution, service recovery, and customer retention—especially across e-commerce and subscription workflows like billing inquiries, renewals, cancellations, and delivery-frequency changes.

I’ve consistently performed at a high level, including ranking as a Top 3 performer for 2024. As a Subject Matter Expert, I help onboard and share knowledge with both new and tenured team members, and I’ve contributed to quality calibrations as a Quality Apprenticeship candidate.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

HKR Remote

Nov 2025 - Jan 2026 (2 months)

Handled Zendesk tickets for email and chat support on a retail/e-commerce platform, including ticket escalation and processing refunds or replacements for issues like damages, exchanges, lost items, and returns. Used Slack for real-time support, queries, and product/process updates.

Zendesk Email Support Live Chat Support Slack Case Management E commerce Support

Senior Process Executive

Cognizant

May 2025 - Sep 2025 (4 months)

Handled phone shifts, chats, and emails for a global video streaming platform, completing subscription modifications and resolving billing inquiries. Executed retention and upselling efforts to improve customer loyalty and satisfaction, including renewals and cancellation support.

Billing Renewals Customer Retention Upselling Customer Profile Updates Slack

Customer Service Representative II

TaskUs (Lizardbear Tasking Inc.)

Dec 2020 - May 2025 (4 years 5 months)

Delivered eCommerce and subscription support through Zendesk and Freshdesk, managing service recovery for cancellation requests and adjusting delivery frequencies. Ranked top 3 overall performer in 2024, served as an SME, and supported onboarding/mentorship through quality calibrations and knowledge sharing.

Zendesk Freshdesk Service Recovery Subscription Support Quality Calibrations SME Onboarding Mentorship Maestro KPI Monitoring Slack

Customer Service Representative

TELUS International Philippines

Dec 2019 - Nov 2020 (11 months)

Managed inbound phone support for car reservation and carrier service campaigns, ensuring compliance and customer satisfaction. Handled booking workflows including promotions (upsell), extending, and canceling reservations, and coordinated courier logistics for lost claims.

Phone Support Booking Cancel Extend Upselling Customer Satisfaction