Open to opportunities

Vanessa Francisco

@vanessafrancisco

Message

Customer-focused helpdesk analyst with strong moderation and support experience.

Philippines

Message

What I'm looking for

I seek a customer-focused support role where I can resolve technical and HR-related issues, contribute to a collaborative team, and continue developing support and moderation skills.

I am a customer-focused helpdesk analyst with hands-on experience supporting operations and non-operations employees through ticketing systems like Zendesk, resolving technology and HR-related concerns promptly and professionally.

I have extensive frontline customer service experience across industries, including content moderation for a U.S. social media platform, subscription support for an Australian publication, and email/chat/back-office support for telco accounts.

I bring strong decision-making, attention to detail, teamwork, and familiarity with Google Sheets, MS Office, and basic computer navigation to deliver consistent, high-quality customer experiences.

Experience

Work history, roles, and key accomplishments

Helpdesk Analyst

Athena

Apr 2025 - Dec 2025 (8 months)

Provided centralized HR and IT support via Zendesk ticketing, resolving employee tool navigation, technology, and HR inquiries to ensure timely resolutions and improved employee experience.

Zendesk HR Support Ticketing Systems Customer Service Troubleshooting Communication Escalation Management

Content Moderator

TaskUs

Feb 2020 - Apr 2025 (5 years 2 months)

Reviewed and made accurate moderation decisions for ads on a U.S.-based social media platform, ensuring safety and policy compliance where automated filters were insufficient.

Content Moderation Quality Assurance Attention To Detail Communication

Customer Service Representative

WNS Global Services

Sep 2018 - Dec 2019 (1 year 3 months)

Handled subscription customer calls and payments for an Australian online magazine, maintained account records, and provided back-office email and chat support to reduce wait times and improve retention.

Customer Service Billing Payment Processing Account Management Email Support Chat Support Data Entry Communication

Customer Service Representative

Convergys

Sep 2017 - Nov 2017 (2 months)

Provided phone and email support for a U.S.-based telecom account, answered product and service inquiries, and delivered tailored assistance to customers with integrity under minimal supervision.

Phone Support Email Support Customer Relations Product Knowledge Time Management

Team Member / FOH

Pizza Hut PH

Feb 2017 - May 2017 (3 months)

Operated front-of-house duties including register transactions, cash handling, and building customer relationships to support daily restaurant operations and service quality.

Cash Handling Customer Service Google Sheets Teamwork Food Service