Clear, careful support that turns customer concerns into resolved cases.
I’m a customer service professional with 3 years of BPO experience supporting customers by voice and email across account services, appliances and logistics. I investigate issues, coordinate with the right teams, keep accurate CRM records and protect customer information.
Support that is organized, accurate and secure
From the first call to the final follow-up, I keep customers informed and cases moving.
Voice & email support
Inbound customer support with clear explanations and practical next steps, in a calm and professional tone.
Service coordination
Scheduling, pickup and booking inquiries, plus order, delivery and service status updates with reliable follow-up.
Complaints & escalations
Investigating issues, doing initial troubleshooting and escalating complex cases to the right team with full context.
Payments & refunds
Handling refund, chargeback, dispute, deposit and transaction inquiries and coordinating internal reviews.
CRM documentation
Accurate case notes and records that make handoffs smooth and resolutions faster.
Privacy & security
Identity verification, account recovery and maintenance, always following security and privacy procedures.
Core competencies
Tools & strengths
A closer look at how I work
Illustrative samples based on my day-to-day responsibilities. No real customer data is shown.
Delayed shipment call
Warranty claim reply
Thank you for reaching out about your appliance. I’ve reviewed your order and started the warranty claim. Our technical team will assess the issue, and I’ll update you as soon as I hear back.
Kind regards, Shehannah
Case note structure
Issue summary, verification completed, steps taken, customer’s expectation, escalation team and agreed follow-up. Written so any colleague can pick up the case without asking again.
How I approach real situations
Representative scenarios drawn from my roles, with client details removed.
Delayed, lost or misdelivered shipments
- Challenge
- Customers were worried about shipments that were late, damaged or sent to the wrong place.
- Action
- Checked tracking, processed address corrections where requested, explained service and delivery options, and escalated cases needing extra support.
- Result
- Customers got clear status updates and well-documented cases for timely follow-up.
Warranty claims and post-purchase concerns
- Challenge
- Customers needed help with warranty claims, returns and appliance issues across voice and email.
- Action
- Did basic troubleshooting, coordinated service requests and referred technical concerns to specialist teams with case details in the CRM.
- Result
- Smooth handoffs and faster resolution of post-purchase problems.
Refunds, disputes and account security
- Challenge
- Customers had payment, chargeback, deposit and account recovery concerns that needed care and accuracy.
- Action
- Investigated each transaction, verified identity under security procedures and coordinated internal review when needed.
- Result
- Clear explanations, protected customer information and accurate records for every case.
Professional experience
Customer Service Representative
Concentrix CVG, Cebu City. Inbound voice support for accounts, payments and transactions; refund and dispute investigation; onboarding, identity verification and account recovery; CRM records and escalations.
Customer Service Representative (Voice and Email)
Antasis Inc., Cebu City. Kitchen and bathroom appliance support: orders, warranty claims, returns, refunds and basic troubleshooting, with CRM handoffs.
Customer Service Representative
Foundever Philippines Inc., Cebu City. Domestic and international shipment inquiries, tracking, pickups, address corrections and escalations.
Senior High School Graduate, 2021
University of Cebu
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Let’s build great service together
Open to customer service, service operations and virtual assistant opportunities with international teams.