CUSTOMER SUPPORT OPERATIONS | ESCALATIONS | SALESFORCECUSTOMER SUPPORT OPERATIONS | ESCALATIONS | SALESFORCE
Christian
$880
per month
($5/hour)
Profile Description
Customer Support and Operations Specialist with 7 years of BPO industry experience across customer service, financial services, logistics, technical support, and account-related operations. Experienced in Salesforce Service Cloud case management, Email-to-Case, queue monitoring and routing, reporting, performance metrics, complex customer escalations, payment investigations, order and shipment tracking, and cross-functional coordination. Skilled in documenting cases, prioritizing outstanding inq...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Content & Writing
Customer Success
Data & Analytics
Design & Creative
Sales & Business Development
Virtual Assistance & Admin
Work Experience
SOCIAL MEDIA ESCALATION SPECIALIST
ECE Consulting Group Inc.
Apr 2024 - Oct 2026
Job Responsibilities:
• Managed customer escalations involving complaints, negative feedback, account concerns, and sensitive issues through professional, timely communication. • Utilized Salesforce Service Cloud to manage cases through Email-to-Case, ensuring inquiries were captured, categorized, documented, and assigned to appropriate queues. • Monitored case queues, prioritized incoming inquiries, managed escalation...
MARKET RESEARCHER & TRAVEL COORDINATION SPECIALIST
ECE Consulting Group Inc.
Mar 2022 - Apr 2024
Job Responsibilities:
• Conducted detailed research and information gathering to support customer requests and operational requirements. • Researched and coordinated hotel accommodations, airline bookings, restaurant reservations, and car rentals based on client requirements, availability, and budget. • Verified booking information, pricing, availability, and service details to ensure accuracy and prevent discrepancies...
LOGISTICS & OPERATIONS SPECIALIST
ECE Consulting Group Inc. | Dumaguete City, Philippines
Sep 2021 - Mar 2022
Job Responsibilities:
• Managed international shipping and package-forwarding inquiries, including shipment tracking, delivery updates, shipping fees, and estimated arrival times. • Investigated delayed, missing, damaged, and undelivered shipments by coordinating with carriers, warehouse teams, and internal departments. • Assisted customers with package receiving, consolidation, repacking, and international shipping pr...