Virtual Assistant • Customer Support • Claims ProcessorVirtual Assistant • Customer Support • Claims Processor
Jenny
ID Verified$1,200
per month
($7/hour)
Profile Description
Professional Summary Customer Support and Escalations Specialist with 8 years of experience driving retention, managing fraud cases, and resolving high-volume inquiries across fast-scaling e-commerce, digital, and service operations (including SKIMS and Rosabella). Proven expertise in Tier 3/Level 2 multichannel support (chat, email, SMS, phone), order investigations via Shopify, subscription retention, and collaborating with AI-assisted tools and CRMs like Zendesk and Richpanel. A track record ...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
E-commerce & Marketplace
Virtual Assistance & Admin
Sales & Business Development
Customer Success
Work Experience
Level 2 Customer Support Representative
Rosabella
Nov 2025 - Sep 2026
Key Achievements:
- Resolve 60-70 daily Level 2 escalations, scam/fraud cases, and inquiries. - Manage subscription cancellations and apply retention strategies. - Investigate orders, shipments, and accounts using Shopify. - Handle sensitive health-related cases with strict policy compliance. - Collaborate with AI chat for faster responses and utilize Richpanel for support management
Freelancer: Claims Processor
QVS Services Corporation
Mar 2024 - Oct 2025
Key Achievements:
- Conducts initial assessments of policy claims to determine eligibility for funding. - Verifies policy coverage and determines the amount of compensation to be paid. - Documents all claim activities and decisions. - Maintain confidentiality of sensitive information
Customer Experience and Administration (Part-time)
Renovanzza Clinic
Apr 2025 - Jun 2025
Key Achievements:
- Serve as the primary point of contact for all patient inquiries via phone, email, and sms. - Provide clear and concise information about appointments, services, and policies. - Follow up with patients after appointments to check on their status or provide additional instructions as needed. - Manage and resolve patient issues or complaints, escalating to clinical staff when necessary.
Customer Service Coordinator Tier 3
Awesome CX
Aug 2019 - Oct 2023
Key Achievements:
Worked under two accounts: SKIMS, a fashion brand co-owned by Kim Kardashian, and FRESHLY, a meal delivery service that caters to the North American Market. - Handled multichannel inquiries: Chat, Email, SMS, Social Media Inquiries, and Phones. - Assisted with tracking orders and returns. - Provided accommodations for damaged, defective, and missing products. - Recommended products that are suitable to customers’ needs. Efficient in multitasking and working in a fast-paced environment.
Back Office Specialist | Document Review
ALORICA TELESERVICES
Jun 2017 - Aug 2017
Key Achievements:
Validated driver documents regarding their application.
Customer Service Associate
VXI GLOBAL HOLDINGS
Oct 2015 - Mar 2017
Key Achievements:
Worked under two accounts. UBER Assisted partner riders with daily operations. AT&T Handled inbound calls that provided product information, upselling our services to existing customers, and getting new customers.
Customer Service Rep | Data Entry
IQOR Philippines
Nov 2013 - Jan 2015
Key Achievements:
- Taking orders from customers and providing them with accurate information about menu items.Handling cash registers and processing payments from customers. - Cleaning the store and surrounding areas, including sweeping and mopping floors and cleaning bathrooms. - Maintaining a clean work environment, including stocking shelves with paper goods, napkins, plates, utensils, etc