Jessa Mae B.

Customer-focused Support Specialist with 6+ Years of Experience in Customer Service, SaaS & E-commerce Are you looking for a reliable, adaptable, and customer-focused professional who can handle customer concerns while keeping operations organized and efficient? I have 6+ years of experience in customer service, including SaaS, e-commerce, logistics, and technical support, with hands-on experience supporting customers and merchants through email, chat, and phone. 💼 What I Offer: ✅ Customer Support – Handling email, chat, and phone inquiries while providing professional and personalized assistance. ✅ Merchant Onboarding & Training – Guiding merchants through platform setup, feature walkthroughs, and best practices. ✅ Technical & Issue Resolution – Investigating customer and merchant issues, troubleshooting, and coordinating with technical teams through Jira. ✅ Account & Customer Management – Building strong relationships, understanding customer needs, and helping improve their overall experience. ✅ Ticket & Inbox Management – Prioritizing urgent concerns, managing high-volume support requests, and ensuring timely follow-ups. ✅ Knowledge Base & Documentation – Creating and updating FAQs, Knowledge Hub articles, and support documentation. 🏢 Industry Experience: 🛍️ E-commerce & Online Retail – Customer inquiries, orders, product support, and issue resolution 💻 SaaS & Technology – Merchant onboarding, platform support, troubleshooting, and account assistance 🚚 Logistics – Delivery inquiries, order updates, customer communication, and data management 🔧 Automotive E-commerce – Product and parts inquiries, sales support, and customer assistance 🛠️ Tools & Platforms: 💬 HubSpot – CRM, customer communication & ticket management 🎫 Jira – Issue tracking & technical escalation 📋 Freshdesk – Customer support & ticketing 📊 Microsoft Excel – Data management & reporting 📁 OpenProject – Task and project management 🌐 Google Workspace – Documentation & collaboration I’m a quick learner, dependable team player, and problem solver who takes ownership of customer concerns from start to finish. I’m comfortable working independently, managing multiple priorities, and adapting to new tools and processes. My goal is simple: provide excellent customer experiences while helping businesses run more smoothly and efficiently. Let’s connect and work together! 📩