Jackielyn D.

I have seven years of history working in the BPO industry. Two years of experience as a Customer Service Agent (phones) and got promoted to a higher position. During that time, I've developed my skills on how to deal politely with irate customers. Treating them as a friend and build a connection while setting proper expectations is one of the most important for me as a customer service agent. When I got promoted as a Quality Analyst, I was able to share my knowledge in terms of proper handling and giving customer's satisfaction by conducting one on one coaching with my agents. Ive been working as a freelancer here in upwork for five years now. I've been an inbound email and chat support for an online supplement and health-related business for more than a year. Assisting customers by answering their queries about their fitness programs. Processing cancellation and refund of their monthly subscription, like for example if they have customized diet plan and other membership. I also assist customers with the tracking of their supplements orders and assist them with the returns and refunds as well. I create a reshipment if there were missing products. I also worked as an onboarding officer for an online Coaching Certification School. My task includes the onboarding of newly enrolled students via Zoom, answering their queries via email/chat, preparing their exams, follow up the submission of their exams, posting the results, and creating certificates. Same task with Anova Culinary company. I've been an email specialist under the order management team during the holiday season. We do tracking of orders, modify orders, and process refunds and replacements in Shopify as well. I also worked as a Customer Service Agent for a rental company. I processed the customer's orders and returned the Ski and Camping kit that the customer rented. Modifying and tracking orders, and processing refunds and returns are my basic tasks. I handled admin task, chat, email, inbound and outbound calls. I have experience with the following tool: Zendesk Freshdesk Gorgias Go HighLevel Laravel Shopify Gladly Shipstation Infusionsoft Calendly Slack Google Docs Google Sheets Google Calendar Notion Oscar BigCommerse Asana Stripe (for Invoicing) Workplace