Gorgias
Hardworking Client Support Specialist with terrific problem-solving and troubleshooting skills. Engaging and personable to promote a "client first" mentality and dedicated to contributing to team-based environments.
Hi, I’m
Michelle Berdon
Customer Service Manager/ Quality Analyst For Client Implementation
Summary
Overview
7
years of professional experience
4
years of post-secondary education
3
Certificates
Work History
First Day
Client Support Specialist
12.2023 - 02.2024
Job overview
- Managed customer inquiries daily to ensure accurate and timely resolution of customer queries, resulting in decrease of unresolved cases
- Designed and executed effective Klaviyo campaigns, maximizing return on investment and enhancing awareness of new product updates
- Demonstrate diligence in attending to inquiries through both chat and email channels, promptly addressing all customer questions and concerns
- Ensure timely updates on delivery tracking and order fulfillment, proactively keeping clients informed about every product update throughout process
- Streamlined support process by developing and implementing new procedures for more efficient case management.
- Maintained detailed documentation on client interactions, identifying trends and areas for improvement.
Agero Billing and Road Services
Quality Analyst for Client Implementation (Insurance and Towing Services)
12.2023 - Current
Job overview
- Auditing Purchase Orders/ Invoices submitted by Service Providers; adjusting necessary details and pricing when necessary
- The main task is to make sure that Service Providers are being corrected for their completed jobs in-line with the agreed Terms and Conditions
- Ensures that new or modified computer software applications perform as intended
- Execute test cases (manual or automated) and analyze results from the results evaluated
- Working with cross-functional teams to ensure quality throughout the software development lifecycle
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Increased efficiency in defect detection through the implementation of automated test scripts, reducing manual intervention requirements significantly.
- Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
- Reduced production downtime by proactively identifying potential bottlenecks and developing strategies to address them efficiently.
Gentask Businesss Support Services
Team Lead
04.2022 - 09.2022
Job overview
- Supervising, managing, and motivating all team members on a daily basis, making sure that everyone is in a safe working environment
- Conduct training, refreshers, and weekly team meetings, discussing updates and delegating tasks
- Cascading daily updates and individual scores or performances of each team members
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision-making.
- Influence positive change within the organization through strategic thinking, innovation, problem-solving abilities, and a consistent leadership style.
Extend Your Team LLC
Subject Matter Expert | Virtual Assistant
09.2022 - 01.2023
Job overview
- Responsible for creating and executing processes updates, business rules, and procedures
- Providing inputs or creating process decks used for trainings, refreshers, and client meetings
- Providing daily to weekly analysis from gathered data to help distinguish consult drivers that will be used for process improvements
- Championed change management efforts during organizational transitions by offering expert guidance on navigating new processes and structures.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
The Haunt Ghost Tour/ Kabloom Events
VIRTUAL ASSISTANT/Senior Customer Service Specialist
12.2021 - 01.2024
Job overview
- Calendar management of event hosts and guests
- From sending appointment reminder to arranging the schedule of the tour guides and hosts
- Taking care of the client's email communication and addressing inquiries on their behalf
- Creating landing pages for online events, setting up zoom calls with clients and creating breakrooms for different activities; depending on requests
- Managing booking from other vendors and Airbnb event booking
- Communicating with the owner for any special request or if hosting a big event
- Maintained a well-organized database system for improved information accessibility in daily operations.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
IQOR Philippines
Recruitment Specialist
12.2022 - 12.2023
Job overview
- Conduction of initial interview and identifying the most suitable role for each qualified candidate
- Follow-up assessment results, schedule their final interview up to onboarding
- Creating of their company profile, following up on the necessary requirements (for legal and background checks)
Digital Room Inc
Sales Expert
05.2021 - 04.2023
Job overview
- Order Management for multiple online printing websites
- Creating basic designs for whatever purpose it will be used-assist them with their concerns or technical concerns with the chosen design
- Verifies customer's information before finalizing an order
- (Zendesk, Incontact, E-commerce websites, Canva, Gsuite, AdobePS
- Shopify)
AROMA360
E-Commerce Specialist
06.2021 - 08.2022
Job overview
- Managed customer inquiries daily to ensure accurate and timely resolution of customer queries, resulting in a decrease in unresolved cases
- Designed and executed effective Klavio campaigns, maximizing return on investment and enhancing awareness of new product updates
- Demonstrate diligence in attending to inquiries through both chat and email channels, promptly addressing all customer questions and concerns
- Ensure timely updates on delivery tracking and order fulfillment, proactively keeping clients informed about every product update throughout the process
- Identified and resolved technical issues affecting website performance, ensuring seamless user experience for customers browsing and making purchases.
AOL
Technical/ Sales Service Specialist
09.2021 - 12.2021
Job overview
- Assisting customers with their incoming and outgoing emails, answer questions and clarifies any questions revolving around their email account/s
- Handles troubleshooting from basic to advance with any computer or network issues; diagnosing the problem of their device
- Upselling additional services and software that will benefit the client depending on the final diagnosis of the problem, or just plainly to make their life easier in using their computer
Diamoda
Sales Associate
08.2019 - 12.2021
Job overview
- Product Research about price, material, and feedback comparison from different competitors online that provide the same services my client offers
- Manage incoming calls and emails, answer products queries, and use every opportunity to close a sale
- Initiates outbound calls to close sales and for leads
- (Amazon AWS, Shopify, GSuite, Skype)
Paddle and Ecovacs
Customer Service Specialist (E-Commerce)
05.2018 - 05.2019
Job overview
- Managing incoming calls and outbound calls
- Assisting customers with email concerns
- Assist and answer questions of the Team in lieu of the Team Leads absence
- Raise any unusual trend or issues with any of the platforms or tools being used for consults directly to our client
- Identifying any possible fraudulent payment/ activities to the relevant team for additional investigation
- (Zendesk, GSuite, Stripe, PayPal, Shopify)
TalkTalk
Customer Service Manager
09.2017 - 04.2018
Job overview
- Assisting customers with their incoming and outgoing emails, answer questions and clarifies any questions revolving around their email account/s
- Handles troubleshooting from basic to advance with any computer or network issues; diagnosing the problem of their device
- Upselling additional services and software that will benefit the client depending on the final diagnosis of the problem, or just plainly to make their life easier in using their computer
- Customer Service Manager
- Handles Escalation/ Managerial Phone Calls
- Admin Tasks, reporting and updating files for all ongoing complaints (CEO, BBB)
Education
Polytechnic University of The PhilippinesPhilippines
Bachelor of Science in Information Technology
01.2013 - 05.2017
University Overview
University of The PhilippinesPhilippines, Remote
Digital Workplace Competency Training from Massive Open Distance ELearning
03.2024 - Current
University Overview
Skills
Support & inquiry assistance
Exceptional written & oral skills
Critical Thinking & Problem Solving
Teamwork & Collaboration
The ability to follow instructions & deliver quality results
Professionalism and Strong Working Ethics
Managing files, records, orders, and documents
Developing policies & procedures for start up businesses
Strong Work Ethics
Support & inquiry assistance
Certification
Digital Marketing at Google University
Software
Shopify
Zendesk
Zephyr
Slack
Gsuite
Klaviyo
Stayai
Hubspot
Canva
SalesForce
Microsoft 365
FreshDesk
Jira
Zoom
Stripe
PayPal
Skype
WordPress
Quote
Feel the fear and do it anyway.
Timeline
University of The Philippines
Digital Workplace Competency Training from Massive Open Distance ELearning
03.2024 - Current
Digital Marketing at Google University
01-2024
Client Support Specialist
First Day
12.2023 - 02.2024
Quality Analyst for Client Implementation (Insurance and Towing Services)
Agero Billing and Road Services
12.2023 - Current
Lean Six Sigma Yellow Belt
01-2023
Recruitment Specialist
IQOR Philippines
12.2022 - 12.2023
Subject Matter Expert | Virtual Assistant
Extend Your Team LLC
09.2022 - 01.2023
Team Lead
Gentask Businesss Support Services
04.2022 - 09.2022
Gorgias Advance User
12-2021
VIRTUAL ASSISTANT/Senior Customer Service Specialist
The Haunt Ghost Tour/ Kabloom Events
12.2021 - 01.2024
Technical/ Sales Service Specialist
AOL
09.2021 - 12.2021
E-Commerce Specialist
AROMA360
06.2021 - 08.2022
Sales Expert
Digital Room Inc
05.2021 - 04.2023
Sales Associate
Diamoda
08.2019 - 12.2021
Customer Service Specialist (E-Commerce)
Paddle and Ecovacs
05.2018 - 05.2019
Customer Service Manager
TalkTalk
09.2017 - 04.2018
Polytechnic University of The Philippines
Bachelor of Science in Information Technology
01.2013 - 05.2017