Aileen Enriquez

Aileen Sarili Enriquez Customer Service Representative Orion, Bataan Philippines -- QUALIFICATION SUMMARY __________________________________________ As an experienced customer support specialist, I excel in handling inbound calls, chats, and emails across e-commerce, telecommunications, and financial services. Skilled in troubleshooting, order processing, and resolving customer concerns, I ensure efficient and positive client interactions. With strong communication, problem-solving, and time management skills, I adapt to fast-paced environments while maintaining high customer satisfaction. Additionally, my expertise in back-office tasks, data entry, and product research enhances operational efficiency. Committed to delivering exceptional service, I strive to exceed expectations in every customer interaction. KEY SKILLS __________________________________________ ✓ Customer Support ✓ Technical Troubleshooting ✓ Data Entry ✓ Active Listening ✓ Time Management ✓ Problem-Solving ✓ Chat, Email & Phone Support ✓ Back-Office Support ✓ Adaptability ✓ Product Research ✓ Order Processing ✓ Team Collaboration ✓ Fast Learner ✓ Easily Adapts to New Environments RELEVANT PROFESSIONAL EXPERIENCE __________________________________________ Customer Service Representative TNE – Sienna Fashion Store October 2024 – January 2025 Remote, Germany Managed customer inquiries via email, conducted product research, handled Instagram outreach, and assisted in newsletter writing to enhance customer engagement. The role ended when the client decided to close the store • • • • • Responded to customer inquiries, ensuring timely and professional communication. Conducted product research to improve recommendations and service. Managed Instagram outreach to engage with potential customers and influencers. Assisted in writing newsletters to maintain brand awareness and customer engagement. Helped resolve customer concerns and track orders efficiently. Customer Service Representative CPR-SAVERS October 2023 – September 2024 Remote, AZ-USA Handled inbound calls, chats, and emails for sales and customer inquiries, ensuring a seamless customer experience. Responsible for processing quote requests, calculating shipping fees, and coordinating with suppliers and couriers for dropship orders. • • • • • • • Assisted customers in placing orders, processing returns, and answering product inquiries. Sent quote requests based on customer needs and calculated shipping fees for orders. Coordinated with suppliers to fulfill dropship orders efficiently. Worked closely with couriers to arrange and track shipments, ensuring timely delivery. Made outbound calls for sales and follow-ups to enhance customer retention. Maintained a high standard of customer service and responsiveness. Provided accurate product recommendations based on customer needs. Chat Support & Data Encoder (Dropship Orders) Digital Room Inc. – B2Sign.com May 2022 – August 2023 Pampanga, Philippines Provided chat support and order processing for online printing services, ensuring accuracy in dropship orders. • • • • Assisted customers via chat for inquiries related to custom printing and orders. Processed dropship orders accurately to meet fulfillment deadlines. Maintained high attention to detail in data entry and inventory tracking. Collaborated with production and logistics teams for order updates. Back Office Support Representative Unifin, Inc. – Go2Bank October 2020 – March 2022 Remote, Philippines Provided back-office support for Go2Bank clients, ensuring efficient account management and transaction processing. • • • • Handled account verifications and data entry tasks. Resolved customer concerns through email and system-based support. Maintained high accuracy in financial transactions and documentation. Ensured compliance with banking policies and security procedures. Customer Support Representative iQor Philippines, Inc. – Sprint/T-Mobile February 2020 – September 2020 Pampanga, Philippines Managed inbound customer inquiries, billing concerns, and technical issues for Sprint/T-Mobile clients. • • • • Assisted customers with account management, billing inquiries, and technical troubleshooting. Provided solutions for connectivity and device-related issues. Maintained high customer satisfaction by delivering clear and timely support. Ensured accuracy in processing account changes and service upgrades. Customer Support Representative Sutherland Global Services – Amazon Support October 2017 – February 2020 Pampanga, Philippines Provided customer support through inbound calls and chat for Amazon Kindle devices, digital products, and subscriptions, ensuring high customer satisfaction and effective issue resolution. Focused on performing technical support to prevent product returns, achieving a 95% return prevention rate. • • • • • • Troubleshot software and hardware issues for Amazon Kindle devices, resolving concerns efficiently. Assisted customers with digital product inquiries, subscriptions, and transactions. Delivered exceptional customer service through active listening and clear communication. Successfully prevented 95% of potential returns by providing effective troubleshooting and solutions. Maintained high accuracy in documentation and customer interactions. Consistently met performance metrics, including resolution time and customer satisfaction scores. ADDITIONAL EXPERIENCE __________________________________________ Office Assistant (Encoder) Sandigan Lumber Corporation October 2016 – January 2017 Bataan, Philippines Responsible for encoding daily sales transactions to maintain accurate inventory records and support office operations. • • • Processed and recorded daily sales and inventory data. Ensured accuracy in data entry and report generation. Assisted with administrative tasks and document management On-the-Job Training – Quality Assurance & IT Support Maritime Academy of Asia and the Pacific April 2015 – June 2015 Bataan, Philippines Assisted internal teams in the Quality Assurance Department (QAD) and Management Information and Instructional Technology Department (MIITD) to ensure compliance with institutional standards and technical support for IT-related concerns. • • • Assisted in quality assurance meetings and documentation. Supported IT staff in troubleshooting technical issues. Helped maintain and organize institutional records. EDUCATION __________________________________________ Bachelor of Science in Computer Science, Major in Software Development Bataan Peninsula State University, Balanga City, Bataan 2011 – 2016 Bataan, Philippines