Alfred Joseph Juson

ALFRED JOSEPH JUSON ADDRESS: Blk. 3, lot 15,Meadows of Camelot Subd.,Estefania,Bacolod City MOBILE PHONE:- EMAIL ADDRESS:- JOB OBJECTIVE To be an active employee in your company; to express and develop my skills for the mutual development of the company and myself. CAREER PROFILE *Ability to work under pressure in a constant-changing environment *Hard-working, flexible, and punctual *Integrity and coachable *Fast learner SKILLS: *Fluency in English both written and verbal communication *Professional and excellent customer service experience *Attentive to details and follows instructions accordingly COMPANY: Weston Store ADDRESS: Orlando, Florida USA POSITION: Remote Customer Email Support PERIOD: December 2022 to February 2023 SCOPE OF SUPPORT & SOFTWARE TOOLS: *Email CSR- answer customer emails through our ticketing system with response time of 24 hours. *Freshdesk - our main ticketing tool wherein we respond to customer emails *Shopify - used to check order status, modify orders and process refunds COMPANY: Prominent Outsource ADDRESS: Bacolod City, Philippines POSITION: Remote Virtual Assistant / Email&Chat CSR for a US client PERIOD: April 2022 to August 2022 SCOPE OF SUPPORT & SOFTWARE TOOLS: *Anydesk - software tool used to access client’s laptop and accounts remotely *Facebook Commerce Manager- handling of client account / upload /update product listings / pricing updates for Facebook online stores *Facebook Messenger - provide order updates, general product info to customers *Google Sheets- general reference of information and tasks / documentation and collation of data *Product/data scrapping - research and gather product information from Amazon and eBay *Shopify - data and order entry for products sold on our Facebook stores *eBay - check order status, product purchasing and dropshipping tasks since the client has dropshipping business *Slack - general communication tool among our company COMPANY: PiperLou Collection ADDRESS: North Carolina, USA POSITION: Senior Customer Email Support / Email Support PERIOD: June 2020 to April 2022 SCOPE OF SUPPORT & SOFTWARE TOOLS: *Gorgias - this is our main tool in assisting customers. We receive email responses and then we reply within 24 hours. This is also where we receive responses from our social media pages (Facebook, Instagram) as well as SMS messages. *Shopify - used for checking order status, cancel orders, check refund status and create manual orders. Also used to check item inventory, item SKUs, product descriptions and promo code details. Used to create invoices and send to customer email. Other apps within Shopify that we utilize *Edit order by Cleverific - [for Sr. CS support use only] used to modify an order i.e change quantity, design or size *Loop Returns - [for Sr. CS support use only] used to check return status for orders returned within the return portal *Google Sheets/Docs - used to track refunds, replacements, check promo codes, item availability, SKUs with issues. Used to track customer requests for customization *ShipStation - used to create replacement or manual orders, cancel orders. Used to combine or split an existing order. Used to send return labels *Slack - in-team communication tool we use to receive company updates and announcements, check for customer support requests COMPANY: Kaliber Global Inc. ADDRESS: Washington, USA POSITION: Amazon VA/CSA PERIOD: June 2017 to November 2019 ACCOUNTS HANDLED: Amazon; eBay, Shopify, Walmart SCOPE OF SUPPORT & SOFTWARE TOOLS: *Shopify - Using this tool to check order status, refunds, creating replacements, creating discounts, updating tracking information, adding notes, editing shipping address and account information of customers, creating sales reports, modifying items listings on our website. *Amazon Seller Central - is used to access the Amazon orders, create fulfillment orders and customer messages. *Reply Manager - is the main tool we use to support customers. We use it to access customer emails and answer inquiries or concerns. *ShipStation - is a tool used to create shipping labels and prepaid return shipping labels issued to customers. COMPANY: Convergys-Bacolod ADDRESS: San Antonio Park Square, Lacson Street, Mandalagan, Bacolod City POSITION: Customer Service Associate (CSA) PERIOD: September 8, 2013 to September 13, 2016 ACCOUNTS HANDLED: Amazon; Time Warner Cable SCOPE OF SUPPORT : *Provide technical assistance for cable, phone, and internet troubleshooting *Upselling services/upgrades to eligible customers *Provide details about customer’s bill *Answers customers’ emails about their orders i.e Where’s My Stuff, Delivery date, shipping timeframe, etc. *Provides specific details about a certain product TERTIARY: UNIVERSITY OF ST LA SALLE, BACOLOD CITY Bachelor of Science in Hospitality Management Graduated - March 2012 SECONDARY: St. Joseph School-La Salle Graduated- March 2007 PRIMARY: Education and Training Center for School-I (ETCS-I) Graduated- April 2003 Personal Information Gender: Male Age: 33 Date of Birth: June 10, 1990 Height: 5’3 Weight: 120 lbs. Religion: Christian TRAINING/CERTIFICATES Tour Guiding Seminar (University of St. La Salle) Hospitality Management Congress (University of St. La Salle) Product Specific Training (TWC-EAST) •Geraldine Cervantes Supervisor #- September 2009 December 2010 May 2016