Carissa Mhay B. Beltran

Customer Support Specialist & Support Analyst - JOOLCA [2021 - 2025]

• Delivered timely and effective customer support via email and chat,

consistently maintaining high customer satisfaction.

• Troubleshot product and order-related issues to ensure smooth customer experiences and successful resolutions.

• Created and maintained internal help articles and support resources for

both customers and internal teams.

• Analysed Zendesk support data to identify trends, reduce friction points, and create actionable reports for leadership.

• Managed and optimised chatbot content (Emerald) to reduce ticket volume and improve customer self-service options.

• Assisted the operations team by reporting inventory shortages, adding

pre-order buffers, and coordinating with logistics to prevent fulfilment delays.

• Flagged marketing inconsistencies (e.g. outdated promos, incorrect product info) to ensure alignment across customer support, marketing, and operations.

Business Developer - Twiceasnice Recruiting [2020 - 2021]

• Conduct outbound calls to schedule appointments with HR Directors

and CEOs for recruitment purposes.

• Communicate effectively with gatekeepers such as receptionists and

executive assistants to reach decision-makers.

• Maintain and update lead records with accurate and relevant

information to support the recruitment pipeline.

• Apply appropriate call dispositions to ensure accurate tracking and reporting of call outcomes

Real Estate Investing Virtual Assistant |Investor Virtual Assistant Services-IVAS [August 2018-November 2018]

• Training of Real Estate essentials for Investors.

• Proficient with handling objections on seller lead calls, determining between a warm or cold lead.

• Trained with Podio, Five9 CRMs

• Creating Buyer's Lists

• Property Management

• Valuation of Comps with or without the MLS

• Skip Tracing

• Social Media Management

• Social Media sites such as Craiglist, Facebook, Twitter, LinkedIn

• Email Campaigns

Home-based Material Trainer and Communications Coach | Acadsoc Online English Ltd. [March 2018-July 2018]

• Assisted trainees in completing five different training programs.

• Assisted tenured tutors in becoming Top Tutors which caters to free trial classes and student enrollment.

• Responsible in coaching tenured tutors and new hires for AFIs.

• Responsible for sending daily reports, updating sheets, scheduling, follow ups, and other admin tasks.

Home-based Top Tutor | Acadsoc Online English Ltd. [July 2016-March 2018]

• Provide English lessons to Chinese students

• Taught TOEIC, TOEFL, ILETS

• Responsible for new student enrolment

ESL Tutor | 51Talk Online English Academy Ltd. [October 2015-February 2016]

• Provide English lessons to Chinese students

• Taught TOEIC, TOEFL, ILETS

• Responsible for new student enrollment

Buying and Selling Customer Support and Subject Matter Expert | Convergys Philippines Corp. [July 2013-February 2015]

• Assisted customers regarding eBay listings

• Took escalation calls

• Assisted customers regarding eBay North America concerns

• Assisted queries from team mates during floor walk

Freelance Writer | Odesk [August 2012-July 2013]

• Content, article, short story writing

Private Secretary | Office of a city councilor [January 2012-July 2012]

• Organized documents

• Received and copied files

• Helped with scheduling appointments

Clerical Assistant | Ordinance and Resolutions Center, Baguio City Hall [May 2010-July 2010]

• Organized documents

• Received and copied files

• Catered to superior’s needs 

SKILLS:

Customer Support Skills:

Email Support, Chat Support, Phone Support, Email Management, Social Media

Moderation

Administrative Skills:

Data Entry, Travel Planning, Personal Assistant, Content Management

Content & Language Skills:

Article Writing, Creative Writing, Proofreading, Transcription

Technical & Strategic Skills:

AI Tools, Training, Critical Thinking,

Quality Control, Technical Support

Logistics:

Logistics & Supply Chain Coordination, Inventory Management, Order Fulfilment, Shipping & Receiving