Edward Marcelo

My most recent employer was a US-based company that caters to issuing emotional support animal letters to individuals who are experiencing mental health problems, As one of the only 2 email support personnel, I was responsible for answering customer's email inquiries, providing assistance and instructions for new applications, addressing complaints without agitating the customer and protecting the company’s policy and integrity. I also created numerous email templates and procedures (case escalation, refund request, etc).

I have also previously worked for a very well-known US travel booking website (Priceline.com) for more than 9 years as a customer relations representative. There, I have developed my skills in providing and delivering professional, helpful, high-quality services, and assistance to our customers. The long experience gave me the patience and the confidence I need to handle different types of calls. Working as a Research and Escalation agent for 6 years, I enhanced my ability to research cases and resolve customer's issues in a very timely manner. Communicating with customers and travel partners via phone or email enhances my skills even further. 

A year before Priceline.com, my technical skill with internet connection was developed when I had a chance to work with a well-known US phone and internet company, AT&T.

I also have vast experience in office-related work. My previous jobs were administrative assistant, liaison officer, instructor, and trainer at a private school, an outdoor advertising company, and a human resources company.  I know using Zendesk as a form of phone/email communication with customers. We also used Agile as our CRM, google spreadsheet as our trackers, and other online tools that were designed for the use of the company.