Gemma Asedilla

GEMMA ASEDILLA Experienced freelancer with over 5 years of experience in Customer Support and Trust and Safety Moderation. Excellent reputation for resolving problems and improving customer satisfaction. EXPERIENCE TikTok US. Davao, Philippines Web Content Moderator | 06/2019 – 12/2020  Phone: - E-Mail:-Linkedin: linkedin.com/in/gasedilla/ Skill Highlights         Content Moderation Customer Service Technical Support Virtual Assistant Game/App Testing Email and Chat Support Data Entry and Research MS Office and Basic CSS/HTML Education 2018 Bachelor of Secondary Education Major in English University of Mindanao 2012 Bachelor of Science Information Technology Central Mindanao University Languages English – Fluent Filipino – Native Cebuano - Native Ensure user generated content are in-line with community guidelines to make the platform safe for global users.  Constantly awarded as a top-performing moderator for meeting QA and productivity metrics. AT&T Mobility. Davao, Philippines Mobility Retentions Officer | 09/2018 – 05/2019  Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.  Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction. Vodafone NZ. Davao, Philippines Technical Support Representative | 06/2017 – 08/2018  Configured hardware, devices and software to set up work stations for employees.  Developed and tested new product offerings prior to release to assist development team in bug identification.  Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.  Resolved issues with systems, hardware and telephones quickly and accurately. The Essentials Group. Davao, Philippines Virtual Assistant | 05/2015 - 05/2016  Completed administrative tasks by performing business correspondence, transcription and data entry.  Provided website content development using WordPress, Hubspot and other editing software dealing with CSS and HTML. VSEE. Davao, Philippines Virtual Assistant | 06/2014 - 03/2015  Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.  Provided primary customer support to internal and external customers in fastpaced environment. The Simple Stores. Davao | Customer Service Representative | 08/2013 - 03/2014  Resolved complaints via phone, email (Zendesk/Asana) and live chat efficiently to satisfy customers and encourage future transactions.  Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions. AT&T U-verse. Davao, Philippines Technical Support Representative | 10/2011 - 03/2013  Trained and supported end-users with software, hardware and network standards and use processes.  Conducted in-depth product and issue resolution research to address customer concerns.  Installed, modified and repaired software and hardware to resolve technical issues. Assisted customers in identifying issues and explained solutions to restore service and functionality.