Gemma Azur

GEMMA “DAM” AZUR Customer Service Professional --Naga City, Philippines ABOUT ME With 8+ years of experience in customer service, technical support, and operations, I have led teams to improve customer satisfaction and optimize workflows. Currently, as a Customer Support Engineer at a SaaS company, I resolve technical issues, streamline processes, and manage knowledge base content to enhance customer self-service. I am also developing skills in executive support, focusing on project management and using tools like Asana and ChatGPT to increase efficiency. I enjoy traveling and discovering unique coffee shops, which inspire my creativity and professional problem-solving. WORK JAN 2025 CURRENT B2B SaaS Company – Under NDA Customer Support Engineer – Chat and Email Deliver remote customer support via chat and email for a global SaaS platform in the HR tech space. Collaborate with internal teams to ensure timely, accurate issue resolution and contribute to process documentation. Continuously improve customer service workflows to enhance efficiency, response time, and user satisfaction. FEB 2025 MAR 2025 MAGIC INC. Executive Assistant Training Program Completed intensive remote executive assistant training program focused on time management, client communication, email and calendar management, task tracking, and process optimization. Demonstrated ability to manage multiple executive-level support tasks with attention to detail, proactive problem-solving, and confidentiality. NOV 2024 DEC 2024 ATHENA Executive Assistant Training Program Pursued a career transition into executive support, gaining skills in project management, inbox management and travel management Learned to utilize tools like Asana, HumanLoop, ChatGPT, Loom and Transcribe to improve efficiency in executive assistant roles MAY 2024 AUG 2024 QUANTRICS Agent Provided technical support to resolve customer issues efficiently, achieving a 15 improvement in first-call resolution rates Managed customer complaints with professionalism and empathy, leading to a 10% increase in overall satisfaction scores AUG 2023 APR 2024 WORK GAP Traveled internationally to build cross-cultural skills in order to apply it to BPO work when I returned to the Philippines AUG 2018 JUL 2023 TELEPERFORMANCE Operations Supervisor (MAY 2022 - JUL 2023) Supervised a team of 15 members, delivering constructive feedback to enhance performance and achieve productivity targets Implemented quality controls and compliance guidelines, resulting in a 10% improvement in operational efficiency Analyzed performance metrics and developed actionable solutions, ensuring the consistent achievement of organizational goals AUG 2018 JUL 2023 TELEPERFORMANCE Customer Service/Technical Support (AUG 2018 - MAY 2022) Delivered voice-based technical support for an Australian telecommunications service, effectively resolving connectivity and billing issues with a 90% first-call resolution rate Provided email and chat support for an Australian streaming platform, assisting customers with account setup, troubleshooting, and subscription management while ensuring a 98% response accuracy rate Analyzed recurring customer concerns across both campaigns and contributed to process improvements, leading to a 15% increase in overall customer satisfaction OCT 2017 MAY 2018 LIZARDBEAR TASKING INC. Teammate Addressed customer inquiries and complaints via phone and email, maintaining a 95% satisfaction rate in compliance with company policies Managed returns, exchanges, and refunds, troubleshooting product issues and working with logistics to ensure timely resolutions Analyzed customer feedback trends and provided actionable insights, contributing to enhancements in service quality and product offerings EDUCATION IACADEMY College Undergraduate, Multimedia Arts and Designs PROFICIENCY IN TOOLS Google Workspace: Google Docs, Google Mail, Google Calendar, Google Slides Microsoft Office: Microsoft Excel, Microsoft PowerPoint CRM & Customer Support: Salesforce, Intercom Project Management & Collaboration: Airtable, Trello, Monday.com Communication: Slack, Zoom, Microsoft Teams Design & Content Creation: Canva AI Tools: HumanLoop, ChatGPT, Gemini, Grammarly, Otter.ai Video and Audio Tools: Loom, Transcribe INTERESTS Reading Travelling Music TASK EXPERTISE Customer Service & Technical Support: Troubleshooting, Customer Support Administrative & Organizational Skills: Inbox & Calendar Management, Travel Management Team Leadership & Collaboration: Team Management, Cross-Functional Collaboration, Mentoring & Training Project & Workflow Management: Project Management, Process Improvement Knowledge Management: Editing & Publishing Knowledge Base Video Communication: Creating Videos (Loom) Transcription & Audio Management: Transcription