HONEY JANE SANTOS
CUSTOMER SUPPORT STRATEGIST |
INTERCOM & HELP-DESK SPECIALIST
I help online businesses streamline customer support, automate
workflows, and keep teams organized.
With 15+ years in customer service, including 7+ years as a
remote operations specialist, I design efficient systems,
strengthen customer relationships, and deliver results that keep
clients long-term.
EDUCATION
Bachelor of Science in
Computer Engineering
Rizal Technological University
2010 - 2011
Bachelor of Science in
Computer Engineering
AMA Computer University
2002 - 2025
SKILLS AND COMPETENCIES
Customer Support & Operations
Customer Experience Research,
Product Onboarding, Process
Automation, KPI Analysis, Team
Management, Remote Collaboration
Help-Desk & CRM
Intercom, Zendesk, Zoho Desk,
HappyFox, Groove, Freshdesk, Front,
HubSpot, Salesforce, Gmelius, Hotjar,
Kajabi, ActiveCampaign
Process & Project Management
Workflow Design, SOP Development,
Process Street, ClickUp, Notion,
Trello, Canny
Communication & Content
Google Workspace, Zoom, Slack,
Skype, Discord, TeamViewer, Canva,
Hootsuite, Buffer, Simplified
Course Creation
Articulate Rise, Wistia, SCORM
WORK EXPERIENCE
Independent Contractor
Upwork
June 2017 – Present
Provide customer support strategy, operations
management, and knowledge base development for
long-term clients across diverse industries.
Evaluate and implement customer support platforms
including Intercom, Zendesk, Zoho Desk, HappyFox,
and Gmelius.
Design workflow automations and SOPs using Process
Street, ClickUp, and Notion to streamline tasks.
Assist course creators using Rise, Wistia, and SCORM
for e-learning content.
Act as a trusted virtual assistant for health & wellness
coaches, handling daily operations and
communications.
Customer Service Representative
Accenture Inc.
June 2012 – April 2017
Served as first point of contact for telecom and
electricity providers via phone and email.
Trained as Quality Analyst and provided one-on-one
coaching for CSRs.
Team Leader
Eperformax Contact Centers
May 2009 – May 2010
Led a team of 9 customer service representatives,
monitoring performance and coaching to meet KPIs.
Community Support Agent
Eperformax Contact Centers
Sept 2008 – May 2009
Delivered resolutions for eCommerce customer
inquiries via phone and email.
Customer Service Representative
Teletech
April 2006 – April 2008
Handled billing and service inquiries, performed
troubleshooting for internet and cable issues, and
upsold additional services.
