Julie Rose S. Tagalog
Lapu-Lapu City, Cebu, Philippines | - |-
Summary
Highly skilled customer service and technical support expert with over 10 years of experience in
providing exceptional service and troubleshooting technical issues. Proven track record of
building strong customer relationships, managing small teams, and quickly adapting to new
processes. Experienced in managing global customer support for SaaS products and resolving
complex technical challenges. Proficient in various CRM systems and support tools, with a
strong focus on communication, problem-solving, and team leadership.
Skills
● Customer Service & Technical Support: Phone, Email, Chat support
● Tools & Software: Intercom, Salesforce, ACT, Google Docs/Sheets, Microsoft Office
Suite (Word, Excel, PowerPoint, Outlook)
● Communication & Problem Solving: Effective communication, troubleshooting, and
resolution of customer issues
● Shift Management & Team Leadership: Assist team members with complex cases and
processes, ensuring efficient issue resolution and smooth operations.
Experience
Invoice Simple | Shift Manager | August 2022 - Present (2 years 7 months)
Remote | Vancouver, British Columbia, Canada
● Recognized for exceptional performance and promoted to Shift Manager within 11
months.
● Led a small team to ensure efficient customer support for a SaaS product, with a focus on
resolving technical and product-related issues for both web and mobile app users.
● Managed administrative tasks, including DSAT scrubbing and data compilation, to
identify opportunities for service quality improvement.
● Reported outages and critical issues to the development team, providing detailed
information for quick resolution.
1
Chinese Business Support Ltd | Virtual Assistant | March 2022 - June 2022 (3 months)
Remote | United Kingdom
● Provided administrative support to an international energy management company,
managing customer and partner communications via email.
● Maintained CRM system, performed data entry, analysis, and resolved customer disputes.
● Assisted with general administrative tasks to ensure smooth daily operations.
JPMorgan Chase & Co. | Retail Banking Specialist | June 2017 - March 2022 (4 years 10
months)
On-site | Cebu, Central Visayas, Philippines
● Delivered inbound customer support to US-based clients regarding account transactions,
payments, fees, interest rates, and app navigation.
● Provided timely and accurate solutions to customer inquiries, ensuring high levels of
customer satisfaction and service excellence.
[24]7.ai | Technical Support Specialist | May 2015 - May 2017 (2 years 1 month)
On-site | Cebu, Central Visayas, Philippines
● Provided inbound technical support to US-based customers, assisting with modem
installations, router settings, and device configurations.
● Troubleshoot email client issues on smartphones and computers, providing solutions and
offering additional internet services/products.
● Delivered billing information and support for internet services.
Wipro | Billing Specialist | May 2014 - May 2015 (1 year 1 month)
On-site | Cebu, Central Visayas, Philippines
● Provided inbound billing support to UK-based business customers in the
telecommunications sector, resolving billing inquiries and ensuring accurate information
was provided in a timely manner.
Education
Misamis University
Bachelor of Business Administration (BBA) in Finance and Financial Management Services
October 2009 - April 2014
2
