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Katrina Pamela Santos
Cainta, Rizal, Philippines
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in/katpamsantos
SUMMARY
Experienced Customer Support Representative with over five years of expertise, seeking roles to enhance user safety and experience through exceptional customer
assistance and engagement in Customer Support, Virtual Assistance, or Content Moderation.
EXPERIENCE
Fraud Prevention Agent | Almedia | Berlin, Germany (Remote) | December 2022 - November 2024
• Mitigated fraud risks by safeguarding customer accounts and platform integrity through accurate verification of withdrawal requests and user authenticity.
• Identified and prevented counterfeit documents by conducting comprehensive documentation checks.
• Utilized Intercom to promptly address fraud-related user inquiries, maintaining an 85% satisfaction rate.
Content Moderator | TaskUs | Quezon City, Philippines | July 2021 - January 2024
• Monitored user-generated content to ensure compliance with community guidelines and platform policies.
• Reviewed and resolved user reports on content violations promptly and efficiently.
• Collaborated with cross-functional teams to refine moderation guidelines and enhance enforcement processes.
Presentation Designer | Upwork | Freelance | January 2020 - June 2021
• Designed visually engaging and client-specific presentations using Microsoft PowerPoint.
• Provided real-time chat support to understand the client’s needs and design preferences.
• Developed over 200 tailored presentation templates for clients, utilizing PowerPoint for seamless visual coherence and brand specificity.
Customer Support Representative | Rossi Nails (Overheat LLC) | Independent Contractor | April 2020 - May 2020
• Addressed over 150 daily customer inquiries through Re:amaze by employing advanced product knowledge and communication tools, achieving a 90% satisfaction
rating.
• Managed customer transactions in Shopify by issuing gift cards and discount codes, canceling orders, processing refunds and returns, and coordinating with the
warehouse to ensure seamless operations.
Virtual Assistant / Chat Support | Americano Crystals | Independent Contractor | January 2020 - May 2020
• Resolved over 50 daily live chat inquiries, achieving a satisfaction rating of 95% through effective communication and extensive product knowledge.
• Uploaded listings, crafted engaging product descriptions, created custom orders, and performed accurate data entry for seamless e-commerce operations.
• Streamlined administrative processes for an Etsy shop by coordinating digital file organization, managing emails, and performing data entry tasks efficiently.
Player Support Agent | Keywords Studios Manila | Pasig City, Philippines | June 2017 - February 2020
• Handled complex player inquiries regarding billing, account recovery, and bug reports using Zendesk and Helpshift, achieving a 90% satisfaction rate.
• Resolved support tickets within established SLA timelines, ensuring a seamless user experience and maintaining high customer satisfaction levels.
• Identified and reported bugs, glitches, and performance issues to ensure a seamless gaming experience.
EDUCATION
Bachelor of Arts in Psychology | Jose Rizal University
Mandaluyong City, Metro Manila | 2018
SKILLS
Creative Communicator · Detail-oriented · Quick Learner · Reliable · Resilient · Tech-savvy · Time-efficient · Well-organized
Customer Support: Content Moderation · Email Support · Fraud Prevention · Live Chat Support
Administrative Tasks: Content Management · Data Entry · Document Management · eCommerce Support · Email Management · Scheduling · Social Media Management
Time Management Tools · Virtual Meeting Coordination
Tools: Asana · Business Suite · Canva · ChatGPT · ClickUp · DeepL · Google Docs · Google Drive · Google Forms · Google Sheets · Google Slides · Gorgias · Helpshift ·
Intercom · Microsoft Excel · Microsoft PowerPoint · Microsoft Word · Midjourney · Pitch · Re:amaze · Slack · Trello · Zendesk · Zoom · Shopify · Etsy · Amazon · Walmart
