Kaye Dimple Rosenda Velasco

KAYE DIMPLE ROSENDA VELASCO CUSTOMER SUPPORT SPECIALIST | LIVE CHAT | SAAS | B2B SUPPORT SUMMARY Customer Support Professional with 6+ years of experience in high-volume call centers, SaaS platforms, and B2B environments. Skilled in live chat support, billing dispute resolution, lead qualification, and de-escalating upset customers. Experienced in assisting contractors from large companies, coordinating with crossfunctional teams, and delivering clear, solution-focused communication in remote settings. Known for empathy, accountability, and strong written communication skills. WORK EXPERIENCE Customer Support & Lead Qualification Specialist (Live Chat – B2B) LED Lighting Supply | December 2024 – February 2026 Provided real-time live chat support to contractors and commercial clients from large companies Qualified inbound leads and routed project inquiries to appropriate lighting specialists Assisted existing customers with bulk orders, pricing, product specifications, and order tracking De-escalated frustrated contractors regarding shipping delays, billing discrepancies, and technical concerns Coordinated with sales and technical teams to ensure accurate quotes and timely resolution Maintained detailed CRM documentation for follow-up Customer Support Specialist (SaaS – Contract) Givebutter | May 2024 – October 2024 Supported nonprofit organizations using a digital fundraising platform Guided clients through onboarding, campaign setup, and feature navigation Troubleshot platform-related technical issues and escalated bugs to engineering teams Resolved billing inquiries, subscription adjustments, and payment concerns Managed time-sensitive requests during active fundraising campaigns Customer Support Representative (Part-Time / Contract) ALPHAMETA LLC | December 2023 – September 2024 Assisted customers with online course enrollment and platform navigation Resolved billing disputes, refund requests, and subscription concerns De-escalated upset customers using empathy and solution-focused communication Escalated complex cases while maintaining ownership and follow-up Documented interactions accurately within CRM systems Customer Care Specialist (Full-Time) DIRECTV | November 2019 – November 2023 Handled high-volume inbound calls resolving billing, service, and technical issues Resolved complex billing discrepancies including overcharges and payment arrangements De-escalated highly dissatisfied customers and prevented service cancellations Processed account updates, service modifications, and troubleshooting requests Consistently met performance metrics including customer satisfaction and first-call resolution Social Media Manager (Part-Time) IceBeanie | November 2024 – June 2025 Managed daily customer engagement across social media platforms Responded to inquiries and complaints while maintaining professional brand voice Addressed public-facing concerns to protect brand reputation Created engaging content to increase customer interaction EDUCATION Bachelor of Secondary Education June 2014 - June 2019 University of Southeastern Philippines Major in English ADDITIONAL INFORMATION Certifications Social Media Marketing Certification – HubSpot Academy Customer Service Certification – Brentwood Open Learning College Awards Top Customer Care Representative (2021) – DIRECTV Top 2 Customer Care Representative (Back-to-Back, 2022) – DIRECTV