Ken Carol Dimataga

Experience Customer Service Specialist Dec 2007 - Oct 2010 EPERFORMAX CONTACT CENTER CEBU | CEBU, PHILIPPINES -Full-time - Graveyard Shift (US hours) -Phone Support for a credit card account -Answers and resolves customers’ inquiries regarding their credit card statements, payments, APRs, disputes, and other products Banker/Financial Advisor/ Claims and Dispute Oct 2010 - Oct 2018 Specialist JPMORGAN CHASE BANK - PHILIPPINE GLOBAL SERVICE CENTER -Full-time - Graveyard Shift (US hours) Ken Carol Dimataga Virtual Assistant Customer Service Representative -Full-time - Graveyard Shift (US hours) -Email and Chat Support for an e-Commerce business (clothing/athleisure apparel) - Answers and resolves an average of 300 tickets and chats or more weekly -Consolacion, Cebu, Philippines 6001 representative with outstanding results in resolving and customer assistance. I am always up for new learnings to enhance my skills and my Oct 2019 - Oct 2022 BITACCESS | WFH (Remote) I am a fully experienced customer expand -Processes domestic/international orders, refunds, returns, exchanges, and shipment claims - Helps/assists newbies with ticket responses Tools used: Zendesk (Email/Chat), Shopify, Gorgias, GSuite. Loop Return, Fulfillment Portal Operations Support Specialist About Me excellent Oct 2018 - Oct 2019 PEAK SUPPORT | WFH (Remote) - providing - Credit Card Services (phone support): handles any inquiries about customers' credit card accounts - Retail Banking Claims/Disputes (phone support): processes customers' claims/disputes for their online banking, checking, and debit card transactions Email and Chat Support Associate Contact service - Auto Finance (phone/email support): handles Loan, Lease, Private Label, and Branch Banker Auto accounts. experiences and knowledge. Skills -Full-time - Graveyard Shift (US/Canada hours) -Email, SMS, Slack, and Phone support for a Bitcoin software company -Answers tickets and inquiries (email/SMS/Slack) promptly regarding customers' Bitcoin transactions -Reviews transaction data and logs and blockchain -Investigates the issue thoroughly before doing any escalations -Escalates transaction and machine operational issues to the engineering team -Troubleshoots machines based on the issue Tools used: Front (email/SMS), Slack, Gsuite), BA Software Virtual Assistant/Customer Service Support Communication Problem-solving Adaptability Multitasking Critical Thinking Financial analysis Education University of San Carlos - College Graduate Bachelor of Science in Management Accounting FirstWalkers | WFH (Remote) Nov 2022- Sep 2024 -Full-time - Morning Shift (Australian hours) -Phone, Email and Chat Support for an e-Commerce business -Answers and resolves an average of 100-150 tickets, calls, and chats or more weekly -Processes domestic/international orders, refunds, returns, exchanges, and shipment claims -Creates Instragam Stories using Canva -Schedules Instagram Stories using Meta Business Tools used: Zendesk, Shopify, Telegram, GMail, Google Sheet, Toky, Canva, Meta Business References Available upon request