Limuel Pinzon

LIMUEL A. PINZON Customer Support Specialist Email:-Skype ID: lim.pinzon KEY QUALIFICATIONS Experienced in order processing and management, administrative and back office works, email handling and response, chat support, and technical support. Knowledgeable in order fulfillment and management of Amazon, Oberlo, AliExpress and Shopify. Familiar with common web based communication systems for chat and email such as Gmail, Slack, SnapEngage and Intercom as well as CRM systems such as NetSuite, Seibel, Desk and ZenDesk. Experienced in using tracking and shipping courier websites such as FedEX, DHL, UPS and USPS. Highly efficient, organized and keen to details to ensure quality work as virtual assistant/customer service rep is provided and maintained. WORK EXPERIENCE CUSTOMER SUPPORT MANAGER (Online-Home Based) Trophy Skin, Inc. 4372 Kenmare Trail Frisco, TX 75034 USA October 2015 – December 2017 Manages customer support team, handles escalations and provides assistance to customer support representatives as needed. Reviews all cases, chats and call logs to conduct quality assurance checks, highlight customer commendations as well as identify areas of improvement within the team. Monitors all queue areas and ensures all customer concerns are addressed and resolved. Prepares standard operating procedures to document correct process flows and incorporate updates regarding work instructions to ensure all support reps follow standard procedures. Oversees order processing and fulfillment and coordinates with shipping partners and couriers to ensure timely delivery of shipments. Responds to and manages customer feedback and reviews. SENIOR TRAINING OPERATIONS SPECIALIST NetSuite Philippines. Inc. 6th Floor, Tower 1 RCBC Plaza 6819 Ayala Ave., cor. Sen. Gil Puyat, Makati City January 2014 – April 2015 The role of the position is primarily to provide both front-office and back office support for internal and external customer training needs. Renders assistance to a variety of activities related to pre-sales through revenue recognition processes. Support day-to-day classroom operations, customers, internal sales questions and program support. Assesses and identifies training needs through sales or customer interactions. Ensures adequate coverage of the education queues, order processing/troubleshooting, curriculum management and sales support is monitored. Manages task support areas for the Education Services business as necessary. Specific duties and responsibilities are as follows: Customer Service and Sales support: • • • • Manage end-to-end customer registration process Manage customer queues within specified service guarantees and assist mangers with workload balancing Participate in customer outreach programs for revenue generation Support training questions and up-sell opportunities from sales and service teams Course support: • • • • Monitor all classes and support any operational requirements (including all pre and post support activities such as technology set up, curriculum publishing, schedule management, day of class troubleshooting, through to revenue recognition) Engineer and produce virtual classroom events and webinars Support course material management for all system releases Coordinate activities with technology and materials vendors to support project team training (from class conception to day of event) Business Development support: • • • • • • • • Assist with developing process documents to support operational needs Suggest process improvements that will enhance and/or streamline daily tasks Collaborate with NetSuite Marketing to ensure the SuiteTraining web content is current Participate in the implementation of new systems or processes to support the training business Assist with learning exercises and training activities for internal teams Evaluate and improve training program effectiveness and offer specific training program ideas Process complex questions and provide guidance to internal teams Collaborate with project leads on new programs/processes to increase revenue generation CUSTOMER CARE SENIOR ASSISTANT ACS of the Phils. Inc. 7th Floor, One Ecom Building SM MOA Complex, Pasay City October 2011 – September 2013 Customer Care Advisor (Email Support) for the Apple Account, Wave 1 with the following duties and responsibilities: • Resolves customer’s post-sales request, using support protocols as outlined in the company's procedures; requests include, but are not limited to: billing and account inquiries, product information, basic troubleshooting and support thru appropriate web-based self help resources and/or referral to technical support teams as needed. • Provides support and assistance to Training, Quality Assurance and Operations on product knowledge, procedures and updates. • Subject Matter Expert (SME) after the first week; assisted account training of succeeding waves (2 to 8). CUSTOMER SERVICE ASSOCIATE Teletech Phils. Inc. Building F, SM Corporate Offices, Bay Boulevard, Pasay City September 2007 – May 2011 Back-of-house (BOH) consultant for the Merino Account (Telstra) with the following duties and responsibilities: • MICA queue Phase 4; assigned to process mobile orders for Australian telecoms customers. • MSC-IVR; assigned to handle processing of mobile orders for immediate and escalated/priority customers. • DTOW queue; assigned to handle moving orders for fixed/land lines and ADSL orders to their respective queues. • Error Buckets A-Team; assigned to handle processing of error provisioning orders for mobile, fixed lines and ADSL orders. • Subject Matter Expert (SME) for general support for all mobile processes. • Assigned as Auditor; reviews and investigates completed orders and evaluates if correct process was done to complete the record; handles processing of escalated orders as assigned by the TL; assists coagents in all inquiries pertaining to the LOB; coordinates with the TL, STL, OPS and Client if required, concerning issues encountered by agents under the LOB. Last LOB assigned to: Retail Escalation Support taking inbound calls for mobile activations. • Coordinates with Quality regarding correct process flows and updates regarding work instructions to ensure all agents follow standard procedures in provisioning orders; initializes order procedures and escalates this to clients for review and testing; takes initiative to handle inquiries and escalates these thru proper chain of communication. • • • Assigned as POC as required; handles team inquiries and concerns. Forwards updates regarding LOB process and assists agents in processing orders. Monitors queue volume and coordinates with the TL and OPS with its status as required. Assists teammates with system issues and manages initial trouble shooting prior to escalation for IT support. Attends and participates in client meetings as required. Consistent performer for the account, maintains 100% reliability and highly productive. Awarded as 2008 Best Associate for the account. REFERENCES • Available upon request