Martin Tolentino
Email Customer Experience & Operations Support Specialist
E-commerce | DTC | Retail
https://martintolentinocx.wordpress.com/
https://www.linkedin.com/in/martintolentino/
Tarlac, Philippines | Remote
Professional Summary
I started my remote email customer service journey in the middle of 2019, since then, I worked
with an e-commerce brand through email. I manage email support inquiries end to end, handling
pre- and post-purchase inquiries, resolving order & fulfillment issues, and collaborating with
internal teams to ensure compliance with return, refund, and exchange policies. Available to
support U.S. business hours.
Core Competencies
Customer Experience
● Pre- & Post-Purchase Assistance
● Ticket Ownership
● Escalation Management
● VIP Customer Care
Order & Fulfillment Coordination
● Order Lifecycle Coordination
● Returns & Exchanges
● Cross-Team Coordination
● Shipping Exception Resolution
Customer Communication
● Customer Expectation Management
● Proactive Customer Updates
● Resolution-Focused Communication
● Proactive Customer Reassurance
Tools and Platforms
●
●
●
●
●
Shopify
Magento
Zendesk
Slack
Gmail & Google Workspace
Professional Experience
Customer Service Representative
Cigars, Inc. (DBA CigarPlace.Biz)
May 21, 2019 – February 25, 2022
June 1, 2023 – February 27, 2026 (Rehired)
● Managed daily email support for a cigar retail store, handling pre-purchase product
questions and post-purchase order concerns.
● Took ownership of customer tickets end to end, keeping communication clear and timely
from first contact to resolution.
● Coordinated with warehouse and operations teams to resolve shipping issues, order
changes, and product availability concerns.
● Resolved customer concerns with a focus on first-contact resolution, reducing the need
for repeat follow-ups.
● Maintained consistent queue coverage to prevent backlog and ensure customers weren't
left waiting.
● Build customer trust and repeat business by setting clear expectations around shipping
times, product availability, and order status.
