Monica Montenegro

MONICA MONTENEGRO Customer Service Representative | Administrative Assistant | Software Quality Analyst CORE SKILLS PROFESSIONAL SUMMARY Customer Support (Chat & Email) Active Listening & Empathetic Communication Customer Satisfaction (CSAT) Focus First Contact Resolution (FCR) Handling High Ticket Volume CRM & Ticketing System Management Accurate Documentation & Case Notes Knowledge Base & Help Center Utilization Data Entry & Record Maintenance Cross-Team Collaboration (Product & Technical Teams) Problem Analysis & Root Cause Identification Process Improvement & Quality Assurance Support Time Management & Multi-Tasking Adaptability in Fast-Paced Environments TOOLS & TECHNOLOGIES Zendesk Commslayer ShipStation Canva Wordpress Jira Recurly Shopify Google Suite Testrail Qase BrowserStack (Sheets, Docs, Forms, Calendar) EDUCATION University of Mindanao Bachelor of Science in Computer Science Joji Ilagan Career Center Foundation Certificate in Hotel, Restaurant, and Tourism Management Customer-focused professional with 5+ years of experience in software quality assurance and over a year of hands-on experience in chat and email customer support. Skilled in resolving customer concerns efficiently, providing clear and empathetic communication, and ensuring a positive customer experience. Strong background in administrative support and problemsolving, with the ability to analyze issues, document details accurately, and collaborate with teams to deliver timely solutions. Recognized for being adaptable, detail-oriented, and service-driven, with a genuine commitment to customer satisfaction. WORK EXPERIENCE Software QA Analyst – Agile Service Group (2021 - 2026) Designed and executed test cases to identify software defects, ensuring optimal functionality and performance across multiple platforms. Performed manual testing to verify user interface (UI) consistency, data accuracy, and system compatibility. Performed cross-browser and mobile testing using BrowserStack. Conducted regression testing after code changes and deployments. Documented and tracked bugs and issues using JIRA, collaborating with development teams for issue resolution. Maintained QA documentation, including test plans, scripts, and defect logs.. Worked closely with cross-functional teams, including developers, product managers, and designers, to ensure alignment with project requirements. Administrative Assistant / CSR – Freelance (2024 - 2026) Performed quality assurance (QA) checks on content to verify formatting, grammar, and data accuracy before publication. Executed data entry and content management tasks with precision, ensuring accurate publication across digital platforms. Managed content databases using Google Sheets and Webflow. Managed customer support via email, resolving inquiries related to orders, shipping, refunds, and product concerns. Processed orders, cancellations, refunds, and returns for Shopify orders, ensuring accuracy and timely updates. Software QA Tester – Awesome OS - FabFitFun -) Executed test cases that ensure the software meets the intended requirements and quality standards Worked with QA Leads who provide the test plan containing an overview, collection of test cases, and test scripts Work closely with and follow instructions provided by QA Management Executed regression testing every cycle when changes are made to the code to fix defects Log and write clear defect reports using bug-tracking tools Performed cross-browser and cross-platform testing Assisted in updating product details and content on the website through WordPress Warehouse Coordinator – Awesome OS (2018) Monitor ship station hold orders and address verifications Field warehouse/order related questions and concerns from all CS locations (PH & HQ) Implement new processes, recommendations, and CS policies based on trends and feedback Work closely with Coordinator of Warehouse/Ops and CS QA Coordinator CS reporting, restoring aged orders, processing returns/refunds, identifying patterns in contacts and member satisfaction Customer Service Representative – Awesome OS (2017 - 2018) Handle chat and email support Respond to general/specific customer question about products or billing concerns. Provide assistance, process orders, handle order returns, and resolve complaints.