Russel John Gonzales

RUSSEL JOHN GONZALES SENIOR CHAT/EMAIL SUPPORT SPECIALIST| DATA CURATOR|VIRTUAL ASSISTANT Let’s connect: https://www.linkedin.com/in/russel-john-gonzales-66240a214/ - - Caloocan City, 1424, Philippines PROFESSIONAL SUMMARY With over 8 years of experience in customer service across phone, chat, email, and ticketing, as well as technical support, data processing analysis, content moderation, and social media management, I have consistently delivered high-quality service. Most of my roles have been in a remote setup, working primarily during graveyard shifts in the EST timezone. I am also committed to continuous upskilling to further enhance my expertise and value to clients. PROFESSIONAL EXPERTISE AI Website Builder B2B Outbound Lead Generation Basic Graphic and Video Design and Editing Canva Wizard Content Moderation Customer Relationship Management Systems Data Curation, Entry, Parsing, and Analysis Enhanced Customer Support via Chat, Email & Phone Executive Assistant Functionality Product Management Project Management SEO Keyword Research Social Media Management PROFESSIONAL EXPERIENCES Zendesk Tier 2 Specialist/Discord Content Moderator | 01/2024 – Present SupportNinja Inc. - Remote Work Setup Manage escalated customer inquiries, troubleshoot issues, and resolve concerns on the Candy Digital platform using tools such as Discord, Slack, Zendesk, Looker, and Google Suites. Collaborate with Fraud-Escalation support to swiftly address escalations, ensuring customer satisfaction in the fast-paced NFT space. Serve as a Discord staff moderator, assisting with channel management and maintaining a positive community experience. Data Processing Analyst L1 | 08/2022 – 12/2023 SupportNinja Inc. - Remote Work Setup Assisted Dandy Digital Dental Lab by utilizing tools like Google Sheets, Trello, and Looker to streamline data processing, ensure accuracy, and maintain workflow efficiency. I collaborate with cross-functional teams via Slack to coordinate tasks, resolve issues, and enhance team efficiency. I use remote access tools like Splashtop and TeamViewer to provide technical support, troubleshoot issues, and quickly resolve challenges. Data Processing Analyst | 11/2021 – 08/2022 Bolton International (now SupportNinja Inc.) - Remote Work Setup Leveraging Salesforce and Google Suite, I process and organize large datasets to ensure accuracy and efficiency, enabling smooth data management. I enhance databases by enriching them with additional information and parsing data from various sources to create structured datasets. Through meticulous attention to detail and strong analytical skills, I improve data quality, supporting informed decision-making and exceptional service delivery in the beauty and wellness sector. Senior Chat/Messaging Support | 02/2020 – 05/2021 Conduit Global (KGB Philippines) - Remote Work Setup Led the Verizon Messaging team, helping customers with various inquiries, including billing issues, calling and texting usage, data consumption, device purchases, trade-ins, buyouts, international and roaming charges, as well as postpaid plans and packages. Email Live Support Specialist | 04/2019 – 01/2020 Telus International Philippines - In-office Provided support for BIRD e-scooters in the US and EMEA regions via Zendesk ticketing and live email. I also received cross-training across three business lines: Charger, Rider, and Image teams. Food and Beverage Staff | 10/2017 – 02/2019 ATANA Hotel - Dubai, UAE Worked as a versatile F&B staff member at a 4-star hotel in Al Barsha, Dubai, UAE, performing a range of roles such as: Barista, Bartender, Piano Lounge Attendant, Pool Bar Attendant, Room Service, and Shisha Lounge Attendant. Technical Support Associate | 05/2016 – 10/2016 Sykes Asia Inc. - In-office Managed operations at CenturyLink, a telecommunications company providing high-speed internet, fiber, voice, phone, and TV services to residential and small business customers. Customer Support Representative / Technical Assistance Specialist | 10/2015 – 02/2016 TTEC - In-office Managed Verizon Wireless accounts, specializing in their triple-play bundle services, which include high-speed internet, digital TV, and voice services. This role involved addressing customer inquiries, troubleshooting issues, and offering support for all components of the bundle. Hybrid Agent / Retention Specialist | 03/2015 – 08/2015 Convergys - In-office Managed Dish Network accounts, showcasing expertise in customer service and technical support, leading to a promotion to the Loyalty and Retention department. Customer Service Associate | 11/2014 – 03/2015 Concentrix Daksh Services Philippines Corporation - In-office Managed support for Amazon.com's retail program and seller services, addressing customer inquiries, resolving issues, and helping sellers improve their experience on the platform. FREELANCING EXPERIENCES Data Curator | 05/2022 – 10/2022 Viberate.com (Music Data Analytics - Slovenia-based) – Remote Work Setup Managed a comprehensive database of musicians and artists worldwide, including their tracks, venues, events, labels, festivals, and social media platforms. ACADEMIC EXPERIENCES BSBA Major in Marketing Management | 2011 – 2014 Metro Manila College BS in Information Technology|- Colegio de Sta Teresa de Avila Foundation CERTIFICATION Please refer to the link below to view my certificates: https://drive.google.com/drive/folders/1Ml0UH5pg-q0ZT4S4ZbXk1nvOxyR-tnsK?usp=sharing PORTFOLIO Please refer to the link below to view my portfolio: https://drive.google.com/drive/folders/1J49ywY7_AdOVYRw_HPXyc-pSOJHG3eMr?usp=sharing RECOMMENDATIONS Please refer to the link below to view my recommendations: https://www.linkedin.com/in/russel-john-gonzales-66240a214/details/recommendations/