Shelly Mae Sogueco

SHELLY MAE SOGUECO Virtual Assistant | Customer Service Representative | Claims Specialist SKILLS • Customer Service (Phone, Email, Chat) • Virtual Assistance • Lead Generation • Data Entry • Research • Auto Claims Management • Campaign Management • Email Marketing & Automation PROFESSIONAL SUMMARY I’m a multi-skilled remote professional with nearly 12 years of experience helping brands deliver standout customer service, streamline operations, and drive retention, whether through chat, phone, email, or claims resolution. From managing high-volume support queues to building lead-gen campaigns and navigating complex platforms like Zendesk, Shopify, Salesforce, and Snapsheet, I bring adaptability, empathy, and results to every task. If you’re looking for someone who can wear multiple hats, own the process, and keep customers happy, I’m your person. WORK EXPERIENCE Customer Service Agent TOOLS & PLATFORMS • CRM & Support: Zendesk, Gorgias, Salesforce, Kustomer, Returnly • E-commerce: Shopify, ShipStation, AfterShip, Fulfil.io, Go2Stream (SGK) • Communication: Slack, Microsoft Office, Google Workspace • Automation & Lead Gen: Snov.io and Sales Navigator • Claims: Vice Snapsheet • JIRA Talentpop | Sep 2022 – Present Responded to inquiries regarding orders, refunds, returns, and delivery issues Provided support across multiple channels, including email and chat Freelance Lead Generation Specialist FreeUp | Sep 2022 – Feb 2024 Created and managed email outreach campaigns using Snov.io Built prospect lists and engaged potential clients through automated workflows Freelance Virtual Assistant Upwork | Sep 2022 – Mar 2023 Conducted student evaluations and feedback interviews for a research firm EDUCATION Bachelor of Science in Business Administration – Major in Marketing Management Holy Cross of Davao College | SY 2012 – 2013 Freelance Virtual Assistant FreeUp| September 2022 - November 2022 Handled administrative tasks, outbound calls to IRS, and basic data entry Assisted in booking travel and coordinating schedules Claims Specialist CONTACT Email:-Skype: live: shellymaebejar LinkedIn | Facebook 📍 Getaround | Aug 2021 – Sep 2022 Managed auto claims using Snapsheet Vice and Zendesk Coordinated with vendors and resolved disputes through outbound calls Email & Phone Support Getaround | Mar 2021 – Aug 2021 Addressed customer concerns via email and phone for both renters and owners Email Support Representative Peak Support | Oct 2020 – Mar 2021 Managed customer inquiries and issues using Salesforce CRM Seasonal Virtual Assistant GemstoneGods | Jan 2020 – Feb 2020 Handled customer queries via email and managed Shopify backend Managed social media accounts Inbound Customer Service Representative GoGoGrandparent | May 2018 – Sep 2019 Scheduled rides through Uber/Lyft and resolved billing disputes Billing and Sales Specialist T-Mobile (Alorica) | Apr 2017 – May 2018 Assisted clients with billing inquiries and processed mobile phone troubleshooting Technical Support/Billing Specialist Verizon/Frontier/AT&T/DirecTV (Ibex Global) | Dec 2015 – Mar 2017 Provided tech support for TV, modem, and phones Addressed billing issues and processed refunds Technical Support Representative Comcast (Teleperformance) | Jul 2014 – Oct 2015 Helped customers with equipment activation and basic troubleshooting of TVs, modems, and phones Customer Service Associate NCCC Mall, Davao City | Jan 2014 – Jun 2014 Assisted clients with rewards program and inventory-related inquiries Customer Service Intern (OJT) PLDT, Davao City | Jul 2013 – Oct 2013 Handled outbound calls for overdue accounts and billing support