Sugar Shane Alfonso

I am a versatile Customer Support and Virtual Assistant professional with extensive experience in customer service, claims and disputes resolution, email management, and social media moderation. My career has allowed me to build strong skills in communication, organization, and problem-solving, all of which I use to deliver high-quality support that helps businesses run efficiently and maintain client satisfaction.

I began my career as a Technical Support Representative for Comcast at StarTek, where I gained firsthand experience resolving customer inquiries, billing issues, and technical concerns. This role taught me the importance of active listening, empathy, and clear communication while providing effective solutions in a fast-paced environment. These skills became the foundation of my service-oriented approach.

I then transitioned into virtual assistance with Catch Creation LLC, where I handled email management, organized inboxes, and responded to customer inquiries promptly. I also worked as a Claims and Disputes Analyst, investigating cases, verifying account details, and coordinating with external agencies such as the Better Business Bureau. These responsibilities sharpened my attention to detail, critical thinking, and ability to manage sensitive information with accuracy and professionalism.

In addition, I served as a Social Media Moderator, managing official brand accounts, reviewing and responding to messages, and analyzing web statistics to measure engagement and advertising effectiveness. This gave me valuable hands-on experience in content moderation, online community management, and tracking performance metrics to support growth.

Technically, I am proficient with CRM and ticketing systems, email management platforms, Microsoft Office Suite, social media management tools, and web analytics. I am also highly adaptable, quick to learn new systems, and comfortable multitasking across different responsibilities without sacrificing quality.

What sets me apart is my adaptability and proactive approach. I can seamlessly transition between customer-facing communication, back-end reporting, or online engagement tasks, depending on what the team needs. I thrive in remote roles where reliability, attention to detail, and self-motivation are essential.

If you are looking for a dependable professional who can handle customer service, email and inbox management, claims and disputes, content moderation, or administrative support, I am confident my skills and experience will be a valuable asset to your team.