Sugar Shane Alfonso

Sugar Shane Alfonso Versatile support specialist skilled in customer care, claims and disputes, email management, and content moderation. Organized, adaptable, and service-focused. Work Experience TSR I (Comcast), StarTek November 2013 - March 2018 Resolved customer complaints and concerns using effective communication and negotiation skills to drive customer satisfaction. Assisted customers with online billing, account inquiries, and servicerelated issues, ensuring timely resolution. Delivered comprehensive technical support, troubleshooting problems efficiently and providing clear solutions. Skills Email VA, Catch Creation LLC Technical Skills December 2020 - May 2021 Responded to customer inquiries using both templates and personalized communication to ensure accurate, timely support. Organized and maintained inbox by applying filters and streamlining processes for efficient email management. Claims/Disputes Analyst, Catch Creation LLC May 2021 - October 2021 Investigated and resolved customer claims and disputes by reviewing case details, verifying account information, and applying company policies. Contacted external agencies such as the Better Business Bureau (BBB) to coordinate case resolutions and ensure compliance with regulatory standards. Prepared accurate reports and documentation for escalated cases, ensuring transparency and proper record-keeping. Social Media Moderator, Catch Creation LLC October 2021 - April 2022 Moderated official social media accounts to ensure safe, engaging, and brand-appropriate interactions. Reviewed and managed user comments/messages, responding to inquiries and fostering positive community engagement. Tracked and analyzed web statistics such as unique visitors, page views, and return rates to evaluate advertising effectiveness. Educational Background Bachelor of Science in Nursing Our Lady of Fatima University 2012 Bachelor of Arts in Mass Communication, Major in Broadcast Centro Escolar University 2008 CRM & Ticketing Systems Email Management Tools Social Media Platforms Web Analytics Technical Troubleshooting Tools CRM & Ticketing Systems Email Management Platforms Social Media Management Tools Web Analytics & Reporting Tools Microsoft Office Suite (Word, Excel, Outlook)