TED DOMINIC ABESIA
:-, ✉ :-: Cebu City, Cebu, Philippines.
Birth Date: 11/14/1991
Gender: Male
Marital Status: Single
SUMMARY
Deliver consistent and professional work for every assignment. Offer 10+ years in Customer Service industry
environments and top-notch abilities in communicating with people and providing the best resolution/options.
I have experience using the following CRM, Applications, and Communication tools.
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Zendesk
Amazon Seller Central
Shopify
Slack
WhatsApp
Microsoft Office
Google Suite
ClickUp
Atlassian
Jira
Communicator
Agent Desktop
EMPLOYMENT HISTORY
Customer Service Representative - EPerformax Contact Center - EBAY Australia
Cebu City, Cebu
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Use Customer Service tools to make good business decisions that drive
seller/buyer success while mitigating eBay's risk and losses.
Apply problem solving and judgment when considering limits, selling
performance, and restrictions on a member's account.
Effectively communicate via multiple contact channels by actively listening
and speaking to customers.
Coach sellers on trading practices that create good buyer experiences, and
enable safe, sustainable growth on the platform.
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Assess seller's business model and recommend changes to align their
business to eBay's processes and policies.
April 2014 - June 2017
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Collaborate with peers and leaders to identify customer pain points and
recommend changes to improve processes and/or policies
Understand eBay policies that would help judgment in decisions to
limit eBay's exposure to risk
Achieve quality, satisfaction, and operational metrics as set out by your
leadership team.
Team Leader - EPerformax Contact Center - EBAY Australia
Cebu City, Cebu
June 2017 - December 2018
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Facilitate the development of agent performance by conducting individual
coaching sessions.
Evaluate interactions (phone, chat, and/or e-mail) every week for all team
members to identify and prioritize agent strengths and developmental
opportunities.
Communicate and teach product updates, behavior gaps, call drivers, or
system issues.
Actively participate in weekly/bi-weekly calibration sessions. Review,
validate and approve requests within their authorization limits and take
escalated calls.
Build a strong working relationship with teammates and other
departments.
Technical Support Representative - Smartsourcing - ActivePipe
Cebu City, Cebu
March 2019 - June 2021
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Provide above-and-beyond customer service, assisting with all technical
and product-related queries.
Handle multiple support requests via our ticketing system, email, and chat
services.
Demonstrate an independent ability to troubleshoot & resolve complex
technical issues, including escalations to the Tier 3 Support team.
Become an expert in service offering and a knowledge center to customers
and internal teams.
Lead ad-hoc projects to improve service and increase the
productivity and efficiency of the team.
Building a long-lasting business relationship with clients.
Maintaining and updating the record of all customer communications.
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Providing clients with the necessary product information.
Escalating urgent queries to the senior management.
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Customer Service Manager - HomeProGym
Balgowlah, New South Wales
June 2021 - Till Date
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Answer customer questions and order inquiries via Zendesk,
Facebook Messenger, and Instagram.
Manage social media comments and messages.
Process order replacement and refund in line with the company warranty and
policies.
Communicate with the courier for any shipping-related issues. Maintain
a good customer relationship by providing the best customer support
experience.
Provide updates to the team for website issues and sales-related errors, i.e.,
discount codes not working.
A summary of my skills and experiences is listed below.
• 5 + years of customer service experience, working in a call center as a support specialist and a team lead for a micro
team (Phone, Chat, and Email Support)
• 4 + Customer Service Manager for an eCommerce store (Email, Chat, Social Media Support, Order Processing, and
fulfillment)
• 2+ years technical support specialist (Email Marketing Platform)
• 5 + years of experience using Zendesk
• 3 + years of experience using Shopify
• 3 + years of experience using PayPal (Claims and disputes)
• 3 + years of experience using Amazon Seller Central
• WhatsApp, Skype, Google Suite
• Proficient in Microsoft Office (Word, Excel, and Outlook)
• High attention to detail
• Strong Written and Verbal Communication Skills in English
REFEREES
Christopher Alforque - Operations Manager - 24-7 Intouch
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Former Manager
Toni Rose Tan
Supervisor - Eperformax Contact Center Cebu
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Former Supervisor
Neil Espadilla
Operations Manager - RealestateIQ
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Former Supervisor
