JESHORUN PAGUEL

Customer Experience Professional | Client Support Specialist

About

Dynamic Customer Experience Professional with 5+ years of experience in chat support, back-office operations, and customer service. Proven ability to resolve complex inquiries, manage critical documentation, and enhance client satisfaction. Eager to leverage strong communication and problem-solving skills in a challenging and growth-oriented environment.

Work Experience

Chat Support Representative

Dripdesk Asia Inc

Jul 2021 - Mar 2024

Provided comprehensive chat-based customer support, serving as the primary point of contact for client inquiries and issue resolution.

  • Managed a high volume of customer inquiries, ensuring timely and effective resolution via chat.
  • Crafted engaging and creative responses to enhance customer satisfaction and build positive relationships.
  • Proactively engaged customers to address concerns and provide comprehensive support, maintaining high service standards.

Documentation Associate (Back Office)

Seidopro Global Inc (ONE & NYK TDG)

Jan 2020 - Jun 2021

Managed critical back-office documentation processes, ensuring accuracy and compliance for shipping operations.

  • Ensured accuracy and completeness of shipping instructions by meticulously reviewing documentation against established requirements with principals.
  • Efficiently encoded shipping instructions and proactively coordinated with on-shore counterparts to resolve discrepancies and clarify information, ensuring smooth operations.

Customer Service Representative (Kohl's.com)

24/7.ai

Dec 2018 - Dec 2019

Delivered exceptional customer service and account management for a major retail client through inbound calls.

  • Provided excellent customer service by expertly addressing a wide range of general and account-specific inquiries.
  • Proficiently processed order placements, tracked shipments, managed refunds, and handled replacements, resolving issues efficiently.
  • Managed shopping accounts through inbound calls, ensuring customer satisfaction and efficient service delivery.

Education

Marketing Management

University of Perpetual Help System Dalta

Jan 2017 - Dec 2019

Languages

English (Proficient) , Filipino (Native) , Ilocano (Native)

Skills

Communication Skills

  • Written Communication
  • Verbal Communication
  • Active Listening
  • Client Engagement

Customer Service

  • Chat Support
  • Inbound Calls
  • Issue Resolution
  • Customer Satisfaction
  • Account Management

Problem Solving

  • Discrepancy Resolution
  • Inquiry Management

Organizational Skills

  • Detail-Oriented
  • Accuracy
  • Workflow Management

Adaptability

  • Dynamic Environments
  • Schedule Flexibility
  • Fast Learner

Data entry

Documentation Management

  • Data Entry
  • Record Keeping
  • Compliance
  • Accuracy

References

Ace Angelo Pabalan

Senior Business Analyst / Football club manager 09188009078

Mia-Anne Lanuza

Technical Check Specialist 09052846689