SAP
Alessa Josue
Senior Support Specialist
Summary
An accomplished Senior Support Specialist with a strong background in enhancing customer satisfaction and optimizing support processes. Demonstrates expertise in resolving complex technical issues, serving as a subject matter expert, and providing guidance on escalated cases. Known for a collaborative approach and commitment to process improvement, consistently contributing to a seamless customer experience and increased operational efficiency.
Overview
19
19
years of professional experience
Work History
Senior Support Specialist
Shopify
7 2023 - Current
- Leverage administrative expertise to enhance customer support and operational efficiency
- Proficient in Shopify Plus, swiftly troubleshooting technical issues and managing e-commerce websites and processes
- Excel in process improvement by identifying opportunities for streamlined workflows and accurate documentation
- Collaborate effectively across teams to contribute to a seamless merchant experience while adapting to evolving technologies.
- Support Enterprise merchants on chats, calls, and emails.
- Engages in high quality interactions with internal stakeholders.
- Solves complex problems both individually and in collaboration with other teams.
- Helps design, build, and maintain team and merchant solutions.
- Streamlined support processes for increased efficiency and reduced response times.
- Served as a subject matter expert for the support team, providing guidance on escalated cases.
- Improved customer satisfaction by addressing and resolving complex technical issues promptly.
Plus Support Specialist
Shopify
05.2022 - 07.2023
- Provided courteous and prompt support to merchants, coupled with adept technical troubleshooting
- Collaborated with cross-functional teams to develop and implement effective support strategies.
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
- Demonstrated leadership as Team Contact and Slack Goalie, managing technical challenges effectively
- Facilitated onboarding, mentoring, process improvement, and performance analysis.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
Support Advisor
Shopify
10.2021 - 04.2022
- Utilized administrative skills to thrive in delivering exceptional customer service
- Adept communication and interpersonal skills enabled effective interactions with merchants
- Managed multiple tasks in fast-paced settings, adapting to process and technology changes
- Proficient documentation and insightful reporting contributed to positive customer experiences and ongoing process improvement.
- Boosted customer confidence in company products through consistent provision of accurate information during interactions.
- Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
Executive, Distribution Services
Radisson Hotel Group
09.2018 - 10.2021
- Discussed and developed business strategies with key strategic accounts, managing the business pipeline, and growing revenue
- Completed strategic customer account plans, ensuring company standards and overall client satisfaction
- Developed written internal stakeholder communications and built deep relationships with key internal and external stakeholders
- Proactively assessed, clarified, and validated customer needs, partnering with internal resources to drive additional value and expertise
- Managed diverse administrative tasks, efficiently handling travel arrangements, coordinating international trips, and optimizing front desk processes.
- Managed a high volume of customer inquiries, demonstrating excellent problem-solving skills to resolve concerns quickly.
- Maintained accurate records for client accounts, ensuring timely payments and proper documentation.
- Contributed to the development of standard operating procedures that streamlined workflows across multiple departments.
- Collaborated with cross-functional teams to complete complex projects within tight deadlines, resulting in increased overall efficiency.
- Completed routine maintenance tasks efficiently, ensuring optimal equipment performance and minimizing downtime.
- Answered questions and provided information about Global Distribution System (GDS), Central Reservations System (CRS), Customer Relationship Management System (CRM), Property Management System (PMS)
- Assisted in training new employees on company tools, procedures, and best practices to improve overall efficiency.
Administrative Officer
Radisson Hotel Group
07.2011 - 09.2018
- Excelled in diverse administrative tasks, efficiently managing travel arrangements, and coordinating international trips and visa applications for Senior Leadership
- Played a crucial role in strategic decision-making by preparing comprehensive reports for key business leaders, ensuring seamless communication of corporate objectives
- Enhanced overall office operations, providing top-tier administrative support, optimizing front desk processes, and streamlining supply orders through data-driven approaches.
Customer Support Officer
LNS Camion Transport Pte Ltd
03.2009 - 07.2011
- Spearheaded strategic initiatives to expand client databases, maintain positive relationships with key clients, and drive revenue growth
- Developed and implemented comprehensive strategic plans for key accounts, ensuring alignment with company standards and objectives
- Acted as the liaison between key customers and internal teams, ensuring seamless communication and alignment of client needs with internal processes
- Demonstrated a deep understanding of customer decision-makers' strategies, priorities, and needs.
Assistant Manager
Connexion Centre Pte Ltd
11.2008 - 03.2009
Operations Supervisor
Family Entertainment Center, Inc.
09.2007 - 09.2008
Customer Care Senior Assistant
Dell Phils. International Services, Inc.
09.2006 - 07.2007
Customer Service Representative
PeopleSupport Phils. Inc.
04.2005 - 07.2006
Education
Graduate Diploma in Human Resource Management -
Management Development Institute of Singapore
Bachelor of Science in Psychology - undefined
Adamson University
Skills
Team Leadership and Mentoring
Technical Support Expertise in E-commerce Platforms
Strong Analytical and Problem-Solving Skills
Effective Communication and Collaboration
Organizational and Time Management
Continuous Learning and Adaptability
Data Analysis and Reporting
Adaptability and Flexibility
Escalation Handling
Customer communications
User Onboarding
Customer Support
Technical Troubleshooting
Training and mentoring
Operations Management
Staff Training
Customer Service
Problem-Solving
Problem-solving abilities
Multitasking
Excellent Communication
Time management abilities
Effective Communication
Active Listening
Attention to Detail
Call Center Operations
Characteristics
- Dependable and Ethical
- Professional Attitude
- Strong Analytical Thinking
- Positive Team Player
- Proactive Learner
- Customer-Centric Approach
- Strategic Planner
- Resilient in High-Pressure Environments
- Exceptional Communication Skills
- Innovative Problem Solver
- Resourceful and Adaptable
- Meticulous and Detail-Oriented
- Effective Decision-Maker
- Strong Interpersonal Skills
- Dedicated to Continuous Improvement
Software
Splunk
SQL
JSON
Mode
Salesforce
MICROS
Concur
Languages
English
Bilingual or Proficient (C2)
Timeline
Plus Support Specialist
Shopify
05.2022 - 07.2023
Support Advisor
Shopify
10.2021 - 04.2022
Executive, Distribution Services
Radisson Hotel Group
09.2018 - 10.2021
Administrative Officer
Radisson Hotel Group
07.2011 - 09.2018
Customer Support Officer
LNS Camion Transport Pte Ltd
03.2009 - 07.2011
Assistant Manager
Connexion Centre Pte Ltd
11.2008 - 03.2009
Operations Supervisor
Family Entertainment Center, Inc.
09.2007 - 09.2008
Customer Care Senior Assistant
Dell Phils. International Services, Inc.
09.2006 - 07.2007
Customer Service Representative
PeopleSupport Phils. Inc.
04.2005 - 07.2006
Senior Support Specialist
Shopify
7 2023 - Current
Graduate Diploma in Human Resource Management -
Management Development Institute of Singapore
Bachelor of Science in Psychology - undefined
Adamson University