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
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
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