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Carmelita F. — Mid-Level Social Media Support Specialist from United States

Carmelita F.

Mid-Level Social Media Support Specialist

United States 1-2 years
Open to offersNew to Platform
Languages
English
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About

Carmelita N. F. is an experienced customer service professional with over five years in the BPO industry, specializing in eCommerce and financial services support. With a blend of roles ranging from front-line support to leadership and quality assurance responsibilities, she is known for delivering exceptional customer experiences and maintaining strong communication skills. Carmelita adeptly managed multitasking demands and time-sensitive challenges in positions such as Bank Collections Specialist at JPMorgan Chase & Co., and Social Media Support Representative for TDCX, where she was tasked with providing business support for Facebook and Instagram Ads. Also, she has extended her expertise to remote work, leveraging her knowledge in CRM tools and technical troubleshooting for companies like Dell. Her commitment to customer retention and conflict resolution, combined with a strong focus on quality assurance, underscores her career in diverse roles across the BPO landscape.

Experience

  • Virtual Assistant (Independent)

    Freelance Work · 2025 — 2025
    Managed collections and bank reconciliation tasks for a small company in New Zealand. Negotiated payment plans, resolved billing concerns, and performed administrative tasks including email management and appointment scheduling.

  • Account Manager (US Company - Flagship One)

    Freelance Work · 2025 — Present
    Engaged in lead generation and account management tasks. Explained billing details, resolved account-related issues, conducted cold calling, handled inbound calls for resolutions, and scheduled repairs while processing warranty claims.

  • Bank Collections Specialist

    JPMorgan Chase & Co. · 2022 — 2024
    Contacted clients to address overdue balances and assist in resolving accounts. Utilized a consultative approach to understand financial challenges and propose viable solutions while maintaining professionalism and empathy.

  • Social Media Chat & Email Support Representative

    TDCX (Facebook & Instagram eCommerce Support) · 2020 — 2022
    Supported business owners using Facebook and Instagram for their eCommerce needs. Assisted clients with account setup, product catalog management, and ad campaigns. Provided guidance on platform compliance and optimization through email, chat, and voice calls. Undertook temporary Quality Analyst duties and led additional tasks assigned by the manager.

  • Customer Retention Specialist

    Concentrix (SiriusXM) · 2019 — 2019
    Managed inbound retention calls for customers of SiriusXM. Offered alternative solutions and discounts to help retain subscriptions while meeting retention goals and customer satisfaction targets.

  • Chat Support / Customer Service Representative

    Afni Teleservices (Verizon) · 2018 — 2019
    Delivered chat-based customer service for Verizon clients, addressing billing inquiries, service-related issues, and general account queries.

  • Customer Service Representative – Collections (Sprint)

    Alorica Teleservices (Sprint) · 2016 — 2018
    Negotiated payment arrangements and collected overdue balances. Clarified billing details and resolved related account issues.

  • Technical Support Representative – Basic Warranty (Dell)

    Alorica Teleservices (Dell)
    Provided basic troubleshooting for hardware and software issues related to Dell computers. Guided customers through resolution procedures over the phone.

Skills & Expertise

Customer ServiceCustomer SupportCustomer Service Representative

Education

  • Bachelor of Science in Industrial Design (Undergraduate – not completed)
    Mapúa Institute of Technology