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Demetrio D. — Senior Customer Service Specialist from Philippines

Demetrio D.

Senior Customer Service Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
English
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About

Demetrio D. is a seasoned Customer Service Professional with over 13 years of experience in diverse industries, including gaming, e-commerce, telecommunications, and data management. His proficiency in technical troubleshooting, customer account management, and after-sales support is complemented by his adept use of CRM platforms such as Helpshift, Zendesk, and Salesforce. In his role at Keywords Studios from 2019 to 2026, he specialized in ticket handling and technical issue resolution, also leveraging tools like Trello and Jira for action planning. His e-commerce experience at Transcosmos Asia Philippines and Global Integrated Contact Facilities involved managing orders and facilitating communications between buyers and sellers. Earlier roles at Results Manila Inc and 24-7 Intouch Philippines saw him tackling telecommunications inquiries and providing driver-app technical support. His educational background in Computer Hardware Servicing further underlines his technical acumen, equipping him with skills in hardware diagnostics, OS installation, and networking.

Experience

  • Player Support

    Keywords Studios · 2019 — 2026
    Provided customer support via email and Helpshift, managing ticket handling to resolve inquiries and troubleshoot technical issues. Processed modifications to accounts and refund requests while ensuring accurate fulfillment of customer purchases. Documented recurring game issues and formulated action plans using Trello and Jira. Analyzed customer feedback for potential product and service enhancements.

  • E-Commerce Customer Service Representative

    Transcosmos Asia Philippines · 2018 — 2019
    Assisted customers with inquiries regarding their orders and communicated available offers on the platform. Conducted proactive outreach to customers and managed complaints and feedback effectively. Facilitated updates for pickup or delivery status for both sellers and buyers.

  • E-Commerce Customer Service Representative

    Global Integrated Contact Facilities · 2017 — 2018
    Supported e-commerce customers through ticket handling, focusing on processing transactions and resolving order-related issues. Coordinated between buyers and sellers to ensure seamless order fulfillment and transaction processing. Assisted customers with refund requests and helped sellers expedite or update order statuses.

  • Customer Service Representative (Inbound & Outbound)

    Results Manila Inc · 2017 — 2017
    Handled inquiries from customers related to billing, payments, and account balances in the telecommunications sector. Promoted various product offerings, rectified billing discrepancies, and logged customer interactions within the CRM. Escalated complicated cases to senior support or appropriate departments when required.

  • Customer Service Representative

    24-7 Intouch Philippines Inc · 2016 — 2016
    Assisted drivers with application status, including background checks and account-related issues. Clarified payment calculations, resolved earnings discrepancies, and provided guidance on tax documentation. Addressed inquiries regarding vehicle eligibility and inspection requirements, and explained eligibility for various driver bonuses. Offered technical support for app issues affecting ride acceptance and navigation.

  • Transaction Specialist

    Arvato Bertelsmann Philippines · 2014 — 2015
    Managed and facilitated financial transactions related to Microsoft’s products and services, including software licenses and cloud solutions. Collaborated with customers, partners, and internal teams to ensure transactions were processed accurately and efficiently. Provided assistance and resolved issues pertaining to customer accounts and Microsoft financial transactions.

  • Inbound Customer Service Representative

    Tech Mahindra Inc · 2013 — 2014
    Handled customer inquiries, focusing on technical support, billing and payments, and account management. Addressed complaint resolution while promoting customer retention and loyalty.

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