Ellen J.
Mid-Level Customer Support Operations Specialist
Open to offersNew to PlatformAbout
Ellen J. is an accomplished customer service and operations professional with over five years of experience in fast-paced BPO settings, specializing in telecommunications, retail, reservation, and social media accounts. She is skilled in customer support, escalation management, and CRM systems, including hands-on experience with Salesforce, Zendesk, HelpScout, WooCommerce, and WordPress. Her career includes a significant role as a Content Moderator and Subject Matter Expert at TaskUs Inc., where she provided process guidance and policy clarification, maintaining productivity and quality targets. Ellen also served as a Complaint Resolution Manager at Concentrix Philippines, improving service quality for an Australian telecommunications account. Her experience extends to team leadership, supporting operations, and conducting quality assessments. Ellen's educational background in mathematics and her remote work readiness make her a versatile candidate equipped for flexible roles across various time zones.
Why hire me
You should hire me because I have over five years of customer service and BPO experience, where I developed strong communication, problem-solving, and multitasking skills. I’m reliable, adaptable, and comfortable handling different types of customers and concerns. I’m also willing to learn, take feedback, and make sure I provide quality service while supporting the team and the company’s goals.
Experience
Content Moderator | Subject Matter Expert | Team Lead Apprentice
TaskUs Inc. · 2024 — 2026Reviewed and managed user-generated content on social media platforms, ensuring adherence to community guidelines. Acted as a Subject Matter Expert providing process guidance and operational support to team members. Supported team coaching and performance monitoring as a Team Lead Apprentice. Conducted evaluations and assessments of content quality to enhance operational consistency.Complaint Resolution Manager – Telecommunications Account
Concentrix Philippines · 2020 — 2023Handled escalations, billing disputes, and customer complaints for an Australian telecommunications account while upholding high satisfaction standards. Worked with cross-functional teams to enhance service quality and operational efficiency through effective resolution management. Trained representatives on complaint handling strategies to support customer retention.Customer Service Representative – Retail Account
TeleTech Holdings Inc. · 2020 — 2020Addressed customer inquiries related to purchases, returns, and account concerns through various support channels. Processed payments and refunds while ensuring compliance with company policies. Assisted customers with account management and provided recommendations to enhance their experience.Customer Service Representative – Reservation Account
Concentrix Philippines · 2020 — 2020Supported customers with reservation bookings and modifications for a US-based account. Offered detailed information on pricing and policies to aid customer decisions. Managed inquiries and concerns in a fast-paced environment, ensuring high service quality.Team Lead
Generation One Resource – Jollibee Corporation · 2019 — 2020Supervised team members to maintain service quality and operational efficiency in a fast food setting. Oversaw daily shift operations, including scheduling and cash handling. Trained new employees on customer service standards and assisted in performance evaluations.Service Crew
Generation One Resource – Jollibee Corporation · 2018 — 2019Provided customer service by assisting with orders and payments in a fast-paced environment. Operated cash registers and processed transactions in compliance with service standards. Prepared food items while adhering to safety and quality guidelines.
Skills & Expertise
Education
- Bachelor of Secondary Education, Major in MathematicsCity College of Calamba · — — 2020
- Undergraduate – 2nd Year CompletedSts. John & Paul Educational Foundation Inc. · — — 2018
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