Era S.
Senior Customer Support Specialist
Open to offersNew to PlatformAbout
Era Shane U. is a seasoned Customer Support Specialist with over 10 years of experience supporting global customers across the telecommunications, eCommerce, SaaS, and logistics industries from Metro Manila, Philippines. Era’s expertise encompasses managing high-volume multichannel inquiries through phone, email, and live chat, including roles at PDFFiller (airSlate) handling billing operations, subscription management, and chargeback resolution. At Peak Support LLC for Agero, Era coordinated roadside assistance and worked closely with insurance partners. Previous roles at Concentrix for Uber and Nike, VXI Global Solutions for AT&T, and Alorica for Amazon demonstrate hands-on proficiency with technical troubleshooting, dispatch coordination, and account/order support. Era is adept in CRM systems like Zendesk and Salesforce and maintains detailed documentation to support compliance and efficient case resolution.
Experience
Billing Specialist
PDFFiller (airSlate) · 2025 — 2026Handled customer billing inquiries through phone, email, and live chat, managed subscription cancellations and refunds according to company policies, supported account upgrades and renewals, investigated billing discrepancies with payment processors, and maintained detailed case documentation for compliance purposes.Agero Dispatch & Customer Support
Peak Support LLC · 2024 — 2025Coordinated roadside assistance and support services for customers in urgent situations, communicated with service providers and insurance partners to facilitate prompt support, recorded service case updates with accuracy, and ensured clear communication during high-pressure incidents.Customer Service Representative/Dispatcher
Uber & Nike (Concentrix) · 2018 — 2023Managed customer communications related to deliveries, order tracking, and service issues across multiple channels, arranged real-time dispatch and routing, served as an intermediary among customers, drivers, and service partners, documented details in the CRM, and worked to meet specific performance benchmarks.Billing & Sales Support Representative
AT&T (VXI Global Solutions) · 2017 — 2018Resolved account billing issues, clarified charges and payment options, addressed inquiries about products and services, updated accounts and plans, identified upsell opportunities, and maintained performance in a high-volume call setting.Customer & Technical Support Representative
Amazon (Alorica) · 2015 — 2017Assisted customers with order tracking, returns, refunds, and account support, delivered technical troubleshooting and product guidance, documented interactions in the CRM, and managed escalated and sensitive cases while maintaining professionalism.
Skills & Expertise
Education
- Bachelor of Science in Office AdministrationPolytechnic University of the Philippines
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