Ferdinand Q.
Senior Customer Support Specialist
Open to offersNew to PlatformAbout
Ferdinand P., with over nine years of experience, is a dedicated customer support professional specializing in technical and customer service support on a global scale. His extensive expertise is evident in his management of client inquiries through Email Management, order processing support, and handling inquiries via email, chat, and social media for companies like Archies Footwear and iQor Philippines. Ferdinand utilized tools such as Zendesk, Gorgias, and Shopify, ensuring efficient communication and prompt responses, maintaining a 24-hour response time, and managing 60-100 customer emails daily. At Archies Footwear, he was integral in preparing response templates for promotional campaigns, indicating a strategic approach to customer interactions. His capabilities were further demonstrated while supporting business accounts at iQor Philippines, providing Level 1 technical support and resolving concerns efficiently. Ferdinand holds undergraduate education in Electronics and Communications Engineering from Saint Louis University.
Experience
Customer Support
Archies Footwear · 2021 — 2025Addressed a wide range of customer inquiries related to products, policies, and processes. Handled 60–100 customer emails daily while ensuring high service quality. Responded to customer inquiries via social media comments and direct messages, and prepared response templates for expected customer questions during promotional events.Customer Care Representative
iQor Philippines · 2018 — 2020Delivered customer service through inbound phone calls for a US telecommunication account focused on business clients. Managed customer inquiries concerning service details, billing statements, and provided Level 1 technical support, ensuring satisfaction at the conclusion of each call.Customer Care Representative
Sitel Philippines · 2016 — 2018Administered customer service via inbound phone calls for a US telecommunication account catering to personal clients. Addressed inquiries about service details, billing statements, and bundled services while promoting relevant products and services during customer interactions, ensuring satisfaction at the end of each call.
Skills & Expertise
Education
- Bachelor of Science in Electronics and Communications Engineering (Undergraduate)Saint Louis University · 1999 — 2002
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