Glendel A.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformAbout
Glendel D. is a seasoned Customer Support Specialist with 6 years of experience in the BPO industry, specializing in voice, chat, and email support. She has efficiently serviced e-commerce, telecom, and food delivery sectors while excelling in performance metrics. Glendel's expertise in Trust & Safety and Content Moderation enables her to manage sensitive cases such as fraud and account security with accuracy. Her tenure includes roles at XtendOps, Continuum, and ePerformax, where she achieved an outstanding CSAT of 90–95% and maintained high QA scores of 95–100%. Glendel adeptly handles high-volume environments, as demonstrated by her success in maintaining an Average Handle Time (AHT) within the target range and a high First Contact Resolution (FCR) rate of 85%+. Proficient in CRM & Ticketing Tools, Glendel offers reliable and detail-oriented service, continuously meeting or exceeding KPIs. Her commitment to quality and efficiency makes her a valuable asset in customer support management.
Experience
Customer Support / Content Moderator
XtendOps · 2023 — 2025Managed between 50 and 80 customer interactions daily through voice, chat, and email. Ensured a Customer Satisfaction score of over 92% and achieved a Quality Assurance score of 95%+. Addressed order issues, processed refunds, and handled escalations promptly. Conducted content moderation with a focus on accuracy and compliance with policies, achieving a First Contact Resolution rate exceeding 85%.Customer Support Representative (Chat & Email)
Continuum – Verizon Account · 2020 — 2021Oversaw 3 to 5 simultaneous chat sessions along with managing a high volume of email tickets. Sustained a Customer Satisfaction score ranging from 90% to 94% and maintained a Quality Assurance score of 95%+. Regularly met Average Handling Time targets between 8 and 12 minutes while resolving billing, technical, and account-related issues accurately.Trust & Safety Representative (Voice)
ePerformax – eBay Account · 2019 — 2019Handled 40 to 60 inbound calls each day specifically addressing fraud and account security issues. Achieved a Customer Satisfaction score of over 90% and maintained a Quality Assurance score between 93% and 95%. Met Average Handling Time targets of 5 to 7 minutes while ensuring detailed case handling. Enforced platform policies and promoted awareness of account safety.
Skills & Expertise
Education
- Hotel Restaurant and Tourism AdministrationPalermo Hotel Institute of Tourism and Hospitality · 2016 — 2018
- BS in Mechanical EngineeringCebu Institute of Technology - University · 2012 — 2015