Justine C.
Mid-Level Operations Support Specialist
Actively lookingNew to PlatformAbout
Justine G. C. is a versatile professional specializing in non-voice customer support, with more than five years of experience in BPO and remote support settings. Demonstrating expertise in email and chat support, Justine contributes significantly to back-office operations, focusing on key performance indicators (KPIs) tracking, quality monitoring, and operational reporting. With a solid background in managing CRM systems, escalation handling, and client coordination across various multi-campaign environments, Justine has managed up to eight different campaigns, covering industries such as eCommerce and order processing. Proficient in supervising 41 agents across different time zones, Justine excels in operational oversight and process analytics. Throughout their career, they have played a crucial role in hiring and onboarding processes, supported workflow optimization, and delivered consistent operational support and client satisfaction. They hold a Bachelor of Science in Hotel and Restaurant Management from San Sebastian College – Recoletos Manila.
Experience
Assistant Manager - Operations
Unity Communications BPO · 2025 — 2026Provided operational oversight and administrative support to call center managers and leadership. Supervised team performance to ensure achievement of service levels and KPIs. Monitored campaign performance and suggested workflow improvements. Handled complex client escalations across multiple campaigns while managing eight campaigns encompassing eCommerce and customer support functions. Oversaw a team of 41 agents including two team leads across different time zones. Supported hiring, onboarding, and implementation of new client accounts, and coached agents and team leads for performance enhancement.Jr. Admin / Assistant Manager Trainee – Operations
null · 2024 — 2025Provided operational and administrative support in a dynamic BPO environment. Acted as a liaison among agents, team leads, management, and clients to align on KPIs and operational requirements. Managed two campaigns with a total of 30 agents, including two team leads. Monitored daily reports across campaigns, addressing performance and compliance issues. Assisted with workforce coordination tasks, including scheduling and internal communications. Documented meeting minutes and action items for leadership review while supporting client communication and issue resolution.Customer Experience Associate – Rise Gardens Campaign
null · 2023 — 2024Delivered non-voice email and chat support for customers in the U.S. and Canada. Utilized Kustomer CRM for managing inquiries and processed refunds, returns, and RMAs through Shopify. Generated shipping labels and coordinated with fulfillment partners while creating Google Sheets trackers for KPI monitoring.Customer Support & Data Entry Agent – Perch Campaign
null · 2021 — 2023Handled high-volume email support using Zendesk CRM, processing refunds and updating customer accounts. Conducted data entry and quality assurance checks for Amazon reviews while maintaining operational documentation and trackers. Supported lead research and tasks related to customer acquisition.Sales and After Sales Agent
Posible.biz | Remote (Part-Time) · 2019 — 2021Managed inbound chat and email inquiries across various social and web platforms. Assisted customers through Facebook, Jivosite, and Tidio chat systems, processing transactions and maintaining lead databases. Updated tracking sheets to monitor sales activity and conversions while providing non-voice support for product and order inquiries.Email Customer Support Agent
Storm Media Ltd. | Remote (Seasonal) · 2019 — 2020Provided email-based support for Shopify e-commerce brands, addressing order inquiries and product concerns. Ensured compliance with professional communication standards and SLA requirements while documenting customer issues for escalation when necessary.
Skills & Expertise
Education
- Bachelor of Science in Hotel and Restaurant ManagementSan Sebastian College – Recoletos Manila · 2009 — 2013
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