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LIT P. — Junior Customer Service and Virtual Support Specialist from Philippines

LIT P.

Junior Customer Service and Virtual Support Specialist

Philippines No experience yet
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Paolo C. is a dedicated and versatile Customer Service and Virtual Support Professional with over three years of experience spanning BPO operations, sales, and specialized freelance services. His work has covered diverse industries, including legal, retail, and e-commerce. Known for delivering measurable results in customer satisfaction and workflow improvement, Paolo effectively balances client expectations with operational efficiency. Notable roles include Legal Intake Specialist at a Queensland law firm where he handled sensitive client calls and documented case details, and Social Media Manager where he drove significant engagement growth for SMEs. At Amazon, he resolved critical customer escalations and improved SLA compliance by reducing average resolution time. Proficient in a variety of tools like Salesforce, HubSpot, and Zendesk, Paolo is fluent in English, Cebuano, and Tagalog, and brings strong capabilities in Social Media Management & Content Moderation and Remote Team Collaboration & Training.

Experience

  • Appointment Setter | Cold Caller | Legal Intake Specialist | Dental/Medical Admin VA | Social Media Manager

    Freelancer – Remote (LinkedIn, Upwork, Overpass, Direct Clients) · 2024 — 2026
    As a Legal Intake Specialist for a QLD Law Firm, managed sensitive intake calls, collecting case details and documenting information per firm standards. Established rapport with clients dealing with stressful circumstances, prioritizing empathy and precision. Became a trusted resource for complex cases through mastery of scripts, terminology, and compliance. In a six-month contract as a Social Media Manager VA, developed brand presence for SMEs by creating content calendars, executing ad campaigns, and tracking engagement. Evaluated metrics and communicated performance trends to clients, enhancing engagement significantly.

  • CSR

    Amazon · 2022 — 2023
    Addressed critical escalations that impacted customer satisfaction and business operations. Served as a bridge between technical teams and customer service to facilitate prompt resolutions. Supported healthcare and retail claims processing, explained benefits, and managed escalations. Contributed to improved SLA compliance for escalations by minimizing average resolution time.

Skills & Expertise

Customer ServiceLegalSocial Media ManagementData Entry Specialist

Education

  • Senior high school graduate
    Jesus J Soriano · 2021 — 2022