Ma E.
Mid-Level Customer Support and Compliance Specialist
Open to offersNew to PlatformAbout
Ella Jane V. is an accomplished Customer Support and Compliance Professional with over four years of experience working remotely for U.S.-based organizations. She has managed high-volume live chat support at American Infotainment Services, consistently meeting key performance indicators related to customer retention and response quality. At Staffme, she was responsible for compliance monitoring, reporting, and documentation within website content, ensuring adherence to platform standards. Her tenure at Course Hero Inc. focused on document processing, where she maintained accuracy and compliance while meeting productivity targets. With experience in customer engagement and service resolution at iBex, Ella Jane V. demonstrates a strong command of communication tools such as Google Workspace and Slack in fast-paced, remote business environments.
Experience
Chat Agent
American Infotainment Services · 2024 — 2025Handled a high volume of live chat interactions, offering tailored and professional customer support while adjusting messaging approaches to suit different customer needs and engagement targets. Maintained accuracy and service standards across multiple simultaneous conversations, consistently achieving key performance metrics relating to customer retention, satisfaction, and response quality.Compliance Agent (Contract)
Staffme · 2023 — 2024Conducted website content monitoring to ensure ongoing compliance with company and platform standards, investigating, recording, and addressing compliance issues for a U.S.-based platform. Compiled detailed reports and managed compliance documentation, ensuring deliverables aligned with established timelines.Document Processing Agent
Course Hero Inc. · 2021 — 2023Evaluated and reviewed documents based on specific content and quality guidelines, sustaining productivity levels in line with accuracy and compliance requirements. Utilized analytical abilities to assess both suitability and quality of document content.Customer Sales & Service Support Representative
iBex · 2019 — 2021Managed inbound customer chats by identifying client needs and delivering appropriate solutions, addressing concerns through service-focused communication and critical thinking. Ensured efficient response times and upheld urgency standards within a fast-paced environment.
Skills & Expertise
Education
- Bachelor of Science in Social Work (Undergraduate)Western Philippines University
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