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Ma C. — Mid-Level E-commerce Customer Support Specialist from Philippines

Ma C.

Mid-Level E-commerce Customer Support Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Ma. Cianela A. is an experienced Customer Service Associate and Executive Virtual Assistant based in Makati City, Philippines, recognized as a site top performer at Wells Fargo. Specializing in the financial services industry, Cianela excels in handling customer inquiries, complaint resolution, and process improvement for large-scale banking operations. Her background spans billing analysis at iSupport Worldwide, chargeback analysis in payment technology with Global Payments Inc., and technical support for DSL services at Acquire Asia Pacific. She has demonstrated expertise in Microsoft Excel, Amazon Store Management, and e-commerce, working with brands in the luxury retail and beauty sectors. Cianela is also skilled in data labeling for AI and ML at Innodata, applying her analytical thinking to deliver nearly 100% data accuracy for global data engineering projects.

Experience

  • Customer Service Associate

    WellsFargo · 2022 — Present
    Handled inbound calls to assist customers with inquiries about financial products and services. Identified opportunities to enhance the customer experience while adhering to established procedures. Carried out routine customer support tasks such as addressing and resolving inquiries and complaints.

  • Data Labeler

    Innodata · 2019 — 2022
    Secured and efficiently labeled complex data for Twitter, ensuring high accuracy for AI and ML models. Identified and classified inappropriate content to support client operations. Conducted assessments to evaluate the current and future states of AI technologies.

  • Business Analyst

    null · 2021 — Present
    Analyzed data models to draw logical conclusions. Developed innovative solutions for operational and strategic improvements while maintaining strong communication with senior management regarding implementation.

  • Customer Service Representative

    Affinion Group International · 2015 — 2016
    Managed the verification of new members' details and processed account cancellations, refunds, and cashback for members.

  • Billing Analyst

    Ammex I-Support · 2012 — 2014
    Conducted new company enrollment and handled employee additions and dependent entries. Verified rates with Aetna, submitted files meticulously, and reconciled notes with them, directly addressing any discrepancies.

  • Chargeback Analyst

    Global Payments Incorporation · 2010 — 2012
    Investigated and reversed disputed credit card charges. Delivered timely and accurate resolutions to chargebacks by following MasterCard and Visa regulations, while managing financial risk. Processed refunds and tracked chargebacks, referring fraudulent activities to the appropriate department.

  • E-mail and Chat Support Representative

    Servicio Cliente · 2008 — 2010
    Conducted reviews and analyses of documents submitted by players for verification. Provided support in confirming the accuracy and completeness of correspondence and communicated exceptions and additional requirements to clients.

  • Technical Support Representative

    Acquire Asia Pacific · 2007 — 2007
    Delivered technical support for an Australian DSL service account with Dodo Internet. Offered customer service by efficiently troubleshooting systems and internet connections to ensure continuous service aiming for first call resolution.

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