Ma S.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformAbout
Soneela P. is a detail-oriented Customer Support Specialist with extensive experience in managing high-volume inquiries within fast-paced digital environments. She is adept at resolving account, billing, and technical issues through email and ticketing systems, and is known for her strong analytical abilities and accurate problem resolution. Throughout her career, she has provided empathetic, solution-driven customer service. Her background includes Quality Assurance support and handling Accounts Receivable and Credit Collections. Soneela has demonstrated proficiency with CRM and helpdesk tools such as Zendesk, Slack, and SAP. She has worked in customer service for FTX, ensuring high service quality and collaborating with internal teams to resolve complex issues. Additionally, Soneela has supported billing and accounting operations at SS Fab Metal Services Inc. and served as a Credit and Collection Officer for Conequip Philippines Inc. She holds a Bachelor of Science in Accounting Technology from the University of Cebu.
Experience
Customer Support
FTX · 2021 — 2025Addressed a high volume of customer inquiries through email and ticketing systems, effectively resolving issues related to accounts, billing, and technical support. Conducted investigations to analyze customer concerns and provide accurate solutions. Supported various categories including account access and technical troubleshooting, while adhering to company policies. Handled urgent cases with priority, ensuring timely resolutions. Collaborated with internal teams for escalation and technical support. Additionally, served as a Quality Assurance Analyst, reviewing customer interactions for quality, accuracy, and compliance, and offering feedback to enhance workflows.English Language Teacher (ESL)
ACADSOC LTD. · 2021 — 2021Conducted structured online English lessons tailored to students with differing levels of proficiency. Adjusted lesson plans based on individual student needs, promoting engagement and positive learning outcomes. Developed effective communication, patience, and problem-solving abilities.Accounting Staff
SS Fab Metal Services Inc. · 2018 — 2021Assisted in billing and accounting operations, which included the preparation of invoices. Ensured accurate financial record-keeping and supported data entry and reporting tasks. Organized and maintained proper documentation of accounting files while coordinating with customers through email and phone to facilitate timely payments and minimize outstanding balances.Credit and Collection Officer
Conequip Philippines Inc. · 2017 — 2018Generated and distributed Statements of Account while reconciling bank records to resolve discrepancies. Managed the processing of invoices, payments, and receipts. Engaged with customers via email and phone to secure payments and preserved organized financial documentation.
Skills & Expertise
Education
- Bachelor of Science in Accounting TechnologyUniversity of Cebu -Banilad · 2013 — 2017