Paul H.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformPortfolios
About
Paul R. is a detail-oriented customer service professional with over three years of experience in retail and telecommunications industries. As a Customer Service Representative at Amazon, he expertly managed complex customer complaints, such as issues with deliveries and returns, using multi-channel support including phone, chat, and email. His adeptness in customer relationship management ensured high satisfaction levels by adhering to service protocols and swiftly resolving issues. In a later role as an Operations Customer Expert for SONOS products, Paul achieved over 80% first-call resolution rates by effectively addressing technical issues, showcasing his proficiency in troubleshooting and problem solving. His work emphasizes his commitment to enhancing client retention through proactive risk management. Paul is certified in TESDA National Certificate III for Bookkeeping and Events Management Services and holds a Bachelor of Science in Tourism Management from Philippine Women’s University. Fluent in both English and Tagalog, he combines language skills with industry experience to deliver superior client experiences.
Experience
Operations Customer Expert II - Technical
SONOS · 2025 — 2026Addressed intricate technical challenges related to SONOS products, achieving a high first-call resolution rate to enhance customer satisfaction. Provided efficient assistance while managing a significant volume of support requests, ensuring compliance with industry standards. Collaborated with various teams to handle product inquiries, contributing to the refinement of service processes.Account Expert II
Telecommunications · 2025 — 2025Addressed various account and billing inquiries, effectively negotiating payment plans while consistently surpassing customer satisfaction indicators. Utilized multiple communication channels to promptly resolve client issues, enhancing retention and loyalty. Identified potential account risks and escalations proactively, taking swift action to mitigate issues before they could negatively affect the customer experience.Customer Service Representative - Retail
Amazon · 2022 — 2024Handled complex customer issues such as missing or damaged orders through thorough case analysis and application of company policies. Managed a high volume of inquiries regarding refunds, returns, cancellations, and delivery problems while ensuring compliance with service level agreements. Focused on customer satisfaction and account accuracy by adhering to standard operating procedures and providing timely solutions. Successfully reduced escalations by proactively addressing customer pain points and delivering aligned resolutions. Achieved strong performance metrics through effective and empathetic communication across multiple support channels.
Skills & Expertise
Education
- Bachelor of Science in Tourism ManagementPhilippine Women’s University - CDCEC Bataan · 2020 — 2024
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