Shervin R.
Mid-Level Customer Service Specialist
Open to offersNew to PlatformAbout
Shervin R. is a dedicated customer service professional with a Bachelor of Science in Architecture from Holy Angel University. Currently serving as a Customer Service Representative II at Cloudstaff, Shervin excels in handling customer inquiries and issues with a focus on delivering a seamless gifting experience. Shervin is proficient in using platforms like Kustomer to communicate professionally via email and collaborates effectively with internal teams to resolve recipient issues promptly. With a background that includes roles at iQor, Majorel, and Sutherland Global Service, Shervin has honed problem-solving abilities, organizational know-how, and communication skills. His responsibilities have included processing customer needs, providing technical support, managing fraud analysis, and maintaining excellent customer relationships across industries. Shervin is committed to strengthening customer satisfaction, leveraging feedback for process improvements, and delivering high-quality support by staying informed about platform updates.
Experience
Customer Service Representative II
Cloudstaff · 2025 — PresentActed as the main point of contact for recipients, addressing inquiries and concerns while providing comprehensive support for an optimal gifting experience. Engaged in clear communication via email through Kustomer, ensuring timely and accurate responses. Collaborated with internal teams and external partners to promptly resolve recipient issues. Collected and assessed recipient feedback to identify trends and areas for improvement, sharing insights with relevant teams. Documented recipient interactions, issues, and resolutions to aid in knowledge sharing and ongoing process improvements. Collaborated with Customer Experience, Product, and Technical teams to enhance workflows and communication methods, ensuring consistency in recipient experience. Initiated outreach to recipients for updates and follow-ups to promote satisfaction and long-term engagement. Remained updated on platform features and modifications to offer informed, high-quality support.Senior Agent
iQorSMCityClark · 2025 — 2025Handled customer information security and processed account-related needs. Updated customer account details and presented payment negotiation options as well as improved products and services tailored to their requirements. Managed order processing and guided customers through troubleshooting options. Actively listened to customer concerns while applying proper phone etiquette. Participated in weekly coaching sessions with the supervisor.Customer Service Representative III
Majorel Pampanga · 2022 — 2024Provided customer service chat support and managed escalations while maintaining strong relationships with customers. Handled technical escalations within the Customer Support team and processed customer orders. Assisted customers in navigating the website and delivered details about products.Fraud Analyst Consultant
Sutherland Global Service · 2020 — 2022Resolved fraud cases in a timely manner and addressed customer dispute transactions. Documented account changes and sent out appropriate correspondence regarding disputes. Communicated via email as necessary and updated the tracker for cases worked on. Reviewed call recordings and engaged in weekly coaching with the supervisor.Customer Service Representative I
Sutherland Global Service · 2018 — 2020Secured customer information and processed account-related needs. Updated personal details for customers and offered payment negotiation options. Actively listened to customer concerns and applied appropriate phone etiquette. Participated in weekly coaching sessions with the supervisor.Service Crew
Marquee Mall McDonalds, Angeles City · 2017 — 2018Assisted customers with their needs while ensuring cleanliness of assigned areas and equipment. Updated stock levels, received store supplies, and assembled products. Maintained inventory logs and monitored inventory for reordering.
Skills & Expertise
Education
- Bachelor of Science in Architecture (Undergraduate)Holy Angel University
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