Vanessa B.
Customer Service Support, Escalation Agent
Open to offersNew to PlatformAbout
Vanessa R. Biscocho is Virtual Assistant with foundational experience in the freight industry, where she plays a critical role in supporting logistics operations through effective communication and administrative support. Her responsibilities include managing shipment schedules, coordinating with clients, maintaining accurate records, and handling delivery documentation. Previously, she served as an Escalation Lead and Supervisor at Alorica Philippines Inc., where she managed complex customer issues in a retail services call center, led a team of customer service representatives, and collaborated with multiple departments for issue resolution. Vanessa also has extensive experience as a Store Manager at Boss Ink, where she managed daily retail operations, driving sales and customer service excellence. Additionally, she worked as a Procurement Officer with R & V Ink Trading, overseeing supplier negotiations and procurement strategies. Vanessa holds a Bachelor of Arts degree in English from Batangas State University and possesses skills in Customer Support, Conflict Resolution, and Order Management.
Why hire me
Throughout my career, I've handled customer support, resolved escalations, coached team members, coordinated with different departments, managed administrative tasks, and kept everything organized without losing sight of the customer experience. I enjoy switching between responsibilities because it keeps me engaged and helps the team move forward.
Experience
Customer Service Representative/ Escalation Customer Agent
ALORICA PHILIPPINES INC. · 2021 — 2025Managed the escalation queue to ensure that all customer issues were addressed promptly and effectively. Led a team of customer service representatives who handled escalated cases specifically related to shipment inquiries. Analyzed root causes of escalated issues, collaborating with relevant departments to implement corrective actions. Communicated professionally with customers to resolve complaints and provide timely updates. Monitored trends in escalations and generated reports to identify process improvement opportunities. Coordinated with logistics, billing, and technical support teams to resolve complex customer issues.Store Manager
BOSS INK · 2010 — 2020Oversaw daily operations of a retail store specializing in ink cartridges and computer hardware. Managed sales, inventory, merchandising, and customer service aspects. Led and trained store staff to meet sales targets while providing exceptional support to customers. Monitored stock levels and coordinated with suppliers to ensure product availability. Handled customer inquiries, complaints, and returns efficiently. Prepared and managed budgets, sales forecasts, and performance reports.Procurement Officer
R & V INK TRADING · 2005 — 2009Managed the purchasing process to ensure timely acquisition of goods and services. Identified and evaluated potential suppliers for quality, cost-effectiveness, and reliability. Negotiated prices, terms, and conditions with suppliers to secure favorable deals. Maintained accurate procurement records, including purchase orders and contracts. Stayed informed about market trends and emerging products to optimize procurement strategies.
Skills & Expertise
Education
- Bachelor of Arts Major in EnglishBatangas State University · 1997 — 2001
Photos
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