Winona S.
Customer Service Representative
Open to offersNew to PlatformAbout
Winona Serafica is a customer service professional with over 10 years of experience in customer support, technical support, and team leadership. She has worked with leading companies such as Sutherland, VXI Global Solutions, and Amazon Philippines, providing exceptional email, chat, and voice support. Her expertise includes customer relations, account management, dispute resolution, technical troubleshooting, and team coaching. Proficient in tools such as Zendesk, Salesforce, Shopify, Outlook 365, and Microsoft Office, she is known for her strong communication skills, attention to detail, problem-solving abilities, and commitment to delivering outstanding customer experiences.
Experience
Customer Service Representative
Amazon Philippines · 2024 — 2026Proficient in email and voice support Providing assistance to customers in addressing complaints, retail concerns, and account changes Successfully managed high-volume call processing, including disputes, refunds, and account update. Demonstrated strong problem-solving skills and delivered resolutions confidently and efficientlyTeam Leader
VXI Global Holdings · 2022 — 2024Email, Chat, and Voice support Worked with customers on complaints, technical concerns, billing issues, account updates, and avoiding service cancellation Worked in a high-volume of calls in processing disputes, and refunds Contributed to the achievement of outstanding customer service ratings through an internal and external audit, achieving a high score including communication, listening, and problem-solving.Technical Support/Customer Support Specialist
VXI Global Holdings · 2020 — 2022Email, Chat, and Voice support Worked with customers on complaints, technical concerns, billing issues, account updates, and avoiding service cancellation Worked in a high-volume of calls in processing disputes, and refunds Contributed to the achievement of outstanding customer service ratings through an internal and external audit, achieving a high score including communication, listening, and problem-solving.Subject Matter Expert
VXI Global Holdings · 2017 — 2020Email, Chat, and Voice support Worked with customers on complaints, technical concerns, billing issues, account updates, and avoiding service cancellation Worked in a high-volume of calls in processing disputes, and refunds Contributed to the achievement of outstanding customer service ratings through an internal and external audit, achieving a high score including communication, listening, and problem-solving.Account Associate
VXI Global Holdings · 2015 — 2017Email, Chat, and Voice support Worked with customers on complaints, technical concerns, billing issues, account updates, and avoiding service cancellation Worked in a high-volume of calls in processing disputes, and refunds Contributed to the achievement of outstanding customer service ratings through an internal and external audit, achieving a high score including communication, listening, and problem-solving.Customer Service Representative
Sutherland Global Solutions · 2015 — 2016Chat support Handled 4 chats at a time Multilingual Handling customer’s complaints, checking shipment status, processing returns, and disputes
Skills & Expertise
Education
- BS in Hotel and Restaurant ManagementUniversity of Mindanao · 2010 — 2019
Photos
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