Customer Service Representative

Location:

Quezon City, Philippines

Posted:

March 08, 2025

Contact this candidate

Resume:

Customer Service Representative

+63-921-***-**** *******.**@*****.***

https://www.linkedin.com/in/louis-raphael-pulido-911605265/ Taguig, Metro Manila, Philippines

LOUIS

RAPHAEL

PULIDO

EXPERIENCE

Virtual Assistant 03/2024 - 08/2024

Gordian Staffing (Pro Invest Realty) Remote

Responsibilities:

Managed billing processes, including accounts receivable and payable. Created and monitored work orders for over 90 properties. Performed data entry and maintained accurate property information. Assisted three property managers with special assignments and administrative tasks.

Collaborated with project managers and maintenance teams in meetings. Customer Service Representative 03/2023 - 03/2024

TeleTech (Peloton) Pasay, Metro Manila

(Remote)

Responsibilities:

Provided comprehensive customer support via chat, calls, and email, addressing inquiries and resolving issues related to Peloton’s range of products including bikes, rowers, and treadmills.

Assisted with technical troubleshooting and product repairs, guiding members through the process of fixing issues or arranging for part replacements and product exchanges.

Coordinated logistics for parts delivery and order fulfillment, ensuring timely and accurate delivery of replacement parts and resolving any shipping issues for Peloton products and apparel.

Handled general customer service inquiries, including support for Peloton clothing orders through Shopify, and managing overall member concerns to enhance customer satisfaction.

Customer Service Agent 12/2020 - 12/2022

Acquire (Roblox) Pasig, Metro Manila

(Remote)

Responsibilities:

Supported parents, children, and players via email regarding account security, technical issues, and in-game transactions.

Resolved issues related to account hacks, password changes, and game functionality.

Maintained content moderation standards to ensure a safe gaming environment.

Customer Care Executive 02/2019 - 07/2020

Sutherland (Disney+) Taguig, Metro Manila

Responsibilities:

Provided multi-channel support via chat, email, and phone, assisting customers with a range of inquiries and issues related to Disney+ services. Resolved technical issues related to Disney+, including device setup, audio and video troubleshooting, and resolving problems with graphics and streaming performance across various devices like sticks, phones, and TVs. Managed account-related tasks, including billing inquiries, processing refunds, changing subscription plans, handling bill payments, and facilitating account cancellations.

Addressed security concerns and issues related to Pay-Per-View (PPV) content, ensuring customer accounts were secure and resolving any related problems efficiently.

SUMMARY

Experienced professional with a

background in BPO and virtual

assistance. Skilled in delivering

top-notch customer support,

managing administrative tasks,

and resolving technical issues.

Proven ability to transition from

BPO roles to Virtual Assistant

positions, handling high-volume

inquiries, coordinating logistics,

and supporting various client

needs with accuracy and

efficiency.

EDUCATION

Bachelor of Arts - Mass

Communications

STI Global

05/2015 - 10/2015

High School Diploma

St. Bernard Academy of

Taguig Inc.

04/2013

STRENGTHS

Customer Service

Excellence

Proven ability to handle

complex customer inquiries

and complaints with

professionalism and

empathy.

Technical Support &

Troubleshooting

Skilled in diagnosing and

resolving technical issues

across various platforms and

products.

Data Management

Proficient in data entry,

analysis, and management to

support operational

processes.

•

EXPERIENCE

Technical Support Representative 02/2018 - 01/2019 Sitel (AT&T Direct TV) Mandaluyong, Metro

Manila

Responsibilities:

Provided comprehensive customer support via phone, addressing a wide range of general inquiries and concerns related to DirecTV services. Managed billing and payment concerns, handling inquiries about account charges, processing payments, and addressing issues related to billing discrepancies.

Conducted retention efforts, working with customers to resolve service issues and offering solutions to enhance satisfaction and prevent account cancellations.

Assisted with account maintenance and adjustments, including managing service plans, updating account information, and ensuring a seamless viewing experience for customers.

Chat Specialist 09/2015 - 01/2018

Probe Group (Lead Chat) Taguig, Metro Manila

Responsibilities:

Managed high-volume chat support for over 350+ global clients, efficiently handling up to 4 concurrent chats at a time to address inquiries and generate leads.

Facilitated lead generation by capturing and processing contact information, such as phone numbers and emails, from potential clients to support client acquisition efforts.

Provided prompt and accurate responses to client questions and concerns via email, ensuring clear communication and effective resolution of issues. Maintained high engagement and client satisfaction, delivering tailored support to meet specific needs and enhance overall customer experience. STRENGTHS

Billing & Accounts

Management

Experienced in managing

accounts receivable and

payable, ensuring accuracy

and compliance.

Effective

Communication

Strong verbal and written

communication skills, adept

at building rapport with

customers and team

members.

Problem-Solving

Demonstrated ability to

identify issues and implement

effective solutions promptly.

•

Contact this candidate