Administrative Officer Customer Support Background

CRISJOHN R. YORDAN

E-commerce Customer Support Specialist Zendesk · Shopify · Gorgias

**************@*****.*** +639********* Silang, Cavite, Philippines Open to Remote / WFH SUMMARY

Remote-ready customer support specialist with 6+ years across telecom, finance, and technical support, and hands-on daily use of Zendesk, Gorgias, and Shopify in a loyalty/CX environment. Skilled at managing high-volume ticket queues, resolving order, billing, and account issues, and turning customer feedback into process improvements. Proven track record of cutting resolution time, reducing escalations, and lifting satisfaction scores — comfortable working independently in fully remote, asynchronous support teams.

CORE TOOLS & SKILLS

Helpdesk & E-commerce: Zendesk, Gorgias, Shopify (order management, returns/exchanges, subscriptions), CRM ticketing & QA Collaboration: Slack, Trello, Microsoft Office Suite (Excel, Outlook, Teams) Support Skills: Technical troubleshooting, billing & account management, de-escalation, loyalty program support, SLA/ responsetime management, process & QA improvement

Work style: Fully remote-capable, independent worker, reliable home setup, adaptable across voice/non-voice channels WORK EXPERIENCE

Senior Customer Service & Loyalty Support Associate THE ICONIC Sep 2021 – June 2026

• Managed a high-volume ticket queue via helpdesk/CRM tools, resolving complex loyalty program and account issues while maintaining response-time SLAs.

• Ran quality-control checks on support interactions to keep service consistent with brand and compliance standards — the same QA discipline required for Zendesk/Gorgias ticket audits.

• Partnered with cross-functional teams to streamline support workflows, cutting resolution time and improving operational efficiency.

• Turned customer feedback into concrete process changes that lifted loyalty program engagement and CSAT scores.

• Tracked service-delivery metrics to prioritize workload and keep response times consistent — directly transferable to Zendesk/ Gorgias queue management.

Customer Experience Agent – Technical Support Alorica Philippines (Samsung-SEA account)Apr 2021 – Aug 2021

• Diagnosed and resolved technical issues across products and systems for end users.

• Guided customers through setup and troubleshooting with clear, empathetic communication — the same tone e-commerce brands want in Zendesk/Gorgias replies.

• Followed up on open issues to confirm resolution and customer satisfaction. Customer Service Representative Metro by T-Mobile (iQor Philippines) Sep 2020 – Dec 2020

• Handled plan, billing, device, and account inquiries for a high-volume telecom queue.

• Advised customers on plans/devices and processed upgrades and changes — comparable to product and order-management support on Shopify.

• Resolved device setup, network, and app issues through step-by-step technical support. Customer Service Representative CreditOne Bank (iQor Philippines) Aug 2019 – Apr 2020

• Supported customers on credit card account, billing, and application inquiries.

• Managed account changes including card activations and updates — order/account management skills that map directly to Shopify support.

• Explained charges and statements clearly, guiding customers through the payment process. EDUCATION

B.S. in Office Administration (Graduate) — Philippine Christian University, 2022–2023 B.S. in Medical Technology (4th Year, Undergraduate) — University of Perpetual Help System Laguna, 2012–2018 LANGUAGES

English (Professional Working Proficiency) Filipino (Full Professional Proficiency) REFERENCES

Mitz Von Robbie D. Campos — Supervisor, THE ICONIC — +639********* Ma. Cherish Arciaga — Senior Customer Service Associate, THE ICONIC — +639********* Jasper Seth Gabasa — Administrator, Philippine Christian University — +639*********

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