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Catherine Pineda
About
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San Miguel, Central Luzon, Philippines
Résumé
Jobs
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- LOnline Reputation & Engagement SpecialistLawnStarter (via SmartsourcingGBPO)Mar 2025 - Apr 2026 (1 year 2 months)• Owned provider-facing communication across digital platforms — resolving inquiries, managing escalations, and maintaining first-contact resolution as the standard • Moderated community spaces to ensure accurate, professional, and on-brand interactions, preserving user trust and platform integrity • Surfaced recurring operational and product issues to cross-functional teams, driving measurable workflow improvements and reducing ticket volume • Contributed to content planning and internal communication strategies; maintained rigorous documentation standards across all support channels
Email & Live Chat Support Specialist | Operations SupportLawnStarterJan 2018 - Jan 2025 (7 years 1 month)• Handled 30–50+ daily customer and service-provider interactions via live chat and SMS, consistently meeting SLA targets in a high-velocity remote environment • Resolved complex scheduling, account, and service issues using internal tools — reducing repeat contacts through accurate, empathetic, and thorough case handling • Maintained clear, professional written communication across every touchpoint, upholding brand voice and quality standards through 7 years of uninterrupted service • Built institutional expertise in remote non-voice support, digital workflow management, and multi-stakeholder coordination across customer and provider teams- EEmail & Chat Support RepresentativeEventsWholesale.comApr 2016 - Dec 2018 (2 years 9 months)• Delivered end-to-end email and chat support via Zendesk and Shopify for a U.S. e-commerce brand — handling orders, product inquiries, account issues, and returns • Cut average resolution time by ~25% and reduced product return rate by ~15% through proactive pre-purchase communication and systematic ticket follow-through
Education
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- ABs Information TechnologyAMA University, PhilippinesJun 2006 - Apr 2011 (4 years 11 months)I am a customer service and administrative support professional with over 7 years of experience assisting customers, managing communications, maintaining records, and supporting day-to-day business operations. I have experience working with international clients in remote environments, handling inquiries through phone, email, and chat while ensuring a positive customer experience. I am highly organized, detail-oriented, and comfortable managing multiple priorities in fast-paced environments. I am proficient in Microsoft Office, Google Workspace, CRM systems, and various online collaboration tools. I enjoy solving problems, learning new systems, and providing reliable support that helps teams operate efficiently. I am currently seeking a l