Jennica Danielle Castro
About
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Muntinlupa, Metro Manila, Philippines
Résumé
Jobs
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Customer Support AssociateActivate TalentOct 2024 - Apr 2026 (1 year 7 months)• Delivered customer support for multiple Shopify-based e-commerce brands across email and chat while maintaining high customer satisfaction.
• Investigated customer concerns involving orders, subscriptions, returns, billing, and product inquiries using Shopify, Gorgias, Recharge, Skio, and Loop Returns.
• Leveraged CRM automation features and AI-assisted tools to improve response quality, reduce repetitive tasks, and increase operational efficiency.
• Maintained accurate CRM documentation and customer records to ensure seamless case management.- CCustomer Support Associate & Account AdminCertainlyCX LLCAug 2023 - Jan 2025 (1 year 6 months)• Managed high-volume Zendesk and Gorgias support queues across email, chat, and social media while consistently meeting response and resolution expectations.
• Resolved customer inquiries involving subscriptions, billing, refunds, account management, and order tracking.
• Investigated complex customer issues before escalating, ensuring complete documentation and efficient case handoff.
• Utilized CRM automation, macros, and AI-assisted tools to improve response consistency and reduce manual workload.
• Collaborated with internal teams to improve workflows and enhance the overall customer support experience.
• Leveraged AI-powered tools and CRM automations to streamline repetitive support tasks, improve response con - Customer Experience ManagerCompass Experience Labs LLCJul 2020 - Jul 2023 (3 years 1 month)• Led day-to-day customer support operations for remote teams supporting global e-commerce brands.
• Oversaw workload distribution, quality assurance, operational reporting, and customer escalation management.
• Designed and improved support workflows that increased team productivity and enhanced ticket resolution efficiency.
• Partnered with offshore and onshore teams to resolve operational challenges and improve service delivery.
• Assisted in onboarding, coaching, and mentoring new team members while contributing to process documentation and operational best practices.
• Leveraged AI tools and workflow automation to streamline administrative tasks, improve documentation, and support more efficient customer servic
Education
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- PBachelor of Science in Business AdministrationPamantasan ng Lungsod ng MuntinlupaJan 2013 - Jan 2017 (4 years 1 month)Major in Marketing Management