Kaye Dimple Velasco

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Customer Support & Lead Qualification Specialist (Live Chat – B2B)

LED Lighting Supply

Dec 2024 - Feb 2026 (1 year 3 months)

Provided real-time live chat support to contractors and commercial clients from large companies. Qualified inbound leads and routed project inquiries to appropriate lighting specialists. Assisted existing customers with bulk orders, pricing, product specifications, and order tracking. De-escalated frustrated contractors regarding shipping delays, billing discrepancies, and technical concerns. Coordinated with sales and technical teams to ensure accurate quotes and timely resolution. Maintained detailed CRM documentation for follow-up.

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Social Media Manager (Part-Time)

IceBeanie

Nov 2024 - Jun 2025 (8 months)

Managed daily customer engagement across social media platforms. Responded to inquiries and complaints while maintaining professional brand voice. Addressed public-facing concerns to protect brand reputation. Created engaging content to increase customer interaction.

Customer Support Specialist (SaaS – Contract)

Givebutter

May 2024 - Oct 2024 (6 months)

Supported nonprofit organizations using a digital fundraising platform. Guided clients through onboarding, campaign setup, and feature navigation. Troubleshot platform-related technical issues and escalated bugs to engineering teams. Resolved billing inquiries, subscription adjustments, and payment concerns. Managed time-sensitive requests during active fundraising campaigns.

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Customer Support Representative (Part-Time / Contract)

AlphaMeta LLC

Dec 2023 - Sep 2024 (10 months)

Assisted customers with online course enrollment and platform navigation. Resolved billing disputes, refund requests, and subscription concerns. De-escalated upset customers using empathy and solution-focused communication. Escalated complex cases while maintaining ownership and follow-up. Documented interactions accurately within CRM systems.

Customer Care Specialist (Full-Time)

DIRECTV

Nov 2019 - Nov 2023 (4 years 1 month)

Handled high-volume inbound calls resolving billing, service, and technical issues. Resolved complex billing discrepancies including overcharges and payment arrangements. De-escalated highly dissatisfied customers and prevented service cancellations. Processed account updates, service modifications, and troubleshooting requests. Consistently met performance metrics including customer satisfaction and first-call resolution.

Kaye Dimple Velasco

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Kaye Dimple Velasco

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