Kenneth lynard Baisa yu
About
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Customer Service Representative
Metro Manila, Philippines
Résumé
Jobs
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Customer Support SpecialistFreelancerApr 2023 - Apr 2026 (3 years 1 month)Delivered end-to-end support via email, chat, and phone for multiple U.S.-based clients in contract/remote roles. Worked across different accounts with consistent workflows, tools, and KPIs, ensuring continuity of service. Managed high-volume email queues with clear, professional responses. Handled 50–70+ daily cases including billing, refunds, disputes, and account issues. Maintained full case ownership, accurate documentation, and SLA compliance. Achieved 95%+ CSAT and handled escalations effectively.- FCustomer Service RepresentativeFood Delivery Account- RemoteNov 2022 - Oct 2023 (1 year)Supported U.S. customers with order issues, delivery delays, refunds, and account concerns
Handled high-volume chat, email, and inbound calls while meeting AHT and QA targets
Coordinated with merchants and delivery partners to resolve issues efficiently
Upsold promotions and add-ons to improve customer retention and order value - ECustomer Service RepresentativeExpedia (Teleperformance)Nov 2019 - Sep 2022 (2 years 11 months)Managed booking support for flights, hotels, and rental cars via email and outbound calls. Excelled in a high-pressure environment, exceeding performance benchmarks and customer retention goals.
• Served as a Subject Matter Expert, providing team leadership by mentoring junior staff, resolving complex escalations, and establishing best practices to ensure consistent service quality across the department.
Education
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- IInformation TechnologyJan 2013 - Dec 2013 (1 year)