Pauline U.
✨ Newly Added🎓 Academy GraduateCustomer Service Specialist (Live Chat & Phone)
Compare at US rates $6,000/mo?
AI Experience
Notable Highlight
Reduced escalations to the technical team by 30% through careful listening and step-by-step troubleshooting. Works hands-on with ChatGPT - the AI Experience section above has the examples.
Experience Summary
Pauline Ume is a customer service specialist with 6+ years of remote support for global clients across SSS, e-commerce, ET, and TS. She handled 50-70 daily inquiries across phone, email, live chat, and WhatsApp with 95%+ CSAT, and demonstrated expertise in de-escalation, accurate order processing, and technical troubleshooting. Since May 2023, she has served as a Customer Service Specialist (Live Chat & Phone) at GC, a SSS As first point of contact for 50-70 daily inquiries, she resolved product questions, billing issues, and order concerns; processed orders, refunds, and returns; troubleshot issues step by step to reduce escalations to the technical team; logged interactions in Intercom; and wrote knowledge base articles and macros. From December 2022 to May 2023, she worked as a a previous company Customer Support Specialist (E-commerce) for a TikTok Shop merchant, handling inquiries via WhatsApp and in-app messaging, orders, shipment tracking, refunds, and returns. From March 2021 to April 2023, she served as Customer Service Lead at ATP, managing 40-60 daily interactions across phone, email, and live chat on account issues, course questions, billing, and refunds. She wrote the team's SOPs, covered the customer inbox during peak weekend and night shifts while meeting SLAs, and designed and maintained the Help Center. Earlier, as a Cold Caller and TS Agent at AT (August 2020 to February 2021), she handled 300+ calls daily booking international flights, hotels, and travel arrangements. She holds an M.Sc. in Information Management and a B.Sc. in Computer Science.
Key Achievements
- Maintained a 95%+ CSAT score while handling 50-70 daily customer inquiries at GC.
- Reduced escalations to the technical team by 30% through careful listening and step-by-step troubleshooting.
- Reduced repeat ticket volume by 20% with knowledge base articles and macros that enabled customers to find answers independently.
- Achieved 90%+ First Contact Resolution at ATP.
- Developed support team SOPs, reducing new agent onboarding time by 33%.
- Designed and maintained a Help Center that reduced ticket volume by 20%.
- Ranked Top 3 on the team for customer satisfaction and revenue closed at AT.
Skills
Work Experience
Customer Service Specialist (Live Chat & Phone)
GC · Remote, Vietnam · May 2023 - Present
- Serve as first point of contact for 50-70 daily customer inquiries, resolving product questions, billing issues, and order-related concerns with a 95%+ CSAT score.
- Process orders, refunds, and returns efficiently, ensuring accurate documentation and timely resolution.
- Handle customer complaints through careful listening and step-by-step troubleshooting, reducing escalations to the technical team by 30%.
- Maintain accurate customer interaction logs in Intercom to ensure seamless handoffs and case tracking.
- Create knowledge base articles and macros that help customers find answers independently, reducing repeat ticket volume by 20%.
- Proactively identify customer needs and recommend relevant solutions, improving customer experience and order value.
Customer Support Specialist (Ecommerce)
a previous company · Remote, UK · Dec 2022 - May 2023
- Manage customer inquiries for a TikTok Shop merchant via WhatsApp and in-app messaging.
- Process orders, track shipments, and handle refunds/returns for TikTok Shop customers.
- Resolve customer complaints and escalate complex issues when needed.
- Maintain accurate records of all customer interactions.
- Ensure timely responses and high customer satisfaction through professional, clear communication.
Customer Service Lead
ATP · Remote, USA · March 2021 - April 2023
- Manage 40-60 daily customer interactions across phone, email, and live chat, assisting students with account issues, course questions, billing, and refund requests.
- Achieve 90%+ First Contact Resolution by identifying root causes and providing clear, accurate solutions.
- Develop Standard Operating Procedures (SOPs) for the support team, reducing new agent onboarding time by 33%.
- Manage customer inbox during peak weekend/night shifts, consistently meeting SLAs.
- Design and maintain Help Center, empowering customers with self-service resources and dropping ticket volume by 20%.
- Log all support actions in the CRM to ensure accurate records and seamless team handoffs.
Cold Caller & TS Agent
DPAT · Remote, USA · Aug 2020 - Feb 2021
- Execute 300+ calls daily, guiding customers through international travel decisions and booking flights, hotels, and other travel arrangements.
- Coordinate complex bookings, documentation, and follow-ups to ensure no customer fell through the cracks.
- Rank Top 3 in team for customer satisfaction and revenue closed in Q2 2021.
- Log all calls in internal CMS and maintain accurate case documentation.