Activate Talent

Activate Talent

Top Candidates

Back to category
C

Claudine E.

Customer Service Agent

Philippines14+ years experienceAvailable now$2,000/mo$14/hr

Compare at US rates $6,000/mo?

Introduction Video

Notable Highlight

Customer support professional with 14-15 years of omnichannel experience across email, live chat, phone, social media, and SMS. Proficient in Salesforce, Oracle, Zoho, Zendesk, Gorgias, Discord, Google Suite, and Comms Layer.

Experience Summary

Claudine is a Senior Customer Experience professional and CX Team Leader with 14+ years of experience delivering and leading omnichannel support across email, chat, social media, and phone for eCommerce, healthcare, and enterprise organizations. She has a strong track record in Tier 2 escalation resolution, social listening, brand sentiment analysis, and crisis and reputation management, having worked with Cognizant, a previous company/Convergys (Nike), a previous company (a previous company), and Clipboard Health. Claudine coached and managed distributed support teams, drove CSAT improvements, and ensured SLA compliance in fast-paced remote environments. She is proficient with Zendesk, Sprinklr, Gorgias, Brandwatch, Salesforce, and Sprout Social.

Key Achievements

At a previous company (a previous company), Claudine reduced repeat customer inquiries by 20% through proactive education and SOP development, maintained 98% SLA adherence, and achieved 95%+ Tier 2 resolution accuracy while leading a team of 10+ agents. At a previous company/Convergys, she coached underperforming agents and improved individual performance metrics by 15-25% within 60 days as a Team Leader overseeing teams of 15-20 agents. At FJI, she achieved on-time project delivery for 95% of projects. At Clipboard Health, she maintained a 90%+ first-contact resolution rate across high-volume compliance and account inquiry queues.

Skills

Brings hands-on experience across Omnichannel Customer Support (Email, Chat, Phone, Social), Social Media Moderation and Engagement, Social Listening and Brand Sentiment Analysis, Tier 2 Escalation Management, Team Coaching and Performance Management and KPI and SLA Management. Also works across:

  • Customer Retention and Advocacy
  • Crisis and Reputation Management
  • Process Optimization and SOP Development
  • Fraud Detection and Policy Enforcement
  • Quality Assurance
  • Training Facilitation
  • Sprinklr
  • Gorgias
  • Zendesk
  • Brandwatch
  • Emplifi
  • NectarSocial
  • Sprout Social
  • Salesforce
  • Shopify
  • Slack
  • Meta (Instagram/Facebook)
  • X (Twitter)
  • TikTok
  • Asana
  • Monday.com
  • CRM Systems
  • CSAT Improvement
  • Adult Learning Methodologies
  • Performance Reporting
  • Project Coordination
  • Technical Troubleshooting

Work Experience

L1 Customer Service Agent

GA · Sep 2025 - Mar 2026

  • Managed high-volume customer inquiries across email, live chat, and outbound calls, assisting clients with passport applications, Global Entry, and ESTA travel authorization processes.
  • Delivered first-contact resolution by diagnosing issues, providing step-by-step guidance on travel documentation requirements, and resolving cases within established service level agreements (SLAs).
  • Maintained accurate CRM documentation, recording detailed case notes and updates to ensure seamless follow-ups and effective cross-team collaboration.
  • Escalated complex application issues to Tier 2 and specialist teams, providing complete case context to accelerate resolution and minimize delays for clients.
  • Identified opportunities for customer retention, service upgrades, and cross-selling, coordinating qualified leads with the sales team when appropriate.
  • Upheld data privacy, compliance standards, and quality assurance guidelines, contributing to high customer satisfaction and consistent service quality.

Socials Agent | Tier 2 | Team Leader

a previous company · Aug 2023 - Sep 2025

  • Handled 100+ customer interactions per shift across social media and digital channels while maintaining brand-aligned communication.
  • Resolved Tier 2 escalations, including complex subscription, refund, and product-related issues, achieving 95%+ resolution accuracy.
  • Tracked inbox volume, response times, and engagement metrics, maintaining 98% SLA adherence.
  • Reduced repeat inquiries by 20% through clear explanations, proactive customer education, and organized internal documentation and SOPs.
  • Supported customer retention by de-escalating sensitive concerns and reinforcing brand trust.
  • Managed daily workflows for a distributed social support team of 10+ agents, ensuring task completion and coverage.
  • Prepared weekly and monthly performance reports used by leadership for operational decisions.
  • Coordinated follow-ups and internal communication across cross-functional teams.

Senior Process Executive

SLCP · Aug 2022 - Apr 2025

  • Monitored thousands of brand mentions, keywords, hashtags, and competitor activity to identify trends, risks, and emerging issues.
  • Identified sentiment trends and escalation risks, contributing to faster issue detection and response.
  • Delivered sentiment and insights reports supporting crisis prevention, campaign evaluation, and brand strategy.
  • Maintained 100% adherence to policy updates and workflow changes in a fast-paced environment.

Customer Support Specialist

MOCH · Nov 2021 - Mar 2023

  • Managed high-volume email queues related to account status, suspensions, and compliance inquiries.
  • Resolved disputes with a 90%+ first-contact resolution rate.
  • Investigated and documented potential fraud cases, supporting risk reduction and platform integrity.
  • Ensured consistent application of policies while maintaining empathetic communication.

Customer Support Representative

EPSGE · Sep 2021 - Aug 2022

  • Delivered email-based customer support while meeting daily productivity and quality targets.
  • Maintained CSAT scores consistently above team average.
  • Collaborated cross-functionally to resolve complex customer issues efficiently.

Customer Service Representative | Team Leader | Trainer

CCPS · Sep 2014 - Sep 2021

  • Team Leader (2017 - 2019)
  • Led teams of 15-20 agents, driving consistent KPI achievement across CSAT, AHT, and attendance.
  • Coached underperforming agents, improving individual performance metrics by 15-25% within 60 days.
  • Ensured compliance with contractual SLAs and operational standards.
  • Product Ready Trainer - Nike Commerce NA (2020 - 2021)
  • Facilitated onboarding and product training for multiple training batches, achieving high training completion and readiness rates.
  • Used adult learning methodologies to accelerate agent ramp-up time.
  • Chat Support Agent / Product Captain (2014 - 2020)
  • Supported Nike customers via chat, handling orders, returns, and product inquiries.
  • Maintained strong customer satisfaction while handling multiple concurrent chats.
  • Recognized as a subject-matter resource for product knowledge and best practices.

Project Coordinator / Team Lead

FJI · Sep 2020 - Jan 2021

  • Coordinated task assignments for a team of 8-12 image retouchers, tracking deadlines and deliverables.
  • Maintained project trackers and schedules, achieving on-time delivery for 95% of projects.
  • Communicated client updates and status reports, improving transparency and satisfaction.
  • Conducted quality checks before final delivery to ensure standards compliance.

Customer Service Associate

TSHT · Jun 2012 - Sep 2014

  • Provided technical troubleshooting for Nokia devices and applications.
  • Escalated complex cases to Tier 3 and Tier 4 teams, ensuring timely resolution.
  • Maintained detailed documentation and followed QA standards consistently.

Sourced by Luschke Olivier