Erika Alvyn Banaag
Senior Customer Support Representative
Customer Support Specialist with nearly 10 years of experience, including 3 years dedicated to fast-growing e-commerce brands. I specialize in independently managing high-volume email and live chat queues (120+ tickets/day) using Shopify and Gorgias to keep response times low and customers happy
Skills
Experience
Sales/Support Representative · Home Outlet Direct,
Dec 2023 – Mar 2026
full_time · Remote
Responds to emails for customer support via Gorgias Responds to vendor emails Receives tracking numbers from vendors - add to Shopify and send email with tracking Answers phones for support/sales via Aircall Responds to customer inquiries/chat via Tidio Upsells/Offer Packages Provides Quotes for customers for custom appliances Works directly with clients for other ad hoc tasks
Support Representative · Minted Co. Collective Solution Intl.
Sep 2023 – Nov 2023
full_time · Commonwealth
● Responds to email for customer support via Salesforce ● Responds to customer’s inquiries/chat via Salesforce ● Process orders and replacement orders. ● Provides ETAs and Tracks FedEx orders for customers ● Modifies personalized cards for the customer ● Assists the customer with tier cancelation requests. ● Manages customer’s wedding websites and inquiries. ● Provides service recovery to the customers via refunds, promotional codes and vouchers.
Sales/Support Representative · Concentrix, Shaw
Nov 2021 – Sep 2023
full_time · Mandaluyong
● Responds to customer inquiries/chat via LivePerson ● Upsells/Offer Subscription Packages ● Customer Retention ● Manages customer’s account via CRM (CEP)
Sales/Support Representative · H2O Wireless, Collective Solution Intl.,
Jan 2021 – Aug 2021
full_time · Commonwealth
●Answers phones for support/sales via 3cx ● Customer Retention ● Upsells/Offer Subscription Packages ● Manages customer’s account via CRM
Support Representative · Minted Co. Collective Solution Intl.,
Oct 2020 – Jan 2021
full_time · Commonwealth
● Responds to email for customer support via Salesforce ● Responds to customer’s inquiries/chat via Salesforce ● Process orders and replacement orders. ● Provides ETAs and Tracks FedEx orders for customers ● Modifies personalized cards for the customer ● Assists the customer with tier cancelation requests. ● Manages customer’s wedding websites and inquiries. ● Provides service recovery to the customers via refunds, promotional codes and vouchers.
Sales Representative · Morton Enterprise
Mar 2019 – Mar 2020
full_time · Imus, Cavite
● Answering customer’s questions about products, prices, availability and credit terms. ● Estimates and quotes process, credit and contract terms, warranties and delivery dates of the pre-made or customized furniture ● Calls customer regarding their monthly payments ● Receives order requests for made-to-order furniture
Education
St. Clare College of Caloocan
2019 – 2023
Bachelor of Science, Hotel and Restaurant Management
Verified certificates
No certificates yet.