Rob Descaya Email & Phone Number

-Managed order processing and product listing updates using Metorik and WooCommerce-Provided customer support via Zendesk, handling inquiries and resolving issues efficiently-Improved customer satisfaction through responsive support and problem-solving skills-Write and publish engaging blogs for our WooCommerce website-Create new product listings and enhance existing ones-Ensured accurate product management and timely updates

-Daily interaction using Zendesk with artists, labels, music merchandise companies, and artist management, addressing inquiries and concerns.-Conduct daily optimizations of product listings, encompassing tasks such as updating cover images, album titles, product descriptions, ship dates, prices, and managing product feeds for Spotify and YouTube.

United States

-Handled customer complaints efficiently through email using our company's CRM tool (Zendesk)-Supported customers by assisting them in checking the fulfillment and logistics status of their orders.-Processed refunds for products that were missing or damaged, adhering to company protocols and procedures.

United States

Producing custom illustrations in the Simpsons style, transforming customers' cherished photos into cartoons.

Mountain View, California

California, United States

-As an Account Manager (B2B SaaS StartUp), my expertise lies in offering comprehensive support to clients who utilize our services. This involves tasks like onboarding new users, conducting product demos, addressing technical challenges, and maintaining high customer satisfaction through proactive assistance and continuous support.-Conducting market research, identifying potential customers, and developing tailored sales strategies to close deals, drive revenue growth and achieve sales targets.

United States

-Our role is to act as the 24/7 helpline and escalation point for our frontline support teams.-Addressed escalations and tackled intricate customer issues.-Collaborated with team leaders to drive initiatives aimed at achieving team goals, such as CSAT, Quality, and AHT.-Helped team leads close knowledge gaps by identifying areas of opportunity for members and providing individual or group product refreshers-Reduced repeat SME inquiries by enhancing team resources, identifying training opportunities, and recommending action items based on frequently asked questions.-Collaborated with the training team to suggest, review, and approve questions for the monthly knowledge check.-Provided feedback to members on case handling and escalation to help them improve their areas of growth.-Worked with other departments (Team Salt Lake, RAS, training, etc.) to ensure consistent processes.

United States

-Offered exceptional support to local service providers, such as photographers, house cleaners, and contractors, as well as to consumers seeking their services.-My duties involved managing inquiries, swiftly resolving issues, and ensuring a seamless experience for clients in the service industry, utilizing our company's CRM tools, Zendesk and Salesforce.

Philippines

I served as a customer support representative, handling inbound calls from our consumers and assisting them with their billing inquiries.

Australia

My role involves handling inbound calls from users requiring technical support for our computers, as well as coordinating with our technicians for on-site repair arrangements.

Vocational, Computer Programming, First Honor

Activities and Societies: City Scholar, Student Council Senator 2010-2011, Mr. IBC 2011, Cultural Dance Troupe Member, School.

High School

Activities and Societies: Boy Scouts of the Philippines, Special Award BSP (2003-2004)