Experienced Customer Support Specialist

Jane Rodrigo

Professional Summary

Detail-oriented and empathetic Customer Support Specialist with over 6 years of experience delivering exceptional service across e-commerce and SaaS platforms. Proficient in CRM systems, cross-functional collaboration, and remote support environments. Proven track record of maintaining high customer satisfaction scores while efficiently resolving complex technical and billing issues.

Work Experience

Customer Support Specialist at TechNet Retail Solutions

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Resolved inbound and outbound support tickets related to product delivery, billing, and technical troubleshooting, maintaining a 95%+ customer satisfaction score. Handled 60+ tickets daily while collaborating closely with engineering and QA teams to escalate and fix platform issues. Supported mobile device users and managed service disruption alerts. Documented known issues and maintained internal solution resources to improve team efficiency.

Data Annotator (Freelance, Part-Time) at VisionMap AI

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Labeled large datasets with high accuracy to train AI systems, adhering to strict guidelines. Annotated sensitive and high-volume data across industries such as finance, transportation, and e-commerce. Consistently met productivity benchmarks and collaborated with supervisors to optimize annotation workflows.

Education

Bachelor of Science in Information Technology

Central Luzon Institute of Technology

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Senior High School Diploma

Metro Manila Science Academy

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Skills

Technical Skills

  • Zendesk
  • Salesforce
  • HubSpot
  • Jira
  • CRM Ticketing Systems
  • Basic IT Troubleshooting
  • Data Entry
  • Google Workspace
  • Confluence

Soft Skills

  • Communication
  • Time Management
  • Conflict Resolution
  • Empathy
  • Adaptability
  • Attention to Detail

Certifications

Customer Service Excellence

LinkedIn Learning

Remote Work Foundations

Coursera

Score
78/100
Profile
82/100
Work Experience
75/100
Certifications
65/100
Projects
0/100
Header
85/100
Skills
80/100
Education
70/100
Convert work experience descriptions into bullet points for better ATS parsing and recruiter scanning.
Clarify and standardize date formats, especially for ongoing or future employment periods.
Add missing dates and details in education and certifications to improve completeness.
Incorporate additional industry keywords such as 'ticket resolution', 'customer retention', and 'SLA compliance'.
Include a projects section or relevant accomplishments to showcase proactive contributions.
Strong quantification of customer satisfaction and ticket volume demonstrating impact.
Broad experience with major CRM platforms and tools used in customer support.
Clear demonstration of collaboration with technical teams, showing cross-functional skills.
Well-articulated soft skills such as empathy and communication aligned with customer service roles.

Profile

82%
Summary is well-written with quantifiable achievements and relevant keywords like 'customer satisfaction' and 'CRM systems'.
Profile Highlights effectively emphasize key skills and accomplishments but could be formatted as bullet points for improved readability.
Adding a clear career objective or tailoring the summary to specific job roles could enhance ATS keyword matching.

Work Experience

75%
Work descriptions include quantifiable metrics such as '95%+ customer satisfaction' and '60+ tickets daily' which strengthen impact.
Use consistent date formatting (e.g., full month and year) and clarify if 'July 2025' is a projected end date or typo.
Expand on the impact of collaboration with engineering and QA teams by specifying outcomes or improvements achieved.
Separate bullet points instead of paragraph-style descriptions would improve readability for ATS and recruiters.

Certifications

65%
Certifications are relevant but lack award dates which impacts credibility.
Include more detail such as certification ID or links to verify credentials if available.
Adding industry-recognized certifications like ITIL or HDI would enhance professional standing.

Projects

0%
Section missing

Header

85%
Header includes key contact information and professional headline which is ATS-friendly.
Consider adding a LinkedIn URL with a custom profile name for better recruiter access.

Skills

80%
Skills section covers a good mix of hard, soft skills, and tools relevant to customer support roles.
Consider integrating keywords like 'customer relationship management', 'technical troubleshooting', and 'ticket resolution' to improve ATS recognition.
Organize skills into a single list or clearly labeled subsections to avoid parsing issues by ATS.

Education

70%
Education entries include institution and degree but lack start dates and GPA which reduce completeness.
Adding relevant coursework, honors, or certifications related to IT or customer service could strengthen this section.
Use consistent formatting for dates and consider listing education in reverse chronological order.