Cebu, Central Visayas, Philippines
Hi, I’m Francis Rey Cortel, a results driven Customer Support Specialist and Team Lead with over 8 years of experience handling sales, technical support, and account management. I help businesses improve customer satisfaction, streamline operations, and drive growth through efficient support systems. I started my career in customer service handling US based Expedia and Hotel Sales Booking Account, where I developed strong communication and sales skills. Over time, I expanded into Ring Security Device Account a technical troubleshooting support specialist and Amazon Seller Account which also assist sellers account with complex issues. I’ve also taken on leadership responsibilities managing teams, improving processes, and ensuring consistent performance. I’m known for being: Detail-oriented, Reliable under pressure, Customer-focused, Solution-driven.
Began as a Customer Support Representative delivering multi channel support (chat, email, and phone), resolving customer concerns, and consistently meeting performance targets. Recognized for strong product knowledge and problem solving skills, leading to promotion as a Subject Matter Expert where responsibilities included assisting agents with escalations, providing real-time support, and ensuring adherence to company policies and processes. Advanced to Team Leader, overseeing a team of 15–25 agents, conducting coaching sessions, tracking KPIs, improving workflows, and ensuring high levels of customer satisfaction and team performance.
HelloFresh Account Providing general support and building engaging relationships on each and every customer call or interaction. Actively offer all HelloFresh products and benefits to our customers on all interactions in line with current demands. Investigating and resolving customer complaints and feedback. Handle a hybrid set-up of interaction chat, call, and Emails. Subject matter expert for 5 months, and after, promoted to a Leadership role until the current date. Handle 15 to 25 agents in a Team.
Sales Account Customer Service Representative for Booking Hotels in US Amazon Seller Support Account Customer Service Representative for Amazon Seller Account in Amazon.com Handle listings issue, manage products selling and deliveries. Task to manage and provide needed resolution for each concern in line with the Standard and Guidelines Policy on Amazon Seller. Amazon Ring Technical Support Account Handle customer concerns in Security Surveillance Camera are the connectivity wifi. Provide resolution and set proper expectation to customer works with each Security Surveillance Camera under wifi frequency. Other concern relate on security systems.