Roger
Customer Support Lead | Escalation Specialist | E-commerce Operations Expert
Verified
Overview
Looking for full-time work (8 hours/day)
at $5.46/hour ($1,056.00/month)
Bachelor's degree
Last Active
July 22nd, 2026 (3 days ago)
Member Since
June 7th, 2026
Profile Description
I am an accomplished Customer Support Professional and Escalation Specialist with 9 years of continuous advancement in high-volume operations, team leadership, and e-commerce logistics. I specialize in resolving complex billing disputes, technical diagnostics, and high-stakes account security issues while maintaining exceptional de-escalation KPIs.
With a background climbing the ranks from a frontline agent to a Subject Matter Expert (SME) and Junior Supervisor, I bring a unique blend of high-level technical troubleshooting and team-coaching expertise. I am highly proficient in modern support ecosystems, including Zendesk, Intercom, HubSpot CRM, Shopify, and ShipStation.
Core Areas of Expertise:
•Advanced Escalations & Tier 2/3 Support: Direct ticket resolution of high-priority critical issues using Zendesk (Advanced Logic), Intercom, and Gorgias.
•E-commerce Backend & Logistics: Marketplace health tracking, Shopify store portfolio management, and ShipStation fulfillment (90.9% on-time tracking accuracy).
•Team Leadership & Performance: Floor support coaching, co-training incoming agents, and translating metrics to elevate QA scores.
•Data & CRM Architecture: Data integrity auditing and pipeline optimization within HubSpot CRM.
•Lead Generation & Pipeline Conversion: Prospecting workflows, warm/cold database reactivation, pre-qualification outreach, and high-value appointment setting.
•RE Tech Stack & Marketing: RealScout buyer search creation, Zillow/Redfin smartlist leveraging, Canva-driven visual assets, Meta Business Suite, and social media management.
Certifications & Tools:
•Six Sigma Yellow Belt Certified (Process Optimization)
•Shopify Certified Professional & HubSpot CRM Certified
•Tech Stack: Zendesk, Intercom, Gorgias, HubSpot, Shopify, ShipStation, MS Excel (V-Lookups/Pivot Tables), Google Workspace.
If you are looking for a reliable, highly autonomous professional who can protect your revenue, streamline your helpdesk queues, and optimize your customer satisfaction metrics, let’s connect!
Top Skills
Real Estate
Experience: 1 - 2 years
3 years of experience in Real Estate, Engineered CRM data structures and lead-routing pipelines that decreased lead response delay by 15%, ensuring instant contact with high-intent leads. •FUB & CRM Architecture: Administered Follow Up Boss (FUB) and HubSpot CRMs; audited, tagged, and systematically reorganized 1,000+ legacy customer profiles to establish 100?ta integrity. •Lead Tracking & Pipeline Optimization: Managed daily prospecting workflows and structured database outreach; ensured 100% of incoming leads were systematically tracked, followed up, and guided through the sales pipeline without drop-off. •Administrative Ownership: Architected a zero-inbox management protocol, filtering daily schedules, coordinating stakeholder calendars, and streamlining client communications with complete autonomy.
Customer Support » Ecommerce
Experience: Less than 6 months
Expert in risk mitigation and de-escalation KPIs. Exercised high-level autonomy to settle sensitive client conflicts, navigate gray areas, and preserve company revenue through strategic compromises.
Other Skills
Marketing » CRM » HubSpot CRM
Experience: Less than 6 months
Certified HubSpot professional. Audited, restructured, and updated legacy CRM databases to achieve 100?ta integrity, significantly optimizing pipeline movement for senior brokerage teams.
E-Commerce » Amazon
Experience: 1 - 2 years
Directed supply chain and logistics tracking for multiple e-commerce stores, achieving a verified 90.9% on-time fulfillment and tracking accuracy rate while protecting overall merchant account health.
E-Commerce » Shopify
Experience: Less than 6 months
Shopify Certified Professional experienced in managing backend marketplace health and logistics tracking across high-volume dropshipping store portfolios during seasonal Q4 traffic surges.
Office and Administration » Team Leadership
Experience: Less than 6 months
Promoted to Junior Supervisor and Subject Matter Expert (SME). Anchored production teams in 6-month cycles, architected weekly staff schedules, managed on-site retail operations, and co-trained incoming agents.
Professional Services » Management Services » Customer Support Management
Experience: 5 - 10 years
Accomplished career spanning 9 years managing omni-channel customer support. Proven track record of handling 40–50 complex inbound customer contacts daily while consistently exceeding mandated First Contact Resolution (FCR) targets by 15%.
Basic Information
- Age
- 37
- Gender
- Male
- Website
- Sign Up with Pro Account to View
- Address
- Cebu City, Cebu
- Tests Taken
- IQ
- Score: 138
- DISC
- Dominance: 35
- Influence: 21
- Steadiness: 24
- Compliance: 20
- English
- C2(Advanced/Mastery)
- Government ID
- Sign Up with Pro Account to View
“My business would not be able to go forward if it was not for them”
Gaurab - Adhikari
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