Hi, I’m Alyssa Hershey H. Palacio!

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CUSTOMER SUPPORT SPECIALIST Available for Remote Work · Philippines 🇵🇭

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I'm Alyssa Hershey H. Palacio — a results-driven Customer Support Specialist with over 4 years of experience in e-commerce logistics, technical hardware troubleshooting, and financial support operations.

📬 Contact Me

[email protected]

+63 936 086 9200

🛠️ What I Can Do For You

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Administrative & Back-Office Support Inbox management, calendar scheduling, document preparation, and back-office processing.

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Logistics & Order Fulfillment End-to-end supply chain coordination, courier tracking, shipping escalation resolution, vendor coordination, and warranty management.

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Technical Troubleshooting Smart wearables diagnostics (Bluetooth, audio, firmware), hardware support, and technical issue resolution.

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Financial & Collections Support Account remediation, debt collections, payment restructuring, and PCI-DSS compliance.

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Omnichannel Customer Support Voice, live chat, email, and back-office support — maintaining high FCR and QA standards.

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CRM & Operations Management Enterprise CRM systems, Atlas, Empath, Genesys — proficient in the tools that keep operations tight.

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💼 Work Experience

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Customer Service Professional · MicroSourcing PH August 2025 – August 2026

Oversaw end-to-end logistics & order fulfillment for EssilorLuxottica (Ray-Ban, Sunglass Hut, LensCrafters)
Delivered omnichannel Voice support via Genesys and enterprise CRM
Resolved real-time shipment delays, carrier escalations & fulfillment discrepancies
Advanced tech troubleshooting for Ray-Ban Meta Smart Glasses (Bluetooth, audio, firmware)
Managed warranty claims, order modifications & product replacements </aside>

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Customer Service Representative (Financial) · Sykes Asia Inc. May 2021 – November 2023

Handled inbound/outbound communications for Capital One US portfolio
Used OneComm & Empath to access financial records and document interactions
Executed account remediation, debt collections & payment restructuring </aside>

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Customer Service Representative (Retail/Seasonal) · Inspiro Realia Inc. November 2020 – May 2021

Multi-channel support (Voice, Chat, Email, Back-Office) via Genesys for 1-800-Flowers
Coordinated with partner florists/vendors for inventory & delivery accuracy
Maintained top-tier FCR and QA performance standards </aside>

🧰 Tools & Tech Stack

Category	Tools
Contact Center	Genesys Cloud, OneComm
CRM & Ops	Atlas, Empath, Enterprise CRM
Logistics	OMS, 3PL Courier Portals

Category	Tools
Financial	PCI-DSS, Payment Restructuring
Productivity	Google Workspace, MS Office
Communication	Omnichannel (Voice, Chat, Email)

🎓 Education & Certifications

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Bachelor of Secondary Education Major in English The National Teachers College September 2021 – June 2023 🏆 Final GPA: 94.37%

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TESDA Online Program Certification Technical Education and Skills Development Authority Completed: Early Childhood Care and Development Curriculum

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🖥️ Work-From-Home Ready

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🖥️ Primary: Intel® Core™ i5-14500T · 16GB RAM · Windows 11 Pro 💻 Backup: Intel® Core™ i5/i7/Core Ultra · NVMe SSD · Windows 11 Pro ⚡ Power: UPS Battery Backup — protected against outages 🌐 Internet: Primary Fiber + Mobile Hotspot backup for 100% uptime 🎧 Headset: Jabra HSC016 Duo Stereo with noise-canceling mic 📷 Webcam: HD Camera

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