🇵🇭 Filipino talent · 🇺🇸 American standards
Michelle M.
Customer Support
Location
Davao city, Davao del Sur
Timezone
Manila · GMT+8 (US business-hours overlap)
Response time
Responds in ~4h
About
One time while working in customer support, I noticed that we were receiving an increasing number of tickets from customers who were confused about a recent update to our billing system. The complaints weren't severe individually, but I started seeing the same questions repeatedly over several days. When instructions are unclear and the client isn't available, I first gather as much information as possible from the resources I do have, such as previous cases, internal documentation, knowledge base articles, or similar situations handled in the past. My goal is to avoid making assumptions while To me, extreme ownership means taking full responsibility for the outcome of a situation, even when parts of it are outside of my direct control. Instead of focusing on who made the mistake or passing blame to another team, I focus on what I can do to move things forward and ensure the customer gets
Tools
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