Patrick Villaseñor
Customer Service Specialist
Small Local Business Owner
Community Events Organizer
APAC Remote Customer Service | Chat & Email Support | Team Guidance | Process Improvement | 10+ Years Experience
About Me:
I have over ten years of experience as a Customer Service Representative specializing in non-voice support. Throughout my career, I have worked with pioneer accounts where I helped establish efficient workflows and build positive, long-lasting team environments.
Work Experience
WNS Global Services
Expedia, Inc.
April 2013 - July 2015
As a Hotel Specialist, Subject Matter Expert, and Acting Team Leader, I built a strong foundation in customer operations and team leadership. I managed reservations and booking confirmations while delivering accurate hotel information, then progressed to supporting agents as a subject matter expert by providing policy guidance and process best practices. In a leadership capacity, I coached and motivated team members, resolved conflicts, supported administrative functions, and helped maintain strong team performance and healthy group dynamics.
Telus International Philippines
Uber
August 2015 - May 2017
As part of the Uber Customer Support team, I delivered prompt and accurate support to both riders and drivers across multiple lines of business. I handled complex, high-impact issues by simulating real scenarios, documenting effective solutions, and contributing to consistent resolution practices. Through cross-support across rider and driver LOBs, I helped maintain service quality, reduce repeat inquiries, and ensure a reliable customer experience at scale.
PlayerAuctions Manila
July 2017 – January 2018
In this role, I supported both buyers and sellers by resolving account- and order-related inquiries while ensuring accurate and timely assistance. I also managed real-time customer questions across social media channels and website feedback platforms, maintaining clear, empathetic communication and protecting brand trust through consistent, high-quality responses.
24-7 Intouch
Expensify
August 2018 – May 2024
As a Customer Concierge at Expensify, I helped pioneer the app’s email and chat support operations, delivering effective resolution to customer issues through clear, written communication. I documented recurring problems and trends in GitHub, contributing actionable insights that supported product improvements and more efficient issue resolution.
MagicVA
ARMRA Colostrum
October 2024 – February 2025
In this role, I resolved product and website inquiries promptly, contributing to improved customer satisfaction. I managed sensitive adverse event cases with accuracy and care, streamlined return processes, and analysed weekly support trends to recommend service improvements that enhanced overall service quality.
Hostinger
Customer Success Specialist
January 2026 - Present
In this role, I provide real-time chat support to resolve customer billing and account inquiries efficiently, contributing to high customer satisfaction. I handle sensitive payment, refund, and subscription issues with accuracy and professionalism, ensure smooth resolution of billing disputes, and identify recurring support trends to recommend process improvements that enhance overall customer experience and service quality.
Education
Bachelor of Science (B.S.) in Psychology
San Beda University
2010 – 2011
Bachelor of Fine Arts, Major in Advertising
College of the Holy Spirit of Manila
2011-2013
Skills
Customer Support & Experience
I specialize in providing non-voice customer support across email, chat, and social media, assisting riders, drivers, buyers, and sellers with account, order, payment, and verification inquiries. I deliver clear, empathetic communication to ensure a high-quality customer experience.
Problem Solving & Process Improvement
I excel in resolving complex issues, triaging inquiries, and analyzing trends to identify recurring problems. I contribute to documentation and knowledge bases, helping to streamline workflows and improve overall support efficiency.
Collaboration & Operations
I collaborate effectively with cross-functional teams including Product, Marketing, and Support to align processes and ensure consistent communication. I manage high-volume tickets and real-time queues while maintaining brand-safe and compliance-aware interactions.
Tools & Platforms
I am proficient in Zendesk, Freshdesk, Gorgias, GitHub, Google Workspace, and Microsoft Office, and I am quick to learn new tools as needed. These are not the only platforms I’ve used; I also have experience with company-specific CRM tools, allowing me to adapt efficiently to different support environments and workflows.
