Timothy Finomo
I excel in delivering exceptional customer service in fast-paced retail settings, with experience in greeting, upselling, complaint handling, product demos, and stock management across luxury and high street environments. Adaptable and multilingual, I ensure seamless in-store experiences and thrive in dynamic shop floor roles.
Delivered live chat support to Shopify merchants using GemPages (V6 & V7), resolving 200+ tickets with a 93% QA score and 2.3-min average response time each month Resolved billing-related issues and escalated refund cases with professionalism and speed Earned 5 verified Shopify reviews within 1 month duration, maintaining a 100% asked review rate Managed layout troubleshooting, product assignment, and visual display bugs across Shopify storefronts Provided multilingual customer support using AI-powered tools to bridge communication gaps across Spanish and other non-English-speaking users, ensuring clarity and empathy regardless of language. Created customer-facing tutorial videos for using GemPages to address common layout and product setup issues, improving self-service support rates Reviewed help docs and flagged gaps to improve AI-driven support accuracy and customer experience Completed 100% of training (EdApp, CTQ) with 0 CTQ violations during probation
Delivered phone, email, and chat support with a 95%+ resolution rate in a fast-paced ISP environment Resolved account, billing, and subscription-related inquiries, ensuring compliance and customer satisfaction Created documentation and training materials to streamline team onboarding and reduce resolution time Worked in remote conditions across US-compatible shifts using Zendesk, Jira, and CRM platforms
Handled internal IT and support tickets across departments, maintaining a 90% first-contact resolution rate Provided phone and onsite support for hardware/software issues and system configuration Maintained technical logs and cross-team communication for escalations and incidents
Built and maintained responsive websites and apps for small businesses and startups Customized WordPress themes and plugins for optimal performance and SEO Integrated MySQL and Firebase databases with frontend components using JavaScript and PHP
I had the pleasure of managing Timothy during his time as a Technical Customer Support Specialist at GemCommerce. He consistently demonstrated a strong understanding of technical issues, excellent problem-solving skills, and a calm, empathetic approach with customers. Timothy was dependable, quick to learn, and always ready to go the extra mile to ensure users had a positive experience. He was also a great team player, supportive, communicative, and proactive in sharing feedback or improvements. I truly enjoyed working with him and believe he’d be a valuable asset to any support team.