Shopee Philippines Inc.
Real-time Analyst for Operation (Customer Service
and Non-Customer Service)
June 1, 2021, to Present
Responsibilities:
Manage the call volume, daily attendance, and program
break schedules.
Assist with the creation if metrics and targets for
services.
Work closely with the operations team to analyse and
help improve their delivery processes.
Generate ideas for process and service improvement
planning.
Subject Matter Expert - Level 3 Return and Refund
October 1, 2021, to Present
Responsibilities:
Responsible for the entire returns process thru email,
voice, and chat.
Manage and monitor the performance of the whole RR
team.
Define project goals and strategy to achieve an ideal
returns/refunds experience.
Ensure that all controls are in place, and system
information/s is correct.
Drive process improvement and system enhancements
for more efficient returns operations.
Senior Analyst (Customer Service - L2 (Disputes)
September 14, 2020, to September 30, 2021
Responsibilities:
Manage Return and Refund function that interfaces with
various cross-functional teams such as Seller operations,
Logistics, Payments, etc.
Identify functional/product gaps and initiate projects to
improve the Returns Process.
Work with functional stakeholders to lead and drive
projects that enable business improvement and
transformation.
Communicate strategies and objectives with relevant
departments and colleagues. Shopee Philippines
Inc.
2021 Ops Values Star Awardee
Sykes Asia Inc.- Google Philippines (Google
Fi) Voice of the Customer Analyst
September 2017 to September 13, 2020
Responsibilities:
Promoted from September 2017 until
September 13, 2020, from Subject Matter Expert Intern
(new hires). Audited and listened to calls that were
Non-Satisfied Customer's DSAT cases.
Analysed how and why the customer
provided a non-satisfied rating about their support
experience when they are in contact with our support
agents.
With the audit/scrubbing, we came up
with a report about the reason for the Nonsatisfaction
rating of the customer. We sent feedback to the
operation team about our findings after a report had
been generated.
We also synced and partnered with IQA
support to ensure we are calibrated with our NSAT
Tagging.
We issued an I----------- Report to those
Agents with behaviours that contributed to the
dissatisfaction of the customer and addressed to their
team leads for coaching.
Subject Matter Expert Intern
March 20 17 to September 20217
Customer Service Representative
August 22, 2016, to March 20217
Convergys Philippines Inc. HP-KV
Subject Matter Expert Intern
February 2015 to August 2016
Technical Support Professional II
September 23, 2014, to August 2016
Teletech Inc. Technical Support - AT&T U-verse
Technical Support Representative
March 3, 2014, to August 16, 2014
Philippine Long-Distance Telephone (PLDT)
Business Analyst Associate - Small Medium Enterprise
June 27, 2011, to Feb 1, 2014
Infocom Technologies (ePLDT)
Customer Service Representative
July 2, 2008, to May 23, 2011
