Hi, I'm Angelica Bonita – a dedicated Customer Service Manager with extensive experience in Voice, Email, and Chat Support, as well as leadership experience as a Manager, Team Lead, and Subject Matter Expert in the BPO and eCommerce industries.
I currently manage a customer service team for a UK-based eCommerce company, overseeing daily operations, handling customer escalations, coordinating with logistics partners, supporting team performance, and ensuring excellent customer satisfaction. My background also includes leading teams, coaching agents, improving processes, and delivering high-quality customer support across multiple channels.
Why Work With Me?
• Detail-Oriented – I ensure every task is completed accurately and efficiently to deliver the best customer experience.
• Strong Communicator – I provide clear, professional, and empathetic communication through phone, email, chat, and social media.
• Customer-Focused – I go the extra mile to resolve issues while balancing customer satisfaction with company policies.
• Adaptable & Reliable – I quickly learn new systems and processes, allowing me to contribute with minimal supervision.
Skills & Tools
• Customer Service (Voice, Email & Chat)
• Team Management & Leadership
• Shopify
• RichPanel
• Slack
• Subscription Apps
• WordPress
• Canva
• Adobe Photoshop
• Basic Video Editing
• Social Media Support
• Amazon Seller Support
• Microsoft Office & Google Workspace
Professional Experience
• Customer Service Manager (Current)
• Team Lead – 6 months
• Email, Chat, Amazon & Social Media Support – 7 months
• Voice Customer Service – 3 years
• Email Support (Back Office / Workforce Support) – 1 year and 4 months
• Subject Matter Expert – 2 years and 3 months
• Logistics Scheduling & Customer Service Management
• Order Management & Fulfilment Coordination
• Delivery Scheduling & Courier Coordination
• Returns, Refunds & Warranty Claims Management
• Customer Escalation & Complaint Resolution
• Team Coaching, Quality Assurance & Process Improvement
Industries I've Worked In
• eCommerce
• Retail (including Automotive)
• Supplements & Health Products
• Telecommunications
• Content Moderation
• Workforce / Staffing Support
• Manufacturing
Freelance Projects
• Customer Support (Email & Chat)
• Team Lead
• Shopify Customer Support
• WordPress Website Management
• Outbound Reminder Calls
• Cold Calling & Appointment Setting (ISA)
• Twitter/X Retweet Assistance (OF niche)
• Virtual Assistance
• Administrative Support
What You Can Expect Fro-----------
• Fast response times
• Professional and friendly communication
• Strong problem-solving skills
• Excellent attention to detail
• Ability to work independently or lead a team
• Commitment to delivering high-quality results
If you're looking for someone dependable, proactive, and experienced in both customer support and team management, I'd love the opportunity to help your business succeed.
Verified