Work Experiences: Company: Shopee Xpress Address: Shopee Warehouse, Antipolo Del Sur, Lipa City, Batangas. Account: Shopee Xpress Fulfillment Duration: May 2021-Present Position: Hub Coordinator Job Description: - Manage day-to-day hub operations, including parcel inbounding, sorting, rider dispatch and receiving of in-transit parcels, also inventory control - Conducts team briefing and documents minutes of the meeting - Oversees agency teams in backroom, as well as coordinates w/ rider support team and occasionally supervises drivers / riders - Performs essential duties such as hiring and training staff, monitoring employees, performance, ensuring high productivity levels, assigning tasks, and delivering constructive criticism. - Creates, reviews and validates reports coming from the hub. - Assists Customer Support team in call outs to solve Customer support escalations - Ensure Hub KPIs are effectively met Company: Shopee Philippines Address: 11th floor, ACC building, Bonifacio Global City, Taguig, 1634 Metro Manila Account: Shopee Philippines (E-commerce) Duration: January 2020 to present Position: Senior Analyst Job Description: - Manage calls, chats, and emails regarding order status. - Handle customer complaints regarding return and refund process, communicate with different departments such as ShopeePay team, Logistics, Disputes and Marketing Team to resolve customers concerns. - Follow communication procedures, guidelines, and policies - Manage operation concerns of Shopee Mall Seller and Preferred Sellers - Validate operations (product, payment, logistics, fraud, and listings) concerns - Manage returns and refunds - Handle seller complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure resolution. - Handle ad-hoc requests. - Coordinate with Logistics Team and Courier’s PIC regarding claims for lost and damaged items. - Respond to customers queries about Shopee App or Seller Center issues, perform troubleshooting, and conduct research to identify solutions to the reported issues. - Responsible for reporting bugs and creating JIRA ticket and report to regional team. - Work closely with L3 Product Team about Live Issues on the App and Seller Center ____________________________________________________________________________________ Company: Honestbee (e-Commerce) Address: 23rd Floor Bonifacio Stopover Corporate Center 31st st. cor 2nd Ave., Bonifacio Global City, Taguig, 1634 Metro Manila Account: Honestbee Duration: November 2016 to July 19, 2019 (2 years and 7 months) Position: Hub Coordinator / Customer Service Executive Job Description for Customer Service: - Collaborate with various departments such as the delivery team for riders, merchants, hub coordinators and shoppers to achieve positive and improve customer experience concerning food and grocery deliveries. - Attend general customer enquiries, requests and feedback received via the Zendesk chat function, habitat concierge email and company phone. - Ensure all Zendesk tickets are solved by the end of the shift except for those on-hold waiting for other department action or information and those pending waiting for customers to reply or clarify issues. - Manage customer’s information details, complete waivers and refunds. - Liaise with our operations, delivery, and restaurant/grocery partners to ensure all the orders are processed seamlessly. Job Description for Hub Coordinator: - Managing updates on deliverers who are on shift. - Assigning of shoppers & deliverers every hour. - Work closely with Customer Service/Customer Experience Team. - Manage and dispatch orders through our tool and interface with our shoppers, riders, merchant partners, and customers. - Coordinate with merchant partners to ensure timely pickup, managing expectations and workload. Company: Open Access Marketing Philippines Address: 12F, 6780 Jaka Building, Ayala Ave, Makati City. Account: Lyft (Ride Sharing) Duration: May 2015- October 2016 (1 year and 5 months) Position: Customer Care Associate Job Description: - Provide friendly, timely support to Lyft drivers and passengers via emails. - Walk drivers and driver applicants through the onboarding process and all of the tools they need to be successful on the Lyft platform. - Deliver information sessions to groups of new drivers to set them ready to drive and to properly use the app. - Help existing driver-partners troubleshoot any issues they experience. ___________________________________________________________________________ Company: Sutherland Global Services Address: 12F, Total Corporate Center, Triangle Drive, Bonifacio Triangle, Bonifacio Global City, Taguig. Account: eBay UK / eBay North America (E-commerce) Duration: June 2012 - February 2015 (2 years and 7 months) Position: Customer Service Associate Job Description: - Responds to buyer’s web inquiries regarding online merchandise or service orders. - Provide information to buyers such as tracking details of the items they ordered, provide resolutions if the items they received are not as described or if they haven't received the items they paid for. - Helping sellers in troubleshooting and billing invoice questions. Additional areas of support includes: listing items, selling items, registering an eBay account, basic eBay account information, My eBay, mobile apps, PayPal account linkage, forgotten user ID or password,, navigate and troubleshoot listing tools, listing policies, seller promotions, seller protection, credits, seller limits, removed items, and returns. ___________________________________________________________________________ Company: Rainmaker Asia Address: 4F Alphaland Building, Southgate Hall, Magallanes cor. Pasong Tamo, 1232. Account: Citi Duration: Aug 2010 to December 2011 (1 year and 4 months) Position: Customer Service Consultant / Operation Risk Analyst - Assisting customers for credit card applications and upselling Citi Identity Theft Solutions for the protection of Citi cardholders. Explain the importance of this feature as this will help them re-establish their credit so they won’t be held liable for unauthorized charges made on Citi card. - Review accounts with disputed items and exhaust recovery options to avoid taking financial losses. - Process disputed items according to association and federal government guidelines. - Correspond with cardholders, merchants, and merchant banks as part of processing dispute cases.