Customer Service Sales

Bona Ysobel V. Pedenes

Phone: +63-916-***-**** Email: **********@*****.***

Profile Work Experience

Experienced eCommerce

Operations Manager with a

demonstrated history of

working within the Retail,

eCommerce and Customer

Service industry.

I have diverse background

leading teams in

eCommerce, brick-and-

mortar and omni-channel

business initiatives.

A results-driven strategist

working cross-functionality

to execute new digital

projects, direct multi-site

operations, improves

productivity, profitability

and enhance the customer

experience.

An exceptional motivator

with a proven track record

for recruiting skilled

professionals, developing

talent and retaining high-

performance teams.

Sumo Venture Inc. (July 2017 to April 2020)

E-Retail Operations Manager

Manage the day-to-day operations of the Operations team to ensure excellent customer service and satisfaction, adherence to standard operating procedures, and high-efficiency completion of tasks for the following eCommerce brands:

Larga.PH – Go-to place for travel deals

Oolala.PH – First online pop up store for flash deal brands Manila Wine PH – Leading online store for rare and limited edition wines and spirits Curated By Vault PH – Passion project for one of a kind and unique items Tala Designs – Sleek translucent totes all handmade in the Philippines Sophie Paris Philippines - French-inspired fashion & beauty products at best value Crème Simon – French skin care brand promoting botanical efficacy

Operating the eBusinesses including daily sales and monthly KPI reporting

Responsible for the product range processes and catalog in operated websites and marketplaces

Handles catalog and content management

Secure quality and constant improvement of Customer Service (pre and post sales)

Work to improve the systems behind the shopping/customer experience

Collaborate with the IT department on current system functionality as well as system improvements

Collaborate with Marketing department on consumer insights analysis, campaign/promotion analysis

Oversee the consumer payment platforms

Manage the onboarding of new vendors and partners as well as the maintenance of current vendors and partners

Drive change and encourage growth by providing guidance and support to employees; aid employees with difficult customers and situations by coaching them and demonstrating effective and professional communication with internal and external customers at all times

Accountable to identify and implement B2C fulfillment innovation trends based on market research and consumer insights

Established B2B eCommerce fulfillment know-how

Work in close collaboration with digital merchants, web copywriter, digital designers, and technologist, to define and implement content and digital experience changes to deliver our annual sales and profitability goals for ecommerce

Manage/maintain a consistent look and feel throughout our digital experiences, including message- continuity from marketing programs to web

Skills

Moonline Inc. (December 2012 to July 2017)

Operations Manager (March 2015 to July 2017)

Manage the day-to-day operations of the CashCashPinoy website

Orchestrated all aspects of store operations and customer service, including: sales, staffing, training, expense control, business processes, loss prevention, product merchandising, and visual execution

Order and Sales Forecasting

Work closely with IT, Sales and Marketing Team for overall website and service improvement

New Deal/Item Introduction and Product Catalog Management

Making sure that SLA’s are followed in the Customer Service Center for Pre/Post Sales

Prioritize and filter customer feedback to drive website improvements and digital product development

Pioneered an outsourced Call Center Team for Customer Service

Oversee fraud protection on the website

Guide promotional strategy and marketing efforts based on business metrics and customer response

Manage warehouse and logistics departments, including: vendor set-up and training, order fulfillment, compliance and last mile delivery

Team Manager (March 2014 to March 2015)

Managed core support team (email and chat)

Created an After Sales Team to improve response in handling defective and replacement issues raised by buyers and customer experience after buying a product

Managed a Fraud Analysis Team to filter fraudulent purchases from website

Drive performance of staff by creating incentives and a positive work atmosphere

Track attendance daily and maintain an acceptable adherence rate

Responsible for monitoring and scoring calls to enhance coaching sessions and help develop team

Coached to success including using the corrective action process when appropriate

Provide daily feedback to team on key performance indicators including quality, attendance, and average handle time of fielded calls

Providing subject matter expertise as well as resolving escalated customer issues

Communicating with direct reports in regards to new policies, procedures and client changes in a timely manner

Training and Quality Coordinator (June 2013 to March 2014)

Training new agents on fundamentals of the job, rules and regulations before moving to production

Coach agents on statistics and provide feedback to make goal

Monitor my KPI daily to stay on track with monthly goals

Analyze and measure agents work performance and take appropriate action either disciplinary or recognition based on work performance

Create improvement plans to change overall work performance as needed

Responsible weekly to monitor, score, and deliver response quality, including coaching with prescription and follow up

Customer Support Specialist (December 2012 to June 2013)

Provides email and chat support to CashCashPinoy account holders

Answers queries on purchase or order information, deal inquiries, delivery follow ups, replacement requests etc.

Skills

Strong communications

skills, written and verbal

Leadership, problem-

solving and decision-

making abilities

Demonstrable

knowledge and use of

CRM data management

processes (Zendesk,

Freshdesk, Olark etc.

Demonstrable

knowledge and use of

CMT Tools (Google

Adwords, Send in Blue,

MailChimp)

Social Media

Management

Project Management

Partner/Vendor

Management

Experienced in various

eCommerce platforms

(Magento 1.0 and 2.0,

Shopify)

Marketplace Listing and

Store Management

(Lazada, Shopee, Zalora,

Qoo10, eBay etc.)

Strong team building

skills

Self motivated, flexible

and able to handle

workload independently

Advanced computer skills

Ability to organize and

prioritize workload to

meet deadlines

Excellent attention to

details

Skills

PSG Global Solutions (October to December 2012)

Senior Recruiter/Talent Acquisition

Received training on basic recruiting

Sources resumes of qualified candidates for specific job orders, using job boards, applicant tracking systems, company web sites, etc.

Conducts phone interviews to pre-screen candidates, verifying their qualifications, availability and compensation requirements; documents these interviews

Sets up interviews between candidates and hiring managers

Is involved in recruiting passive candidates, through phone calls, emails and general relationship- building.

Makes recommendations on additional candidate pools and recruiting techniques, after evaluating market conditions

NCO Group (December 2006 to August 2012)

Well rounded customer service specialist with experience on various Microsoft Line of Businesses Bing Technical Support and Windows Live Sender Support Tier III (August 2011 to August 2012)

Provides general support for various Bing services via email (Bing Search, Bing Maps, Bing for iPad, Bing Bar and Bing Mobile for iPhone, Blackberry, Android and Windows Phones)

Answers queries of domain owners for deliverability issues in Windows Live Hotmail Windows Live Support Community Expert (February 2011 to August 2011)

Handles Moderator (Tier I) escalations

Responsible for handling and managing posts in the Windows Live forums (Windows Live Messenger, Mail, Photo Gallery, Movie Maker, Installer, Sync, etc.)

Provides tested advance troubleshooting steps for issues submitted in the support community forums

Bing Rewards Customer Support (September 2010 to January 2011)

Provides answers to Bing Cashback participants queries via email Bing Cashback Customer Support (April 2010 to September 2010)

Provides email support to Bing Rewards program participants MSN Customer Support Tier II (September 2007 to April 2010)

Handled escalation from Tier 1 and provide more complex troubleshooting steps for the dial up subscribers via phone support

Also handled premium MSN clients from UK

MSN Customer Support Tier I (December 2006 to September 2007)

Provides phone support to MSN dial up subscribers by providing back technical troubleshooting steps guided by Microsoft’s knowledge base

Skills

College Level: De La Salle University-Manila (2003 to 2005)

Bachelor of Science major in Interdisciplinary Business Studies Primary and Secondary Education: O.B. Montessori Center Inc. Greenhills, San Juan (2003) NCO Academy Training: Performance Management: Coaching Essentials (June 2008) PSG Global Solutions: Talent Acquisition Training (October 2012-December 2012) Zendesk Academy Training (2014)

Skills

Education

Character

Reference

*Available upon request

Contact this candidate