Customer Service Bpo
Resume:
Marites Dumalagan
E-Commerce/Customer Service Expert
A Team Leader with 7 years of experience in E-Commerce plus 5 years in Call Center industry.
Versatile, with impeccable customer service etiquette, advanced interpersonal skills with a passion for leadership. Handled several roles-- Team Leader, Quality Associate, Fraud & Payments Associate, and Email Support in Customer Service.
I strive to focus on collaboration, mentorship, and continuous improvement to ensure every team member could be at their best.
*********@*****.***
Muntinlupa City PH
WORK EXPERIENCE
SKILLS
BPO Management Sep 2019 – Apr 2020
Lazada E-Services Phil. Inc. BGC Taguig
●Strategize to ensure target KPIs are met
●Monitor daily CSAT score
●Conducted daily/weekly meeting with BPO Leads & Managers for daily updates, BPO performance per site, address issues and or escalations
●Attend to all email escalations regarding customer concern that can't be resolved by BPO Leads
●Improve the NPS score by improvising the survey, deep dive on negative feedback and recommend action items
●Attend weekly business review per BPO site
Quality Associate Jan 2019 – Sep 2019
Lazada E-Services Phil. Inc. BGC Taguig
●Oversee projects & monitor day-to-day operations of the team
●Provide a weekly report and audits on BPO's performance and if SOP's are followed
●Deep dive on DSAT's and recommend solutions
●Engage in continuous knowledge development regarding SOP, best practices, tools, techniques and performance standards
●Monitor weekly CSAT audit per BPO to ensure best practices
WORK EXPERIENCE
Team Leader Jun 2015 – Jan 2019
Lazada E-Services Phil. Inc. BGC Taguig
●Communicate with the team regarding goals, KPI targets, and expectation
●Coaching & mentoring team members, identify individual skills & strengths and assigned roles appropriately.
●Proactively conduct spot check whenever there are new updates or process implemented to ensure the team is aligned
●Consistently monitor individual’s metrics such as productivity, quality, and attendance
● Weekly & Monthly business review on the team's KPI, identify pain points and provide resolution
Fraud & Payments Associate
Apr 2013 – May 2015
Lazada E-Services Phil. Inc. Makati City
●Monitor real-time queues and identify high-risk transactions within the business portfolio
●Analyze transactions, internal reports and financial information for potential fraud risks
●Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft, and similar other risks
●Interact with banks and customers to validate the information and to confirm or cancel authorizations
Email Specialist Jun 2012 - Mar 2013
Lazada E-Services Phil. Inc. Makati City
●Answer customer queries such as order status, issues on the item received & recommending solutions
●Attend to email escalation on product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution; expediting correction or adjustment; following up to ensure resolution
●Handle complaints, provide appropriate solutions and alternatives within SLA and coordinate to other departments if needed
Effective Communication
Interpersonal Skills
Leadership Skills
Adaptability & Flexibility
Critical & Analytical
Time Management
Process Improvement
Business Analysis
Management Skills
Attention to details
Training & Development
Work Ethic
Computer Software
EDUCATION
AB PSYCHOLOGY
Saint James College
SY 2001-2004
BS COMPUTER ENGINEERING
AMA Computer College
SY 2000-2001
WEBSITE & SOCIAL LINKS
Linkedin Profile: https://www.linkedin.com/in/marites-dumalagan-b456aa58/
PERSONAL DETAILS
Nationality: Filipino
Marital Status: Single
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