Customer Care Support
Laguna
Goal-oriented and highly motivated Team Leader with a strong track record in the customer care industry. Supervised a customer advocate team under a health account. Currently working as freelancer in a UK E-commerce business servicing food nutritional product. Known for a strong work ethic, dedication to every task, and a commitment to driving teams toward service level, quality, and productivity goals.
TalkWise, part_time
Jul 2026 to Present
Handles customer inquiries across calls, emails, and chat. Providing product support, troubleshooting and order assistance (arranging delivery date, processing refund and return) Maintain records, follow up on issues and collaborate with teams to enhance customer satisfaction
Sagility, full_time
Apr 2017 to Jul 2026
Supervised a customer advocate team under a health account, tracking AHT, CSAT, quality scores, and adherence. Coached agents one-on-one, identifying training needs and helping them develop their skills. Handled escalation calls from difficult customer concerns, ensuring professional and efficient resolution. Prepared daily, weekly, and monthly performance reports for operations managers. Drove the team toward service level, quality standards, productivity goals, and client expectations.