Customer Service Lead | Ecommerce
Metro Manila, Pasig, Philippines
Customer Service and Operations Professional with nearly 10 years of experience in team leadership, e-commerce operations, and customer experience management. Skilled in Zendesk, process improvement, SOP development, team coaching, and escalation management. Experienced in managing multi-channel support across Shopee, Lazada, TikTok Shop, and Shopify, with a strong focus on customer satisfaction, operational efficiency, and team performance.
Barista Coffee Company, full_time
Aug 2024 to Oct 2026
* Manage customer inquiries through email and chat across Shopee, Lazada, TikTok Shop, Shopify, and other sales channels. * Handle order concerns, cancellations, refunds, replacements, and delivery follow-ups. * Coordinate machine repairs, warranty registrations, and product-related concerns. * Manage bookings and coordinate with fulfillment and other departments. * Develop SOPs, FAQs, workflows, and Zendesk automations to improve customer service operations. * Monitor customer satisfaction and identify opportunities for process improvement. * Lead and support a team of 4–5 customer service and operations staff. * Coordinate with internal teams to resolve operational issues and improve the customer experience. * Provide customer feedback and product improvement recommendations to management.
SHEIN US, full_time
Sep 2021 to Jul 2024
* Handled Tier 1 and Tier 2 customer escalations, including refunds, replacements, account security, and fraud-related concerns. * Served as a Subject Matter Expert and acting Team Lead, supporting and guiding a team of approximately 19 agents. * Assisted with onboarding and training new hires until regularization. * Provided coaching and guidance to improve agent performance and customer satisfaction. * Managed complex customer concerns through email and other support channels. * Supported process improvements, new tool implementations, and workflow updates. * Collaborated with management and internal teams to resolve operational challenges. * Helped maintain service quality and team performance during peak seasons, including Black Friday.
Photolock PH, full_time
Feb 2016 to Jun 2020
* Managed key accounts, sales activities, and customer relationships. * Handled inbound and outbound orders, order processing, and data encoding. * Reached out to potential dealers to expand business opportunities. * Oversaw day-to-day operations to ensure smooth business processes. * Managed Shopee and Lazada accounts, including product listings, descriptions, promotions, and order monitoring. * Coordinated with customers and internal teams to ensure timely order fulfillment and customer satisfaction.