Jamille Lawrence Papellero
Senior Support Advisor
Cebu City
Summary
Experienced support professional with a proven track record in providing advanced technical support and leadership in the e-commerce industry, particularly on the Shopify platform. Skilled in troubleshooting complex issues, mentoring and developing support teams, and collaborating cross-functionally to drive process improvements and enhance the overall merchant experience. A subject matter expert in e-commerce tools, integrations, and industry trends, with a strong analytical mindset to leverage data insights for continuous improvement. Excellent communicator with a customer-centric approach, dedicated to delivering exceptional service and value to merchants on the Shopify platform. A results-driven individual with a Bachelor's degree in Business, equipped to drive success as a Lead Senior Support Advisor.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Lead Senior Support Advisor
24-7 Intouch
12.2022 - Current
- Provide expert-level support to merchants using the Shopify platform, handling complex technical issues, and ensuring timely resolutions.
- Lead and mentor a team of support advisors, providing guidance, training, and feedback to enhance their skills and performance.
- Collaborate with cross-functional teams to identify and address systemic issues impacting merchant support and platform usability.
- Act as a subject matter expert on the Shopify platform, staying informed about new features, updates, and industry trends.
Merchant Support Advisor
24-7 Intouch
10.2020 - 12.2022
- Serve as the primary point of contact for merchants using the Shopify platform, addressing their inquiries and technical issues promptly and effectively.
- Assist merchants with setting up and customizing their online stores, including product listings, payment processing, and shipping options.
- Troubleshoot and resolve technical issues related to the Shopify platform, third-party integrations, and other e-commerce tools.
- Provide guidance and best practices to merchants on optimizing their online stores for better performance and user experience.
- Stay informed about new features, updates, and trends in e-commerce to better assist merchants and provide proactive support..
Customer Sales Representative
Wipro Technologies
08.2017 - 01.2020
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Assist customers with booking flights, managing reservations, and resolving any issues or concerns.
- Promote and sell airline services, including upgrades, additional services, and special promotions.
- Collaborate with other departments to address customer needs and improve overall service delivery.
- Meet and exceed sales targets and performance metrics on a regular basis.
Education
Bachelor Of Science - Nursing
University of The Visayas
Colon St. Cebu City, Cebu 06.2007 - 03.2009
Associate Of Applied Science - Midwifery
University of The Visayas
Colon St. Cebu City, Cebu 06.2005 - 03.2007
Bachelor Of Science Civil Engineering -
University of the Visayas, University of the Visayas - Colon, Cebu City - 03/2004
06.2004 - 03.2005
Skills
- Advanced Technical Support: Skilled in expert technical support for Shopify merchants, adept at troubleshooting complex issues promptly
- Leadership and Mentorship: Demonstrated leadership in guiding and mentoring support advisors to improve their skills and performance through feedback and training
- Process Improvement: Proven ability to develop and implement best practices, guidelines, and training materials to improve the quality and efficiency of support services
- Problem-Solving: Excellent problem-solving skills to handle complex issues effectively, escalate critical merchant issues, and work with internal stakeholders to drive solutions and improvements
- Communication Skills: Exceptional communication and interpersonal skills with a customer-focused mindset to ensure merchants receive exceptional service and value from the Shopify platform
Personal Information
- Age: 36 years old
- Citizenship: Filipino
- Date of Birth: 07/16/87
- Gender: male
- Marital Status: Married
- Religion: Roman Catholic
Place Of Birth
Cebu City, Cebu
Father
Gregorio C. Papellero, Driver/Food Handler
Mother
Lorena N. Papellero, Accountant/Food Handler
Height
5'5
Weight
196 lbs
References
- Christina Paula Tan, Operations Manager at Mountain Movers Company 09688900770, Cebu City
- Daniel Francis Arguedo, Trial Lawyer, Jose Avila St. Capitol Site
- Angelica Gunhuran Pacis Senior Team Lead at 24-7 Intouch. Alberta, Canada
Timeline
Lead Senior Support Advisor
24-7 Intouch
12.2022 - Current
Merchant Support Advisor
24-7 Intouch
10.2020 - 12.2022
Customer Sales Representative
Wipro Technologies
08.2017 - 01.2020
Bachelor Of Science - Nursing
University of The Visayas
06.2007 - 03.2009
Associate Of Applied Science - Midwifery
University of The Visayas
06.2005 - 03.2007
Bachelor Of Science Civil Engineering -
University of the Visayas, University of the Visayas - Colon, Cebu City - 03/2004
06.2004 - 03.2005
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