Karen Nicolas
QA & Compliance Senior Associate
Taguig City
Summary
Experienced QA & Compliance with over 7 years of experience in Ecommerce. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Exemplified resiliency and top-notch operational excellence in a fast-paced industry, resultantly increasing business impact
Overview
8
8
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
Senior Associate QA and Compliance
Lazada Philippines
Taguig
04.2018 - Current
- Develops and implements quality control audit plans per process (SOP) with potential fraud, abuse or agent manipulation to protect the buyers, sellers, and the company.
- Detects, investigates, and manages buyer and seller anomalous and fraudulent activities.
- Oversees overall Quality Assurance operations across all BPO partners.
- Identifies areas requiring agent training to address process or knowledge gaps.
- Ensures agent compliance with Customer Care SOP for vouchers and/or refund issuance
- Conducts audit and ensures compliance on the processes and empowerment given to Operations Team to avoid leakages, irregularities, internal fraud or abuse.
- Collaborates with Business Risk, Data Analytics, and other Teams to design or develop automated proactive detection and monitoring of suspicious transactions.
- Great passion to control the fraudulent activities, manipulation, abuse and to improve current processes.
Senior Customer Care Specialist (SWAT)
Lazada Philippines
Taguig City
03.2017 - 04.2018
- Handled customer escalations (e.g. C-level, fraud, scam, DTI concerns, social media trending issues, regulatory complaints, and any other critical issues) in a quick, efficient and creative problem-solving manner.
- Expert in Customer Care methodologies and processes (SOP) for escalated cases on top of the regular common case handling for both Buyer and Sellers.
- Initiated and performed root cause analysis in cases of failure in experience, implement Agile projects to mitigate reoccurrence.
- Analyzed data and experiences both quantitatively and qualitatively to drive new outcomes and identify areas for improvement in the customer experience, both in our product and processes.
- Maintained collaborative relationship internally within Customer Care and externally with all departments including Logistics teams, Business Risk, Refunds, Returns, Finance, Legal as well as external BPO management.
Email Support Representative
Knoll Ridges Consultancy
Makati City
09.2015 - 03.2017
- Handled high volumes of incoming inquiries from customers via email and do outbound call if necessary.
- Delivered exemplary customer experience by providing the next course of action in resolving the customer's reason of contact.
- Demonstrated exceptional customer service skills in every interaction and ensure timely, one-contact resolution with customers.
- Effectively de-escalated customer issues using empathy and conflict resolution skills.
- Utilized effective time management and prioritization skills in order to handle a high volume of emails in a fast-paced environment.
- Demonstrated motivation by identifying personal strengths and opportunities in partnership to develop career enhancing skills.
- Identified and reported any critical or reoccurring customer service issues to Team Leader.
- Maintained a balance between company SOPs and customer benefit in decision making to ensure better customer experience.
- Performed other duties or responsibilities as assigned.
Customer Service Specialist
METROBANK CARD CORPORATION
Makati City
12.2014 - 09.2015
- Offered timely and accurate resolution of card sales, service inquiries, requests, concerns made via call.
- Investigated and resolved customer inquiries and complaints quickly.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Addressed customer complaints (such as fraud concerns, incurred charges, card deliveries, etc.) and mitigated dissatisfaction by employing timely and on-point solutions.
Customer Service Specialist
SPi GLOBAL CRM
Pasig
05.2014 - 12.2014
- Assisted customers with forward-thinking strategies focused on addressing their banking needs and ensure they receive outstanding banking experience.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Provided information and step by step instructions for using online banking services or mobile devices.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Bachelor of Science - Computer Science
Taguig City University
Taguig City, Philippines 06.2010 - 04.2014
Skills
Strong analytical skills
Accomplishments
FIRST Lazada Employee Awards 2022: The Customer First Awardee for leading the Protect 360 Program
The Protect360 program was launched to enhance platform safety by detecting fake sellers, fake orders, suspicious voucher mechanics, and voucher abuse among other things.
The program does this through a host of activities to monitor, investigate, audit, and take proactive action to eliminate issues even before they translate to bad customer experience. Since program inception, we have blocked the delivery of over 100,000 fake orders, deactivated over 1,500 fraudulent sellers, and prevented billions of pesos worth of risky seller vouchers from being issued. This does not only protect our buyers and sellers, but also our frontliners and our company as well.
Certification
StoryIQ - Data Story for Business
Timeline
CADS - Big Data Analytics for Non-Technical Professionals
09-2022
CADS - Excel Analytics
09-2022
CADS - Data Visualisation
09-2022
StoryIQ - Data Story for Business
02-2020
Senior Associate QA and Compliance
Lazada Philippines
04.2018 - Current
Senior Customer Care Specialist (SWAT)
Lazada Philippines
03.2017 - 04.2018
Email Support Representative
Knoll Ridges Consultancy
09.2015 - 03.2017
Customer Service Specialist
METROBANK CARD CORPORATION
12.2014 - 09.2015
Customer Service Specialist
SPi GLOBAL CRM
05.2014 - 12.2014
Bachelor of Science - Computer Science
Taguig City University
06.2010 - 04.2014
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