KRISTINA MARIE CABUNGCAL
Boljoon
Summary
Dynamic and results-driven professional with a proven track record of delivering innovative solutions and driving operational excellence. Adept at fostering collaborative relationships across diverse teams to achieve organizational goals. Committed to continuous learning and professional growth, ensuring alignment with industry trends and best practices.
Overview
5
5
years of professional experience
Work History
Customer Experience
ResolvedCX
Los Angeles (Remote)
10.2025 - 01.2026
- Addressed customer inquiries through email, direct messages, and support tools.
- Addressed and corrected address issues on Shopify to ensure precise order fulfillment.
- Conducted outreach to customers to obtain missing information regarding order specifics such as name, size, and location.
- Coordinated re-shipment processes and resolved logistics issues to ensure timely delivery fulfillment.
- Updated tracking information to facilitate timely deliveries. Provided shipment confirmations to customers. Assisted in resolving delivery exceptions to enhance customer satisfaction.
- Managed daily ticket resolution processes to enhance customer satisfaction and provided weekly insights to management.
- Assisted in managing inventory and order fulfillment processes for e-commerce operations. Supported customer service initiatives to enhance client satisfaction. Collaborated with team members to maintain product displays and merchandising standards.
- Enhanced customer experience by providing friendly and efficient ticket-taking services.
- Enhanced customer experience by providing swift and accurate order fulfillment.
- Streamlined checkout processes for faster transactions and enhanced customer experience.
- Managed over 50 customer emails per day
Customer Experience
ResolvedCX
Los Angeles (Remote)
11.2023 - 02.2024
- Facilitated end-to-end customer support through email and chat channels, leveraging Kustomer CRM and Shopify to manage a high volume of inquiries regarding orders, returns, shipping, and product queries.
- Implemented best practices in ticketing systems, specifically Gorgias, Zendesk, and Kustomer, to improve response times and customer satisfaction.
- Implemented best practices in WMS platforms, specifically Stord and ShipBob, to improve supply chain performance and accuracy.
- Achieved efficient order management by leveraging OMS platforms including Shopify, OrderDesk, and Fulfillify. Improved customer satisfaction by optimizing returns and exchanges with Redo and Returnly.
- Managed customer communication channels to deliver timely responses while maintaining service-level standards and brand integrity.
- Managed escalated customer cases to maintain satisfaction and strengthen retention in a competitive DTC market.
- Managed customer feedback channels to enhance public sentiment and maintain brand integrity.
- Collaborated with marketing operations and product teams to communicate customer insights and drive initiatives enhancing online shopping experience.
- Navigated fast-paced DTC e-commerce landscape to maintain high standards of quality and efficiency.
- Oversaw resolution of over 30 support tickets daily.
Customer Experience
ResolvedCX
New York
12.2020 - 11.2023
- Managed customer support interactions via email and chat to enhance service quality and resolve issues efficiently.
- Data Entry such as customer's packages being lost in transit, refunded, cancelled and replaced.
- Flag recurring bugs, complaints, or product issues to internal teams.
- Proficient in customer service platforms (Gorgias, Kustomer and Zendesk).
- Proficient in handling Shopify, Order Desk, Fulfillify, and Returnly.
- Engage with customers across multiple channels (email, chat, social media), delivering attentive, personalized support.
- Dealing with inquiries related to orders, subscriptions, tracking, returns, refunds, and product use.
- Maintain clear, accurate documentation of customer interactions using Gorgias and internal tracking tools.
- Address issues directly on Shopify and ensure order accuracy.
- Use macros (and good judgment) to respond fast but with a human tone.
- Maintain daily ticket handling and share weekly CX insights with management.
- Industry: E-commerce / Multidimensional Beauty Brand. Client: Aboutface and af94.
Education
Bachelor of Science - Psychology
UNIVERSITY OF SAN JOSE RECOLETOS
Cebu City01-2025
Skills
- Communication skills
- Problem-solving skills
- Time Management Skills
- Efficiency with Microsoft Office
- Professional Email Etiquette
- Order Fulfillment Management
- Data Entry
- E-commerce
- Computer Literate
- Word Processing with a Typing Speed of 60wpm
Timeline
Customer Experience
ResolvedCX
10.2025 - 01.2026
Customer Experience
ResolvedCX
11.2023 - 02.2024
Customer Experience
ResolvedCX
12.2020 - 11.2023
Bachelor of Science - Psychology
UNIVERSITY OF SAN JOSE RECOLETOS