Lea Macalood

Senior Analyst

Shopee PH / Shopee Xpress

01.2018 - Current

Hub Coordinator
Oversee daily operations: Manage the arrival, processing, and dispatching of parcels.
Team coordination: Work with drivers, warehouse staff, and back-office personnel to ensure smooth workflow.
Schedule adherence: Ensure all staff follow schedules, company policies, and safety standards.
Performance tracking: Monitor performance metrics and maintain inventory levels.
Issue resolution: Address operational challenges and resolve issues as they arise.
Reporting: Generate reports to ensure operational efficiency and performance tracking.
Inter-department communication: Facilitate communication between the hubs and other departments.
Employee management: Manage staff schedules and address personnel concerns.
Demand Planner- Retail
Efficient inventory management involves maintaining an optimal balance between stocking enough products to meet customer demand while avoiding overstocking.
Regularly assess the stock levels of various products and categories in the supermarket.
Implement a robust inventory tracking system that provides real-time visibility into stock levels, movement, and trends.
Utilize historical sales data and statistical forecasting techniques to predict future demand patterns for different products.
Seller and Rider Support
Coordinating with logistics partners for timely product delivery.
Assisting sellers with logistics-related issues.
Facilitating communication between riders, agents, and customers.
Supporting riders with delivery routes and performance improvement.
Ensuring rider compliance with policies.
Providing management reports on Rider performance
KYC Analyst
Conduct due diligence on customers, ensuring regulatory compliance.
Perform risk assessments and verify customer information.
Use databases to research customer backgrounds.
Maintain up-to-date KYC profiles for all customers, including risk ratings.
Provide reporting and support for Shopee Pay L3 concerns.
CS L3 Logistics Support
Aids with L2 agents regarding escalation tickets
Coordinating with 3PLs regarding claims, escalations (eg. damaged parcels, lost items) distributing tickets.
Tier 2 Email Support
Aids through email both buyers and sellers regarding their orders, shipment, etc. (e.g. returns, expedited delivery, tracking status update.)
Inbound Call Customer Support
Accepting calls both from buyers and sellers regarding their orders, shipment, etc (eg. returns, expedited delivery, tracking status update.)

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