Ma. Angelica Felix
Ecommerce Customer Support
Marikina City
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Experienced Customer Support with over 5 years of experience in Retail and Travel industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
7
7
years of professional experience
11
11
years of post-secondary education
Work History
Ecommerce Customer Support
GoTeam
Cebu City
05.2022 - 01.2023
- Maintained excellent attendance record, consistently arriving to work on time.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Led projects and analyzed data to identify opportunities for improvement.
- Identified issues, analyzed information and provided solutions to problems.
- Responsible for order management of all e-Commerce channels. Including (but not limited to) the Company website, Amazon Vendor Central, Amazon Seller Central, Shopify stores, GSA Advantage, B&H Photo, Home Depot, and other retail partners
- Follow up orders with invalid addresses before shipment.
- Process Return Merchandise Authorizations for all e-Commerce channels
- Work with Supply Chain Team to ensure sufficient inventory levels are maintained for c-Commerce products
- Coordinate site content updates including product pages, new and existing landing pages, product changes/updates/launches and the like on Company website and on E-commerce channels
- Update product pricing in line with vendor pricing updates
- Assist with updating product modifications including product additions, deletions, and pricing updates for all channels that require so (e.g., GSA)
- Responding to customer messages from eBay, Amazon, and our eCommerce channels in a timely manner.
- Liaise with delivery companies, investigate the delivery and return issues, handle courier claims.
- Ensuring Amazon A-Z cases, eBay resolution center disputes and PayPal cases are responded to promptly and precisely.
- Processing customer returns, ensuring all customers who return their items receive replacements or refunds in a timely manner.
- Communicating with customers to ensure we receive positive feedback on our e-commerce channels and ensure our high feedback score is maintained.
- General office support to ensure customer orders are received and processed
Client Support
Concentrix, P. Tuazon Blvd
Quezon City
03.2019 - 04.2022
- Provide real-time support via live chat, email and telephone
- Cold calling
- Answer questions from suppliers related to their account, products, and bookings
- Educate tour operators to utilize self-service tools to manage their bookings and update inventory and product details
- Part of the Escalation team that handles payment concerns
- Comfort and familiarity with Google Docs, CRM (preferably Salesforce) and online systems
- Provide guidance to suppliers for optimization of products for online distribution
- Use web-based content management systems to review and optimize tour and activity products on TripAdvisor Attractions
- Assist newly trained team members to make sure resolution provided are aligned with client's process.
Customer Service Specialist
TaskUs Anonas, 962 Aurora
09.2017 - 12.2018
- Project 4, Quezon City, 1109 Metro Manila
- Chat, email and telephone support
- Outbound calls, cold calling
- Order Placement and tracking
- Sales
- Assisting customers with queries
- Providing recommendations based on different product needs
- Responds for the most commonly asked questions and to specific guidelines for dealing with requests or complaints
- Record details of customer contacts and actions taken
Customer Service Representative
Concentrix, Tuazon
Corner, Quezon City
08.2016 - 02.2017
- Manila
- Creating and maintaining positive relationships by being patient and polite
- Referred unresolved customer grievances to designated departments for further investigation
- Analyze situations, investigate problems, and determine solutions
- Order Placement and tracking
- Driving sales
- Team Member for Pizza Chain Restaurant.
Dispatcher
YellowCab, Bluewave Marquinton Marikina
09.2015 - 06.2016
- Welcoming customers, answering their questions, helping them locate items, and providing food recommendations
- Cash handling, counting money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change
- Order taker
- Food
Sandwich maker, Cashier
Philippines Shopwise
Quezon City
03.2014 - 05.2015
- Responsible for receiving and processing sales transactions
- Helped drive sales goals and achieve monthly quotas
- Covers all tasks needed to provide people with good customer service including taking orders, preparing food, presenting it to the customer and collecting payment.
Education
Bachelor of Science - Marketing Management
Pamantasan Ng Lungsod Ng Marikina
Marikina City 06.2012 - 03.2016
High School Graduate -
Nuestra Senora De Aranzazu Parochial School
San Mateo Rizal 06.2011 - 03.2014
Saint Joseph Montessori Integrated School
06.2006 - 03.2011
Skills
CRM
Sales expertise
Account management
Warehousing functions
Retail store support
Recordkeeping strengths
Administrative support
Shipping procedures understanding
Multi-line phone talent
Creative problem solving
Order fulfillment
Shipping Documentation
Inventory management procedures
Data Entry
Excellent people skills
Shipment processing
Timeline
Ecommerce Customer Support
GoTeam
05.2022 - 01.2023
Client Support
Concentrix, P. Tuazon Blvd
03.2019 - 04.2022
Customer Service Specialist
TaskUs Anonas, 962 Aurora
09.2017 - 12.2018
Customer Service Representative
Concentrix, Tuazon
08.2016 - 02.2017
Dispatcher
YellowCab, Bluewave Marquinton Marikina
09.2015 - 06.2016
Sandwich maker, Cashier
Philippines Shopwise
03.2014 - 05.2015
Bachelor of Science - Marketing Management
Pamantasan Ng Lungsod Ng Marikina
06.2012 - 03.2016
High School Graduate -
Nuestra Senora De Aranzazu Parochial School
06.2011 - 03.2014
Saint Joseph Montessori Integrated School
06.2006 - 03.2011