MA. ARMIE B. RAMOS

Customer Service & Support:

• Managed daily email and chat inquiries, escalations, back-office tasks, and chargeback requests for both domestic and international brands.
• Monitored customer concerns, identified trends, and provided reports to drive improvements in customer experience.
• Assisted in the management of brand-specific projects and operational implementations.
• Provided feedback and recommendations during weekly customer service meetings and strategy sessions.

Recruitment & Training:

• Developed brand-specific training materials for seasonal customer service employees.
• Conducted training sessions as needed, ensuring team members were well-equipped to meet service standards.
• Participated in the recruitment process by interviewing candidates, evaluating assessments, and selecting qualified seasonal employees.
• Contributed to training and recruitment planning, offering insights to enhance year-over-year performance.

Team Management & Performance Monitoring:

• Supervised a team of seasonal agents, tracking their performance against key KPIs.
• Provided coaching, real-time support, and guidance to ensure efficiency and quality in customer interactions.
• Identified team challenges and performance trends, reporting insights during leadership meetings.
• Collaborated with co-leaders to address operational challenges and implement best practices.

Reporting & Feedback:

• Analyzed customer service trends and operational concerns, reporting findings to leadership for process improvements.
• Contributed to year-end performance reports, offering data-driven insights and recommendations.
• Identified key areas for improvement to enhance customer satisfaction and operational efficiency.

Data Entry Specialist

• Compiled data and reviewed information for accuracy prior to input.
• Corrected data entry errors to prevent duplication or data degradation.
• Completed data entry tasks with accuracy and efficiency.

Lead Generation Specialist

• Researched and identified potential leads across various niches, including travel, fashion, and healthcare.
• Built and maintained targeted contact lists using social media platforms such as LinkedIn, Instagram, and Facebook.
• Collected and organized contact information to support marketing and sales efforts.

• Improved customer satisfaction by addressing and resolving issues swiftly and efficiently within warranty and refund policies.
• Provided Back Office support for Frontline Customer Service Team
• Seasonal role

• Tracked fraud cases and monitored trends to develop strategies for prevention.
• Minimized fraudulent claims by thoroughly reviewing transaction data and substantiating evidence provided by merchants or customers.
• Handled chargeback claims / disputes

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business for a social media gaming platform.
• Handled escalations as Tier 2
• Provided team support as Subject Matter Expert

• Evaluated customer data to identify and prevent fraudulent activities.
• Tracked buyer defrauded cases and monitored trends

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts for a financial/stocks clients.