Margie Matias
Bayanihan Flats Orchard Drive, Cebu City
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable Support specialist and Leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Operations Supervisor
24-7Intouch
08.2022 - 11.2023
- Oversee and supervise team of 17 Shopify Specialists
- Tasked to launch new Shopify project - POS Quickbooks Migration from July - November 2023
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Consistent Top Team Lead starting first quarter of 2023
- Weekly Quality audits & coaching - Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
- Evaluate and analyze agent data relating to product knowledge, creating and executing action plans in collaboration with internal and external CX teams to improve agents
- Data sources include, but are not limited to: QA dashboards, NPS surveys, CRM ticket data, ticket deep diving, and roundtable discussions
- Ensure agents are continuously kept abreast of operational changes or training courses
- Ensure uniform understanding and adherence to policies, procedures and company programs
- Completed bi-weekly payroll for 17 employees.
Subject Matter Expert
24-7Intouch
01.2021 - 08.2022
- Lends guidance as Shopify Expert to multiple teams in Operations who handles Shopify platform queries/concerns
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Evaluate knowledge resources such as training content, macros, internal knowledge base, and more for accuracy and relevancy - ensuring they are at its best for agents
- Monitor operations performance and initiate actions to correct and improve site/overall performance
- Do skill transfer to agents
- Collaborate with CX Training, QA, and Operation Leads to ensure quality product knowledge resources
- Awarded as TOP Mentor in 2022
Shopify Specialist
24-7 Intouch
01.2020 - 12.2020
- Help Shopify merchants become successful with their business and make more sales. Also assist Shopify clients with any concerns related to their Shopify websites, Shopify POS queries, Quickbooks Migration concerns via phone, chats and Email channels.
- Shopify Store Management: Take charge of launching new products in Shopify platform, ensuring accurate and compelling product descriptions, images, and pricing,shipping etc.
- Inventory Management: Assist in managing product inventory, including stock levels, tracking, and replenishment
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Followed all company policies and procedures to deliver quality work.
- Interpreted clients' needs and introduced services to fit specific requirements.
Customer Service Representative
Concentrix
01.2018 - 07.2019
- Provide product support and resolution to clients with Paypal accounts by performing question diagnosis while guiding users through step-by-step solutions
- Handled customer inquiries and suggestions courteously and professionally through phones, chats and email channels.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
Teleperformance
08.2018 - 01.2019
- Provide product support and resolution to clients with Amazon seller accounts by performing question diagnosis while guiding users through step-by-step solutions
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintain logs and records of all customer queries as per standard procedures and guidelines
- Accurately process and record all incoming call/chats and emails using designated tracking software.
Education
Bachelor of Science - Civil Engineering
University of Visayas
Cebu City, Province Of Cebu, Philippines04.2014
Bachelor of Science - Education
St. Paul College Foundation Inc.
Cebu City, Province Of Cebu, Philippines04.2013
Skills
- Customer Relations
- Operations Management
- Supervision and leadership
- Payroll Administration
- Project Management
- Time Management
- Scheduling Coordination
- Task Prioritization
- Attention to Detail
- Resource Allocation
- Strategic Planning
- Decision Making
- Data Analysis
- Multitasking
- Adaptability
- Goal Setting
- Process Improvement
- Organizational Skills
- Problem Solving
- Critical Thinking
- Data Entry
- CRM Software
- Documentation and Recordkeeping
- Root Cause Analysis
- Schedule Management
- Appointment Scheduling
- Report Preparation
- Analytical Thinking
- Calm Under Pressure
References
- Keith Nelson Capili, Operations Manager, 24-7 Intouch Phil., +63-939-914-0474, kncapili@gmail.com
- Christina Paula Tan, Senior Team Lead, 24-7 Intouch Phil., +63-917-777-9522, cwizzytan@gmai.com
- Diane Payasolan, Team Lead, 24-7 Intouch Phil., +63-977-061-4270, diane.payasolan@intouchcx.com
Certification
- Certified Real Estate Sales Associate at Filipino Homes
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
Success usually comes to those who are too busy to be looking for it.
Henry David Thoreau
Timeline
Operations Supervisor
24-7Intouch
08.2022 - 11.2023
Subject Matter Expert
24-7Intouch
01.2021 - 08.2022
Shopify Specialist
24-7 Intouch
01.2020 - 12.2020
Customer Service Representative
Teleperformance
08.2018 - 01.2019
Customer Service Representative
Concentrix
01.2018 - 07.2019
Bachelor of Science - Civil Engineering
University of Visayas
Bachelor of Science - Education
St. Paul College Foundation Inc.
Similar Profiles
Mariam LaminaMariam Lamina
Director of Operations at 24-7intouchDirector of Operations at 24-7intouch
HARI KUMAR G U N U PU R UHARI KUMAR G U N U PU R U
International Customer Service Executive at InTouchCX:(24-7InTouch)International Customer Service Executive at InTouchCX:(24-7InTouch)
Meg EnageMeg Enage
Customer Service Representative at 24-7IntouchCustomer Service Representative at 24-7Intouch