Marites G. Pacheco
Customer Service Manager
Caloocan City,NCR
Summary
Results-driven Customer Service Manager with 8 years of experience leading high-performing teams and optimizing customer service operations. Proven ability to enhance customer satisfaction, streamline processes, and improve efficiency through data-driven strategies. Adept at fostering customer loyalty and implementing innovative solutions to drive business success.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
Psychwire
06.2023 - Current
- Company Overview: Psychwire, Australia
- Lead and manage a team of customer service representatives, ensuring high levels of performance and customer satisfaction
- Develop and implement customer service policies and procedures to improve efficiency and service quality
- Monitor and analyze customer service metrics, identifying areas for improvement and implementing data-driven solutions
- Train and mentor team members, providing guidance and support to enhance their skills and career growth
- Handle escalated customer issues and complaints, ensuring timely and effective resolution
- Collaborate with other departments to ensure a seamless customer experience and address any service-related issues
- Psychwire, Australia
Customer Service Team Leader
Psychwire
09.2020 - 06.2023
- Company Overview: Psychwire, Australia
- Supervised a team of customer service representatives, providing coaching and support to improve performance
- Assisted in the development and implementation of training programs for new hires and ongoing staff development
- Analyzed customer feedback and service metrics to identify trends and areas for improvement
- Worked closely with the Customer Service Manager to develop and refine customer service strategies
- Addressed and resolved complex customer issues, ensuring high levels of customer satisfaction
- Psychwire, Australia
Customer Service Representative
Psychwire
03.2019 - 09.2020
- Company Overview: Psychwire, Australia
- Provided exceptional customer service to clients, resolving inquiries and issues in a timely manner
- Utilized CRM systems to track customer interactions and maintain accurate records
- Collaborated with team members to meet and exceed performance targets and service standards
- Received specific awards or recognitions for outstanding customer service
- Psychwire, Australia
Admin Assistant
EMAPTA - View Legal
06.2018 - 02.2019
- Managed email filing and responses
- Ensured personal inbox was zeroed by 5pm Australian time daily
- Responded to client enquiries within the hour
- Attended regular Calendly and Zoom training monthly
- Sent and verified date claimers against source emails
- Conducted peer reviews for accuracy in internal and external correspondence
- Sent emails on behalf of other team members
- Opened new matters within an hour of receipt
- Updated workflow in ActionStep and escalated issues promptly
- Escalated unresolvable matters to team leader within an hour
- Updated NetDocuments system with accurate version control
- Confirmed and followed up on tracked changes within a week
- Conducted directed research and escalated unresolved matters promptly
- Filed client documents within an hour of receipt
- Ensured accurate placement and email confirmation of document storage
- Escalated unclear filing issues
- Completed title, ASIC, and company searches within an hour
- Actioned minor legal document amendments within the hour
- Updated Excel spreadsheets and performed batch data entry as directed
Virtual Assistant
Remote Workmate
11.2017 - 05.2018
- Updated files using Google Drive, Docs, and Sheets
- Communicated via Slack
- Managed daily tasks in ASANA
- Processed orders through the website
- Assisted customers with orders and enquiries promptly
- Handled customer service via phone, live chat, and email
- Updated Order Tracker daily
- Performed lead generation tasks
Virtual Assistant
Virtual Staff 365
05.2017 - 11.2017
- Processed orders using Shopify
- Assisted customers with shipments and tracked items in Sydney warehouse
- Communicated with Australia Post regarding shipments
- Handled customer service via phone, live chat, and email
- Liaised with warehouse staff via email
- Tracked product faults and undelivered orders in Google Sheets
- Ensured quick resolution of customer orders and enquiries
Freight Forwarding / 3rd Party Logistics
Tonasket Incorporated
07.2015 - 01.2017
- Partnered with CORE and NON-CORE carriers for international and domestic shipments
- Assisted customers with shipment bookings, quotations, and tracking
- Organized safe, efficient, and cost-effective transportation of goods
- Used computer systems to arrange transport via shipping lines, airlines, and freight operators (e.g., DHL, TNT, TOLL)
- Prepared documentation for customs, insurance, packing, and compliance
- Arranged insurance and assisted with claims
- Managed payment of freight charges and collected payments on behalf of clients
- Utilized internet technology and satellite systems for real-time tracking
- Handled invoicing and applied credits/adjustments
- Coordinated directly with clients/franchise owners for escalations, process improvements, and account developments
Customer Service Representative
Teleperformance Philippines
11.2012 - 07.2015
- Assisted customers with logging fault reports for landline issues and provided basic troubleshooting
- Dispatched field technicians when necessary
- Supported customers with basic troubleshooting steps for telephone line faults and arranged for field technicians if needed
- Provided support to other local service providers in Australia, assisting them with logging fault reports for their customers and scheduling field technicians to rectify line issues
- Assisted Telstra Wholesale customers by handling escalation requests
- Worked with operations to assess valid fast-track requests to on-shore teams when customers were dissatisfied with the provided resolution
- Provided knowledge and expertise to newly hired agents
- Assisted consultants with process and account-specific requirements
- Supported escalations and issues raised by customers
- Coached agents to improve their KPIs and meet client targets
Education
PRIMARY AND SECONDARY -
ST JOSEPH SCHOOL
ManilaBACHELOR OF BUSINESS ADMINISTRATION - MAJOR IN MANAGEMENT
COLEGIO DE SAN JUAN DE LETRAN
01.2010
Skills
- Customer Service Management
- Team Leadership & Development
- Conflict Resolution
- CRM Systems (eg, Hubspot, ClickUp)
- Performance Metrics & KPIs
- Training & Development
- Process Improvement
- Strategic Planning
- Excellent Communication Skills
Disclaimer
I hereby declare that the details furnished above are true and correct to the best of my knowledge and belief and I undertake to inform you of any changes therein, immediately.
Personal Information
- Age: 38
- Date of Birth: 09/11/86
Timeline
Customer Service Manager
Psychwire
06.2023 - Current
Customer Service Team Leader
Psychwire
09.2020 - 06.2023
Customer Service Representative
Psychwire
03.2019 - 09.2020
Admin Assistant
EMAPTA - View Legal
06.2018 - 02.2019
Virtual Assistant
Remote Workmate
11.2017 - 05.2018
Virtual Assistant
Virtual Staff 365
05.2017 - 11.2017
Freight Forwarding / 3rd Party Logistics
Tonasket Incorporated
07.2015 - 01.2017
Customer Service Representative
Teleperformance Philippines
11.2012 - 07.2015
PRIMARY AND SECONDARY -
ST JOSEPH SCHOOL
BACHELOR OF BUSINESS ADMINISTRATION - MAJOR IN MANAGEMENT
COLEGIO DE SAN JUAN DE LETRAN
Similar Profiles
Bernmar BalbidoBernmar Balbido
Business Development Manager at Fast Mortgage ClosingsBusiness Development Manager at Fast Mortgage Closings
Jackie Lou LorenaJackie Lou Lorena
Account Manager at InspiringPG Inc.Account Manager at InspiringPG Inc.
Jericho VillegasJericho Villegas
Food Server/Bartender at Texas Roadhouse Lemall/Texas Roadhouse Sidra RiyadhFood Server/Bartender at Texas Roadhouse Lemall/Texas Roadhouse Sidra Riyadh
JOHN AKOGU OMALEJOHN AKOGU OMALE
CUSTOMER SERVICE MANAGER at ECOBANK NIGERIA LIMITEDCUSTOMER SERVICE MANAGER at ECOBANK NIGERIA LIMITED
FLORENCE MACCARTHYFLORENCE MACCARTHY
Customer service manager at First Insurance Company LimitedCustomer service manager at First Insurance Company Limited