Mary Angelie Joyce Lucas
Quality Analyst, Customer Service Representative, Data Insight Analyst
Cavite
Summary
Versatile and detail-oriented professional with 10+ years of experience in quality analysis, e-commerce support, and customer service. Proven ability to analyze complex data, drive operational improvements, and enhance customer satisfaction in fast-paced, online environments. Adept at using tools such as Shopify, Zendesk, Figma, Klaviyo, and CallMiner to optimize business performance and customer experience.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Fliff, Inc
02.2025 - Current
- Provided responsive and friendly support to players across email and in-app messaging, ensuring an engaging and positive gaming experience.
- Resolved account issues, gameplay questions, payment concerns, and troubleshooting requests with accuracy and efficiency.
- Collaborated with product and support teams to escalate bugs, player feedback, and feature requests.
E-commerce Virtual Assistant
VDM the Label
07.2023 - 08.2025
- Managed product listings, inventory, and pricing on Shopify.
- Handled customer inquiries related to orders, shipping, and returns.
- Conducted competitor and market research to improve user journey.
- Processed returns and exchanges, ensuring smooth fulfillment operations
Senior Insight Analyst
WHG Customer Services Philippines Inc.
05.2020 - 07.2025
- Built scorecards and categories using Boolean logic in CallMiner.
- Analyzed call and customer data to enhance service delivery.
- Created dashboards and reports to support leadership decisions.
- Conducted root cause analysis to identify key performance issues.
Quality Assurance Coach
WHG Customer Services Philippines Inc.
05.2019 - 05.2020
- Monitored incidents quality and provided performance feedback.
- Led training sessions and coached agents on customer experience.
- Supported process improvement initiatives and team development.
- Analyzed incidents and customer data to enhance service delivery.
Customer Service Representative
WHG Customer Services Philippines Inc.
09.2015 - 05.2019
- Assisted online betting customers via call, chat, and email.
- Ensured accurate bet settlement and compliance with market rules.
- Resolved customer issues efficiently, ensuring satisfaction and retention.
Education
Bachelor of Science - Hotel and Restaurant Management
Cavite State University
01.2014
Secondary Education - undefined
St. Matthew Academy of Cavite
01.2010
Skills
- Customer Service & Relationship Management
- Quality Assurance & Coaching
- Data Analysis & Visualization
- Root Cause Analysis & Problem Solving
- Report & Dashboard Creation
- E-commerce Management CRM Tools & Communication Platforms
- Email Marketing creation
- Remote Work Proficiency
Tools
- Gorgias
- Google Workspace
- MS Office
- Figma
- Klaviyo
- Citrix
- Callminer/Eureka
- Oracle
- Liveperson
- Outlook
- Slack
- Avaya
- Openbet
Timeline
Customer Service Representative
Fliff, Inc
02.2025 - Current
E-commerce Virtual Assistant
VDM the Label
07.2023 - 08.2025
Senior Insight Analyst
WHG Customer Services Philippines Inc.
05.2020 - 07.2025
Quality Assurance Coach
WHG Customer Services Philippines Inc.
05.2019 - 05.2020
Customer Service Representative
WHG Customer Services Philippines Inc.
09.2015 - 05.2019
Secondary Education - undefined
St. Matthew Academy of Cavite
Bachelor of Science - Hotel and Restaurant Management
Cavite State University