Summary
Overview
Work History
Education
Skills
Software
Work Availability
Timeline
Hi, I’m

Mary Angelie Joyce Lucas

E-commerce VA, Data Insight Analyst, Quality Coach, Customer Service Representative
Las Pinas, Metro Manila,00
Mary Angelie Joyce Lucas

Summary

I am an experienced data analyst and customer service representative with over 9 years of experience in the customer service industry. I have an extensive background in customer support, account management, quality assurance, e-commerce, and data analytics. Excellent reputation for resolving problems and improving customer satisfaction. I am experienced in interpreting and analyzing data to drive growth for online gambling and clothing companies.

Overview

9
years of professional experience

Work History

VDM the Label

E-commerce VA
8 2023 - Current

Job overview

  • Managing website and Shopify store
  • Assisting customers with their shop and order queries
  • Conducting market research to improve customer journey
  • Managing product listings, optimizing product lists, pricing, and inventory
  • Fulfilling orders and processing returns and exchanges.

WHG Customer Services Philippines Inc

Senior Insight Analyst
02.2020 - 08.2023

Job overview

  • Build categories and scorecards in the Call Miner/Eureka system using Boolean logic
  • Prepared a variety of different written communications, reports, dashboards and analysis to ensure smooth operations and improvement of customer experience
  • Successfully interpreted data to identify key metrics and draw conclusions.
  • Identified and resolved problems through root cause analysis and research.

WHG Customer Services Philippines Inc

Quality Assurance Coach
06.2019 - 02.2020

Job overview

  • Performed quality monitoring of Agents handled incidents and Customer feedback
  • Led projects and analyzed data to identify opportunities for improvement
  • Conducted briefings and meeting to agents to help them improve the customer experience
  • Applied coaching techniques and tools to support managers and team members in improving performance
  • Used critical thinking to break down problems, evaluate solutions and make decisions
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.

WHG Customer Services Philippines Inc

Customer Service Representative
10.2015 - 06.2019

Job overview

  • Assisting customers with their Sports online betting query via call, chat and email
  • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Ensure that the bets were correctly settled based on the results and the rules of the market
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Education

Cavite State University

Bachelor of Science in Hotel and Restaurant Management
06.2011 - 2015.05

University Overview

St. Matthew Academy of Cavite

Secondary Education
06.2007 - 2011.05

University Overview

Skills

Analytical and Problem-Solving skills

Software

Shopify

Zendesk

Gorgias

Google Workspace

MS Office

Citrix

Callminer/Eureka

Oracle

Liveperson

Outlook

Slack

Avaya

Openbet

Availability
See my work availability
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Timeline

Senior Insight Analyst
WHG Customer Services Philippines Inc
02.2020 - 08.2023
Quality Assurance Coach
WHG Customer Services Philippines Inc
06.2019 - 02.2020
Customer Service Representative
WHG Customer Services Philippines Inc
10.2015 - 06.2019
Cavite State University
Bachelor of Science in Hotel and Restaurant Management
06.2011 - 2015.05
St. Matthew Academy of Cavite
Secondary Education
06.2007 - 2011.05
E-commerce VA
VDM the Label
8 2023 - Current

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Mary Angelie Joyce LucasE-commerce VA, Data Insight Analyst, Quality Coach, Customer Service Representative