Shopify
Hi, I’m
Mary Angelie Joyce Lucas
E-commerce VA, Data Insight Analyst, Quality Coach, Customer Service Representative
Noveleta
Summary
I am an experienced customer service representative and data analyst 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
WHG Customer Services Philippines Inc
Senior Insight Analyst
02.2020 - Current
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.
VDM the Label
E-commerce VA
8 2023 - 01.2025
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
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
St. Matthew Academy of Cavite
Secondary Education
06.2007 - 2011.05
Skills
Analytical and Problem-Solving skills
Software
Zendesk
Gorgias
Google Workspace
MS Office
Citrix
Callminer/Eureka
Oracle
Liveperson
Outlook
Slack
Avaya
Openbet
ShipHero
Loop
Global-E
Apparel Magic
SmartFill
Timeline
Senior Insight Analyst
WHG Customer Services Philippines Inc
02.2020 - Current
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 - 01.2025
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