Gorgias
Melody Palero
Customer Service Manager
Calasiao, Province Of Pangasinan
Work Preference
Summary
Dynamic Customer Service Manager with a proven track record at Bedkingdom, excelling in complaint resolution, team leadership, and e-commerce operations. Skilled in CRM management, ticketing platforms, and process improvement, with experience creating workflows and guidelines that enhance service quality, order fulfillment, and dispute resolution. Recognized for developing training programs that boost team performance, foster collaboration, and drive operational efficiency. Proactive and confident, able to speak her mind, take initiative, and drive results while maintaining high standards of customer satisfaction.
Overview
15
15
years of professional experience
Work History
Customer Service Manager
Bedkingdom
02.2023 - 11.2025
- Led and managed a customer support team, overseeing daily operations, resolving escalated issues, and ensuring consistently high customer satisfaction.
- Supervised end-to-end e-commerce support functions, including order processing, fulfillment coordination, shipping concerns, and dispute/chargeback handling.
- Handled chargeback cases across multiple payment platforms, preparing evidence, managing representments, and working to reduce dispute-related losses.
- Managed online reputation channels, including Trustpilot and Google Reviews, by responding to feedback, resolving concerns, and strengthening brand credibility.
- Created and documented company guidelines, SOPs, and operational processes to ensure consistency, efficiency, and alignment across support and operations teams.
- Coached, trained, and mentored team members to improve performance, strengthen product and process knowledge, and elevate overall service quality.
- Developed and implemented customer service procedures and quality standards to deliver a consistent and efficient support experience.
- Monitored KPIs, customer feedback, and operational metrics to identify trends, address root causes, and drive continuous improvement initiatives.
- Optimized workflows and reporting by leveraging CRM systems and digital tools, enhancing team productivity and process transparency.
- Fostered a collaborative, positive, and accountable team culture while effectively managing schedules, workloads, and resource allocation.
Assistant Manager, Customer Service
Bedkingdom
09.2022 - 02.2023
- Led a customer support team, resolving complex issues and maintaining high satisfaction levels.
- Managed e-commerce operations, including order processing, fulfillment, shipping, and dispute resolution.
- Coached and mentored staff, improving performance, efficiency, and service quality.
- Developed and implemented procedures and quality standards to ensure consistent customer experience.
- Monitored feedback and metrics to identify trends and drive continuous improvements.
- Streamlined workflows using CRM and digital tools, enhancing productivity and reporting.
- Fostered a collaborative and motivated team environment while overseeing schedules and workloads.
Customer Service Supervisor
Bedkingdom
02.2022 - 09.2022
- Managed a customer service team, personally handling complex escalations and ensuring high customer satisfaction and loyalty.
- Trained, coached, and mentored team members, improving performance, productivity, and adherence to service standards.
- Developed training materials and standard operating procedures to ensure consistent knowledge and service quality across the team.
- Monitored and analyzed performance metrics, prepared reports, and facilitated team meetings to identify trends and drive continuous improvement.
- Streamlined workflow processes, implemented procedural enhancements, and promoted innovative solutions to optimize operations.
- Oversaw scheduling and staff coverage, ensuring efficient service during peak hours and minimizing customer wait times.
- Coordinated with other departments to provide seamless customer experiences and maintain strong relationships with clients.
Customer Service Representative
Bedkingdom
02.2021 - 02.2022
- Resolved customer inquiries and concerns related to online orders, cancellations, returns, exchanges, shipping updates, and product availability, helping build customer loyalty and encourage repeat business.
- Assisted customers in navigating the e-commerce website, placing orders, tracking shipments, managing account information, and processing cancellations, returns, or exchanges.
- Provided timely and accurate information on products, stock status, and company policies, contributing to higher overall customer satisfaction.
Customer Loyalty Specialist
Balsam Brands
10.2020 - 12.2020
- Seasonal account.
- Resolving customer’s post-sale inquiries and issues through email and chat.
- Processing order modification, returns and exchanges, and warranty claims.
Virtual Assistant
VACI
01.2020 - 10.2020
- Handling 50-100 emails daily.
- Using Pipedrive in managing customer records and sending daily follow ups
- Tracking clients stages in the process and updating the metric sheet
- Submitting support tickets
- Scheduling appointments between the coach and veterans.
Customer Loyalty Specialist
Balsam Brands
10.2019 - 01.2020
- Seasonal account.
- Resolving customer’s post-sale inquiries and issues through emails and chats.
- Processing order modification, returns and exchanges, and warranty claims.
Virtual Assistant
REIVA
05.2018 - 02.2019
- Providing customer service over the phone to clients and customers for a property management company in the US.
- Familiarity with the landlord tenant’s lease and management contract.
- Cold-calling and agent enrollment.
- Knowledgeable in using different CRMs.
- Training of Real Estate essentials for Investors.
Customer Service Representative
Teleperformance Philippines
02.2012 - 03.2018
- Taking inbound calls to answer questions about products, prices, availability, and contract terms.
- Order processing.
- Recommend products to customers based on customer’s needs and interests.
- Basic troubleshooting for mobiles and internet issues.
Customer Care Specialist
IBM Daksh
09.2010 - 08.2011
- Assisting prepaid mobile customers in UK.
- Processing mobile recharge and activation.
- Resolving customer’s concerns about usage, disputes, and complaints.
Education
Bachelor of Science - Computer Science
STI College
Novaliches, Quezon City 04.2001 -
Skills
Customer service
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Magento
Mintsoft
Salesforce
Pipedrive
Timeline
Customer Service Manager
Bedkingdom
02.2023 - 11.2025
Assistant Manager, Customer Service
Bedkingdom
09.2022 - 02.2023
Customer Service Supervisor
Bedkingdom
02.2022 - 09.2022
Customer Service Representative
Bedkingdom
02.2021 - 02.2022
Customer Loyalty Specialist
Balsam Brands
10.2020 - 12.2020
Virtual Assistant
VACI
01.2020 - 10.2020
Customer Loyalty Specialist
Balsam Brands
10.2019 - 01.2020
Virtual Assistant
REIVA
05.2018 - 02.2019
Customer Service Representative
Teleperformance Philippines
02.2012 - 03.2018
Customer Care Specialist
IBM Daksh
09.2010 - 08.2011
Bachelor of Science - Computer Science
STI College
04.2001 -