Pamela Ann Onanad

Customer Service Department Oversight

• Design and implement standardized workflows for all customer contacts (inquiries, complaints, escalations) across channels (chat, email, phone) to ensure speed and consistency.
• Performance Management: Set and monitor Customer Service KPIs such as Response Time, Resolution Rate, and CSAT (Customer Satisfaction). Use data to staff the department effectively.
• Act as the conduit between Customer Service and Fulfillment/Logistics, providing real-time order status updates to the service team and funneling recurring customer complaints back to the operations or product teams for systemic fixes (e.g., product defects, late deliveries).
• Audit service quality to ensure staff provides accurate information, especially regarding complex issues like returns, refunds, and warranties.

Fulfillment and Chargeback Management

• Establish protocols for identifying and managing tracking exceptions (e.g., package stuck in transit, incorrect address, delivery attempt failure).
• Mitigates potential delivery failure, saving the cost of reshipping and preventing negative reviews.
• Analyze fulfillment data trends to understand common points of failure in the shipping journey.

Returns and Refunds Management

• Translate the returns/refunds policy into automated system actions to ensure fair, prompt, and accurate refund issuance, minimizing disputes.
• Analyze return reasons and trends to pinpoint systemic problems, such as poor product descriptions, sizing issues, or consistent fulfillment errors, collaborating with Product and Quality teams to reduce the overall return rate.

Product Management (Operational Aspects)

• Maintain the accuracy and consistency of all product data across the e-commerce platform.
• Lead the operational checklist for product launches.
• Collect and analyze operations data (e.g., fulfillment difficulty, high return rates, customer service time) for specific products.

Data Analysis and Reporting

• Identify, define, and regularly track core Operational Key Performance Indicators (KPIs).
• Utilize historical sales and operations data to create accurate forecasts for demand, and staffing requirements.
• Develop and maintain clear, up-to-date operational dashboards and reports.

Cross-Functional Leadership

• Ensure operational execution aligns with the company's strategic goals.
• Serve as the primary communication bridge between front-end teams (Marketing & Product) and back-end teams (Fulfillment, Refunds, Customer Service).
• Design, map, and enforce standardized operational processes.
• Act as the final point of escalation for complex operational issues that involve multiple departments.

HR Department (Operational Support)

• Oversee the logistical execution of operational training programs.
• Establish HR protocols and documents as needed

• Manage the day-to-day operations of the whole business.
• Creating and implementing plans to improve efficiency, consistency and effectiveness.
• Analyze existing processes and identify areas for improvement to streamline operations.
• Managing and leading a team of employees including hiring, training & evaluating performance.
• Managing relationships with clients to ensure timely completion of deliverables.
• Managing projects to ensure productivity and quality standards.
• Allocating resources & assigning tasks to team members based on project needs.
• Developing strategies to increase revenue and profitability.
• Creating daily, weekly and monthly reliability report to monitor employee satisfaction & engagement.
• Weekly tracking & check-in on company websites.
• Weekly email campaign and social media posting analytics.

• Acquire tickets listed on different platforms such as Ticketmaster, Etix, AXS, etc.
• Find presale event details from Shows On Sale.
• Modify ticket details and adjust prices in 1Ticket and TN Portal.
• Update prices of all unsold inventory weekly to ensure market competitiveness.
• Utilize idle times to analyze and buy in popular and less crowded markets.

• Provides email support to UK customers.
• Raises and manages courier claims due to damage, loss or dispute.
• Manages product listings that need update and completion.
• Update documents and submits completed forms for payment processing.
• Manually completes eBay, Amazon, ManoMano and Imex orders.
• Creates weekly, week-on-week and monthly Courier Claims Analysis.
• Perform other duties and responsibilities, as assigned.
• Sheffield UK S359ZX

• Tutored assigned students as scheduled.
• Prepared lessons for each session.
• Established a positive rapport with students that is conducive to learning.
• Provided guidance and encouragement by maintaining a positive attitude.

• Worked with assigned client for Freight Forwarding.
• Sends emails to prospecting clients and contact them as necessary.
• Update carrier credit scores for business contact information.
• Do Load Call checks to ensure shipments are delivered on time and update customers for any delays.
• Update documents and submits completed forms for payment processing.
• Process invoices and proof of deliveries from carriers including renaming as needed.
• Perform other duties and responsibilities, as assigned.

• Work with Human Resources staff to recruit, interview, select, hire and employ an appropriate number of employees.
• Provide oversight and direction to the employees in the operating unit in accordance with the organization’s policies and procedures.
• Coach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.
• Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback.
• Consciously create a workplace culture that is consistent with the overall organization’s and that emphasizes the identified mission, vision, guiding principles and values of the organization.
• Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning.
• Plan and implement systems that perform the work and fulfill the mission and the goals of the LOB efficiently and effectively.
• Manage the preparation and maintenance of reports necessary to carry out the functions of the department. Prepares periodic reports for management, as necessary or requested, to track strategic goal accomplishment.
• Perform other duties and responsibilities, as assigned.

• Aids in supervising Team Leads focusing on sales aspect.
• Develops and designs program development focusing on sales.
• Evaluates and administers alternative sales methods.
• Directly works with management team to plan and execute on development.
• Prepare and analyze sales pipeline reports and dashboards.
• Provides structure, support and accountability for the sales program.
• Directly reports and communicates to clients.
• Contributes to team effort by accomplishing related results as needed.
• Provides information by collecting, analyzing, and summarizing data and trends.
• Achieves marketing and sales operational objectives by contributing marketing and sales information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.

• Led the SME launch as part of the Telstra Operating Model (TOM).
• Participates in process improvement for all LOBs.
• Awarded as Digital Hero during August 2015 Leadership Session.
• Responsible for the supervision of a minimum of fifteen (15) SMEs within the Digital LOB.
• Responsible for coordinating with the team leads from different functions within Telstra Digital in presenting performance updates.
• Supervised consultants in accordance with company policies and procedures.
• Coached and provided development advice to team members.
• Participated in the weekly Operations team meetings to review previous week’s performance, identify drivers for high and low performance and collaborated with other Team Leads and Managers to establish action plans to address low performance and maintain or innovate in-place action plan.
• Participates in Employee Rewards and Recognition Program.
• Aids managers in daily tasks as needed.

• Led the team launch for OS, during first month NPS 13.49 Reso 65.97%.
• Consistent top team for NPS and Resolution for 6 months.
• Participated in process improvement.
• Awarded as Top Team Lead for OSLC.
• Achieved the highest NPS of 37.18 and 80.84% Resolution in April 2014 for OSLC.
• Responsible for the supervision of a minimum of fifteen (15) agents within the customer service department.
• Responsible for coordinating with the team leads from other functions within Telstra Digital in presenting their function’s Risk List to their respective Operations Manager.
• Supervised consultants in accordance with company policies and procedures.
• Coached and provided development advice to team members.
• Participated in the weekly Operations team meetings to review previous week’s performance, identify drivers for high and low performance and collaborated with other Team Leads and manager to establish action plans to address low performance and maintain or innovate in-place action plan.
• Participated in Employee Rewards and Recognition Program.

• Led the pioneer team for Prepaid Email in Bacoor DC.
• Minimised backlogs of around 2,000 queues in the first month and improved team’s productivity.
• Streamlined Prepaid Email processes and improvement.
• Handled 3 Email functions at the same time.
• Awarded as Most Improved Team for Telstra Email in 2013.
• Responsible for the supervision of a minimum of fifteen (15) people within the customer service department.
• Assigned to handle new hires for TMail Support.
• Supervised consultants in accordance with company policies and procedures.
• Coached and provided development advice to team members.
• Coordinated with Workforce Team in managing email queue, staffing analysis and overtime requirements.
• Tasked to prepare daily volume and productivity report and attend volume call with clients (TMail Support).
• Tasked to attend daily call with Workforce Team (TMail Support).
• Worked with external offshore and onshore specialists and Support Team for My Account.
• Prepared and attended monthly business reviews with Management Team and clients.
• Participated in the weekly Operations team meetings to review previous week’s performance, identify drivers for high and low performance and collaborated with other Team Leads and manager to establish action plans to address low performance and maintain or innovate in-place action plan.
• Conducted new hire orientation – tasked to present operations policies, processes, KPIs, client and company expectations.
• Participated in Employee Rewards and Recognition Program.

• Part of the pioneer TOCCS Email team launched in Bacoor DC as call back agent handling complex enquiries including complaints.
• Depleted backlogs of more than 4,000 Gatekeeper.
• Managed email dashboard.
• Forecasted email allocation to achieve passing SLA and reduce backlogs.
• Tasked to allocate emails to TMail Support consultants.
• Monitored the daily incoming volume.
• Established strategies on reducing backlogs and maintain a passing SLA.
• Consistently developed gatekeeping strategy and management.

• Catered to Inbound Calls for Chase Auto Finance.
• Tasked to coordinate with Dealers for car financing.
• Performed other duties as assigned.
• Handled enquiries, billing issues and complaints.

• Tutored assigned students as scheduled.
• Prepared lessons for each session.
• Established a positive rapport with students that is conducive to learning.
• Provided guidance and encouragement by maintaining a positive attitude.

• Promoted alternative products (minimal selling) within the range specified in the standard screens.
• Accepted inbound calls for International Accounts.
• Handled enquiries, billing issues and complaints.
• Has undergone training for Accent Modification and Upselling Strategies.
• Performed other duties as assigned.

• Generated sales thru outbound calls.
• Confirmed products being ordered or services being offered.
• Promoted alternative products (minimal selling) within the range specified in the standard screens.
• Handled inbound calls for Local and International Accounts.
• Underwent Sales and Customer Service Training for client specific consumer products.
• Has undergone training for Accent Modification, Enthusiasm and Delivery, plus Selling and Marketing Strategy.
• Performed other duties as assigned.