Regine Nepomuceno

Key Responsibilities:

• Provided customer support via email, Instagram, Facebook, and live chat, resolving inquiries and concerns efficiently through the Gorgias ticketing system.
• Managed customer orders, returns, exchanges, and shipment tracking.
• Processed customer's order using Shopify, PostCo, and SCS platforms.
• Maintained high levels of customer satisfaction by delivering timely and effective resolutions.
• Processed and approved customer return and exchange requests in accordance with company policies.
• Generated and managed return shipping labels for both domestic and international customers.
• Monitored and maintained product inventory levels to support order fulfillment.
• Coordinated with warehouse and logistics teams to ensure timely shipment processing and delivery.

Key responsibilities:

• Led end-to-end e-commerce operations including SOP development, KPI tracking, reporting, team management, and training/mentoring agents to ensure operational efficiency and performance growth.
• Managed order fulfillment processes, optimizing workflows to improve delivery speed, accuracy, and overall customer satisfaction.
• Oversaw inventory management and stock control, ensuring accurate availability across platforms and preventing overselling issues.
• Coordinated with manufacturers, suppliers, and logistics partners to ensure timely production, replenishment, and seamless order processing.
• Handled Klarna disputes and refund operations, including approval of return requests and resolution of customer escalations efficiently.

Key Responsibilities:

• Handle complex customer escalations through phone and email support.
• Investigate and resolve technical and account-related issues.
• Collaborate with multiple departments to provide effective solutions.
• Deliver final resolutions while maintaining customer satisfaction.
• Manage high-priority cases requiring advanced troubleshooting.

Position 1: Account Associate
Duration: November 2020 – Promoted

Key Responsibilities:

• Assist customers with billing, service, technical issues and product inquiries.
• Resolve customer concerns and provide account support.
• Ensure a positive customer experience through effective communication.

Position 2: Associate Trainer
Duration: After Promotion – June 2023

Key Responsibilities:

• Conduct onboarding and training sessions for new hires.
• Develop and deliver training materials and learning resources.
• Monitor trainee performance and provide coaching.
• Support employees during their transition into production roles.
• Help improve team performance and service quality.