Rica Mae L. Pilapil
Block 8 Lot 6, Portugal Street, Armal Village, Brgy. Sta Ana, Taytay, Rizal
Summary
Highly analytical and data-driven E-commerce Manager effectively scales online customer acquisition efforts and e-commerce capabilities to drive sales growth. Routinely tests new features and assets and measures results as company grows and evolves. Strong understanding of e-commerce consumer behavior and audience segmentation along with website analytic and tracking tools. Goal-oriented manager with distinguished experience in Marketing industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
12
12
years of professional experience
1
1
Certification
Work History
E-Commerce Manager
Microsourcing
09.2018 - Current
- Managed inventory control processes for seamless order fulfillment and customer satisfaction.
- Established a comprehensive social media strategy to promote products and interact with customers in real-time, driving brand loyalty.
- Analyzed sales trends, identifying opportunities for growth and proactively addressing underperforming categories or products.
- Helped find leading online retailers and platforms to connect with consumers.
- Supervised a team of e-commerce specialists, providing guidance and performance feedback to foster professional development.
Team Leader, Sales Operations
The Results Companies
04.2015 - 12.2016
- Reduced employee turnover by recognizing top performers and creating tailored development plans for underperformers.
- Established effective communication channels within the team, ensuring timely updates on market trends and competitor activities.
- Streamlined sales processes to improve efficiency and productivity within the team.
- Developed strong relationships with key clients, resulting in increased repeat business.
Customer Service Supervisor
Sitel
08.2013 - 02.2015
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Coached employees through day-to-day work and complex problems.
Customer Service Representative
Expert Global Solutions
11.2012 - 06.2013
- Answered constant flow of customer calls with minimal wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor Secondary Education - English Major
Rizal Technological University
High School Diploma -
Francisco P. Felix Memorial National High School
Rosario Elementary School
Skills
- Product Management
- Order Fulfillment
- E-commerce Platforms
- Competitor Analysis
- Website optimization
- Action planning
- Search Engine Optimization
- Online Advertising
Certification
- Strategic Leadership and Management Specialization - Sitel
- Connected Leadership - The Results Company
- Leading People and Teams Specialization - The Results Company
Timeline
E-Commerce Manager
Microsourcing
09.2018 - Current
Team Leader, Sales Operations
The Results Companies
04.2015 - 12.2016
Customer Service Supervisor
Sitel
08.2013 - 02.2015
Customer Service Representative
Expert Global Solutions
11.2012 - 06.2013
Bachelor Secondary Education - English Major
Rizal Technological University
High School Diploma -
Francisco P. Felix Memorial National High School
Rosario Elementary School
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