Rusela Umbao
E-Commerce Dispute Specialist & Retail Operations Specialist
Cebu City
Summary
Highly productive E-commerce Dispute Specialist with a strong background in Retail Operations Management. Proven track record of managing high-volume workloads, including processing 100+ dispute cases daily within the Shopee Seller Portal. Combines analytical expertise from Management Accounting studies with practical experience in financial reconciliation, inventory auditing, and conflict resolution.
Overview
3
3
years of professional experience
Work History
E-commerce Dispute Specialist
EPerformax Contact Centers & BPO
Cebu City, Central Visayas (Region VII)
06.2022 - 01.2024
- Managed the end-to-end return and refund lifecycle within the Shopee Seller Portal.
- Audited digital evidence (photos and videos) from buyers and sellers to verify claims and prevent fraud.
- Independently processed a daily quota of 100+ cases, consistently meeting KPIs for speed and accuracy.
- Applied critical thinking to approve or decline refund requests based on strict company SOPs.
Store Associate (ASMT, SAM, and Cashier)
7 Eleven Caltex Bacalso
Cebu City, Central Visayas (Region VII)
02.2021 - 04.2022
- Executed a "triple-role" responsibility covering ASMT, SAM, and Cashiering duties.
- Oversaw daily financial reconciliation and conducted cash audits to ensure 100% accuracy.
- Managed inventory levels, stock rotation, and store layout to optimize sales performance.
- Trained team members on sales techniques and operational standards.
Education
Bachelor of Science - Management Accounting
University of Cebu - Main Campus
Cebu City, Province Of Cebu, Philippines 04.2001 -
High School Diploma -
University of Cebu - Pri Campus
Cebu City, Province Of Cebu, Philippines 04.2001 -
Skills
E-commerce Ops: Shopee Seller Portal, Dispute Investigation, Evidence Auditing (Photo/Video)
Retail Management: Inventory Control, Sales Strategy, Cash Reconciliation, Staff Training
Administrative: High-Volume Case Management, Data Entry, SOP Compliance, Backlog Recovery
Analytical Skills: Logic & Pattern Recognition, Critical Thinking, Financial Accuracy
Timeline
E-commerce Dispute Specialist
EPerformax Contact Centers & BPO
06.2022 - 01.2024
Store Associate (ASMT, SAM, and Cashier)
7 Eleven Caltex Bacalso
02.2021 - 04.2022
Bachelor of Science - Management Accounting
University of Cebu - Main Campus
04.2001 -
High School Diploma -
University of Cebu - Pri Campus
04.2001 -