Cloudstaff PH
April 2019 – Present

• MagicEzy Pty Ltd
• Nanotech Repairs
➢ Sutherland Global Services Inc.
August 2010 – April 2019

• Accounts/Program: (Amazon.com Chat)
October 2011 – Present

• Amazon.com Voice
July 2011 – October 2011

• JP Morgan and Chase
August 2010 – July 2011

Executive Services Specialist II (April 2019 up to Present)

Duties and Responsibilities:

• Managing mailboxes:
▪ Outlook, MagicEzy
▪ Nanotech Repairs
▪ Amazon
▪ eBay
▪ FB page (Nanotech & MagicEzy) messenger inquiries
▪ YT Channell comments/feedbacks
• Processing orders on eBay thru Amazon & BigCommerce
• Responding on any returns and cases
• Managing customer feedbacks on eBay & Amazon (different regions)
• Responding on any product inquiries or comments on WordPress & BigCommerce
• Update listings on Amazon & eBay (basic)
• Updating inventories – eBay & Amazon
• Weekly Sales Report
• Chat Support – taking realtime chat inquiries via app.purechat
• Taking call inquiries thru X-lite (Nanotech)
• Wordpress – update dealer page
• Checking fulfillment reports – update google sheets
 

Team Lead (September 2016 up to present)

Duties and Responsibilities:

• Making sure team members are providing exceptional results.
• Auditing their chats to make sure the quality of the service they are providing to our customers
• Taking Escalation chats/calls
• Weekly interactions with the associates to give updates(touchbase).
• Weekly audit to make sure the quality of service they’re providing to the customers.
Subject Matter Expert (September 2014 up to September 2016)

Duties and Responsibilities:

• Provide a wealth of knowledge and support to agents.
• Provide information in responses to inquiries and as regards to the project, services, handle and resolve inquiries.
• Provide satisfaction for the customer needs and wants.
• Perform related duties as required.
• Take Escalation calls/Supervisor’s call.
• Cascadeg new alerts/articles posted in Knowledge Center.
• Conduct Individual Coaching with the Associates.
• Conduct Weekly huddle to the Associates.
Mentor (Amazon.com)

(July 2014 – September 2014)

Duties and Responsibilities:

• Taking commendation calls from the customer.
• Providing a wealth of knowledge and support to agents.
• Sending deliverables/reports to the Management.
• Conducting weekly huddle to the Associates.