The work behind the work

Oversee multi-channel customer service operations across multiple retail brands — Joel's Place, Royal Duty Free Stores 1 & 2, and Beauty by Royal — via Shopify, Meta Business Suite, and email.

• Developed and maintained a manual CRM system to track customer inquiries, log case histories, and monitor inquiry trends — enabling data-driven decisions and proactive service improvements.
• Achieved 100% order fulfillment rate for Shopify Online Orders during peak Holiday/Christmas Season for Hampers products by coordinating closely with inventory and logistics teams.
• Maintained KPIs including 100% case resolution rate and an above-average chat response rate, ensuring consistent service quality across all platforms.
• Created and documented Standard Operating Procedures (SOPs) for customer service workflows, improving team efficiency and onboarding, and reducing resolution time.
• Collaborated with sales, marketing, and inventory teams to align administrative and customer service strategies with business goals, providing regular performance reports to management.
• Initiated process improvements to streamline communication channels and enhance overall customer satisfaction scores across all managed retail locations.

Mediated disputes between buyers and third-party sellers on the Shopee platform, ensuring fair, policy-compliant resolutions while meeting department quality and productivity targets.

• Processed and documented high volumes of dispute cases daily, maintaining accurate records and logs to support data analysis, trend identification, and reporting to department leadership.
• Analyzed dispute patterns and seller discrepancy requests to identify recurring issues, contributing findings and recommendations to improve the dispute resolution process and reduce escalation rates.
• Evaluated case data against platform policies to determine appropriate resolutions, applying risk management principles and KYC compliance standards to detect and flag potential fraud.
• Served as the primary point of contact between buyers and sellers, managing communications professionally across multiple channels to ensure timely, satisfactory case closure.
• Assisted in developing and refining internal dispute management procedures, contributing to SOPs and knowledge base documentation used to train new analysts and standardize operations.
• Coordinated cross-functionally with logistics, fraud, and platform teams to resolve complex cases requiring multi-department input, ensuring end-to-end case accountability and compliance.

Provided front-line technical and billing support via live chat for telecommunications customers.

• Accurately logged all customer interactions and issue resolutions in the support system, maintaining organized records for quality assurance and reporting purposes.
• Handled billing inquiries, service complaints, and connectivity issues by following documented troubleshooting procedures, ensuring consistent and compliant resolutions.
• Escalated complex technical cases to appropriate departments with detailed written summaries, enabling faster resolution and reducing repeat contacts.
• Met and consistently exceeded daily productivity and quality targets, contributing to team KPI goals for response time, resolution rate, and customer satisfaction scores.
• Developed thorough knowledge of company products and service policies, supporting accurate data entry and consistent application of procedures across all customer interactions.
• Supported peers during high-volume periods by sharing process knowledge and assisting with documentation, contributing to overall team performance and service continuity.