Ana N.
Senior E-commerce Team Leader
Open to offersNew to PlatformAbout
Ana N. is a seasoned Team Leader and Customer Service Representative with over a decade of multifaceted experience. She has held pivotal roles across the e-commerce and service industries, including a supervisory position at VidaXL Services PH where she led a team of 12 in managing backend operations for various online retail platforms, ensuring high standards in category mapping and product accuracy. Ana's tenure as a Virtual Assistant at Ova Virtual demonstrated her proficiency with platforms like Zendesk and Helpscout, facilitating refund processes and customer inquiries. Her contributions at TKH Investments LLC as an Executive Virtual Assistant involved client communication and real estate lead qualification. Previously, Ana supported the Entertainment and Tourism sectors as a B2B Customer Service Representative at Shore Solutions, Inc. Her versatility extends to training roles, demonstrated through her work as a Soft Skills Trainer under the TESDA program. Ana's background in handling customer and technical support calls at Harte-Hanks further underscores her credentials in team leadership and customer satisfaction.
Experience
Team Leader/Supervisor
VidaXL Services PH · 2025 — 2026Led a team of 12 responsible for managing the back end of various e-commerce web shops. Coordinated with account managers to address data and Excel-related errors prior to listings going live. Monitored individual performance while ensuring that web shops complied with standards for category mapping, listing frameworks, and product accuracy. Conducted monthly quality checks to maintain high-quality publishing processes across all supported web shops.Virtual Assistant
Ova Virtual · 2023 — 2025Handled refunds and returns, addressing customer inquiries regarding products and order status. Provided chat and email support utilizing Zendesk and Helpscout. Assisted customers with order placements and inquiries related to billing, disputes, or charges on credit cards or payment accounts.Executive Virtual Assistant
TKH Investments LLC · 2021 — 2023Managed communications with clients via email, text, chat, and phone calls to qualify real estate leads. Scheduled appointments, prepared end-of-day reports, created contracts, and delivered administrative support, which included data entry and research.Customer Service Representative (Non-Voice, B2B)
Shore Solutions, Inc. · 2019 — 2020Supported clients from the Entertainment and Tourism Industry primarily in Australia, the US, and Europe through email and chat. Educated clients on utilizing a booking platform designed to simplify the gathering of customer details and payments. Assisted clients with basic troubleshooting steps for issues with their platform.Soft Skills Trainer
Excellent Accent Training Center · 2014 — 2019Delivered training to aspiring call center agents enrolled in the TESDA scholarship program for Contact Center Services NCII. Ensured participants were equipped with the necessary knowledge and attitude to succeed as professional call center agents.Pre-certification Specialist
Access Healthcare · 2013 — 2014Managed prior authorization processes for clinical reviews from US hospital nurses. Maintained confidentiality of patient and client information, processed transactions as per company specifications, and adhered to information security policies and compliance requirements.Customer/Technical Support Representative, Chat/Email Support
Datacom IT Systems · 2012 — 2013Provided customer and technical support via chat and email as a Parallels licensing specialist. Assisted Mac users with license activation, installation, payments, refunds, and license registration to facilitate seamless usage of Windows programs on Mac systems.Customer and Technical Support/Virtual Team Leader
Harte-Hanks · 2010 — 2012Managed high-volume customer and technical support calls, addressing inquiries and complaints with empathy. Supported and cross-trained team members while serving as a virtual team leader across multiple accounts, including Xbox, Barnes & Noble, and MLB.Asst. Soft Skills Trainer
Prime Connection Call Center Training Center · 2008 — 2009Trained aspiring call center agents on effective communication with American customers. Monitored individual progress, adapted teaching methods to suit various learning styles, and provided interview coaching to enhance confidence.
Skills & Expertise
Education
- Bachelor of Science in ChemistryUniversity of Santo Tomas · 1996 — 1999
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