Ann P.
Mid-Level Customer Service Manager
Open to offersNew to PlatformAbout
Ann G. is a results-driven Virtual Assistant and Customer Service Manager with extensive experience in e-commerce operations, team leadership, and administrative support. Her career is marked by improving workflows and enhancing customer satisfaction metrics. She has led customer service teams in organizations like Ecom Emperion, where she improved response times and win rates on platforms like Shopify and PayPal by refining documentation and processes. Experienced in Shopify store management and CRM systems, Ann has also adeptly managed calendars, emails, and project tools to streamline operations. As a Social Media Manager, she increased engagement by targeting content strategies and maintaining responsive social media presence. Ann's tenure as an E-Commerce Executive Assistant highlighted her skills in order management, inventory control, and sales trend analysis. Her educational background in civil engineering from Mindanao State University complements her technical capabilities.
Experience
Customer Service Manager
Ecom Emperion · 2024 — 2026Led a customer service team managing high volumes of daily inquiries across various channels. Maintained team KPIs related to response time and customer satisfaction. Implemented structured workflows to enhance response efficiency and addressed PayPal disputes and Shopify chargebacks. Enhanced dispute win rates by improving documentation processes. Ensured the timely resolution of escalated customer issues and created SOPs for standardized operations. Provided training and coaching to team members, generating performance reports for management.Virtual Assistant (VA) / Social Media Manager
Company not specified · 2022 — 2024Increased engagement by developing and scheduling targeted social media content. Managed multiple platforms, ensuring active communication with followers. Monitored customer inquiries, reducing response times, and supported various administrative tasks such as calendar management.E-Commerce Executive Assistant / Customer Service Team Lead
Company not specified · 2017 — 2022Oversaw customer service operations, focusing on enhancing service quality. Monitored KPIs to identify areas for improvement and increased operational efficiency through task delegation. Managed e-commerce tasks including order processing, inventory tracking, and product uploads. Coordinated with different teams to facilitate smooth operations and generated reports for performance tracking and sales analysis.Executive Assistant (VA)
Company not specified · 2012 — 2017Managed the daily operations of executives, including scheduling and email correspondence. Prepared various reports and financial documents, conducting research and compiling data for decision-making. Handled bookkeeping and payroll tasks, organized meetings, and trained administrative staff. Improved workflow efficiency by reviewing and adjusting processes.Customer Service Representative
Convergys · 2011 — 2012Addressed a high volume of customer inquiries through phone and email communications. Maintained customer satisfaction by effectively resolving issues while adhering to company service standards.Customer Service Representative
ePerformax Contact Center – Buendia · 2010 — 2011Managed customer inquiries in a fast-paced environment, ensuring strong satisfaction through effective problem-solving.Customer Service Representative
People Support – Cebu · 2007 — 2007Handled customer inquiries, consistently adhering to service standards and company protocols to maintain satisfaction.
Skills & Expertise
Education
- Bachelor of Science in Civil EngineeringMindanao State University GSC · — — 2005
- Creative Arts and MusicHalls of Life Bible College GSC · — — 2003