Evee G.

I am detail-oriented, organized, and proactive when it comes to identifying opportunities for process improvement. I am able to work independently with minimal supervision while maintaining accuracy, efficiency, and a high standard of work.

• Virtual Assistant – Email Support (E-commerce)

  LV · 2024 — 2026
  Deliver email support related to customer orders including status updates, modifications, cancellations, returns, and refunds. Respond to inquiries promptly while upholding professionalism and empathy. Provide assistance with product information, shipping updates, and account-related concerns. Coordinate with logistics and fulfillment teams to ensure timely order resolution while accurately documenting customer interactions in CRM and helpdesk platforms.

• Customer Service Lead

  LD · 2024 — Present
  Oversee customer service queues to guarantee timely responses to inquiries via email and phone. Address escalated concerns focusing on billing disputes and account issues. Maintain high service quality standards while ensuring accurate and customer-focused resolutions. Support efficient ticket management and monitor team workflows to meet service level agreements. Work with internal teams to address complex customer issues and enhance the overall customer experience.

• Team Leader

  Telstra International Philippines Inc. · 2021 — 2024
  Guide, mentor, and coach a team of Customer Service Representatives to meet performance and quality objectives. Conduct monthly performance reviews and coaching sessions, while developing personalized development plans. Manage call and chat queues to consistently achieve service level targets. Lead regular team meetings and process training to enhance product knowledge and customer service skills. Address customer escalations and ensure effective complaint resolution, while monitoring team performance metrics to identify strategies for improved customer satisfaction and operational efficiency.

• Team Leader

  TDCX Philippines · 2020 — 2021
  Carry out in-depth evaluations of call quality and behavioral analysis to pinpoint coaching opportunities. Provide performance coaching along with actionable feedback to enhance customer interactions. Propose process improvements aimed at enhancing service quality and the overall customer experience.

• Customer Service Representative

  Amaysim Philippines · 2020 — 2020
  Assist customers with inquiries related to billing, account issues, and service-related questions. Perform basic troubleshooting to resolve technical challenges and deliver prompt customer support through various communication channels.

• Team Leader

  Teleperformance · 2013 — 2020
  Supervise and motivate a team of Customer Service Representatives to meet set performance goals. Communicate new processes, policies, and product updates to ensure compliance within the team. Identify opportunities for operational improvements and implement initiatives to boost customer satisfaction. Manage team performance through coaching, quality monitoring, and feedback sessions, while handling customer escalations to support daily operations.

• Customer Care Specialist

  IBM Global Process Services · 2010 — 2011
  Assist customers with inquiries regarding accounts, product information, and office supply requests. Deliver accurate and timely support while adhering to service quality standards.

• Senior Support Professional

  Stream Global Services · 2009 — 2010
  Process service activations, transfers, and disconnections while assisting customers with account requests. Ensure data accuracy and compliance throughout the support processes.

• Administrative Assistant

  La Funeraria Oro, Antipolo Inc. · 2006 — 2008
  Manage employee records and government statutory contributions, including SSS, PhilHealth, and Pag-IBIG. Maintain personnel files and assist with various administrative and clerical functions.

• Directory Specialist

  INFONXX · 2003 — 2005
  Provide accurate directory assistance for U.S. and U.K. customers while delivering excellent service and achieving productivity and quality targets.