Jessebel T.

Addressed a high volume of customer inquiries through email, chat, and phone, resolving over 200 tickets daily using Gorgias and Shopify, and maintaining a 95% customer satisfaction rate. Handled order processing, returns, and refunds efficiently, which decreased average resolution time significantly. Authored and revised Standard Operating Procedures (SOPs) for routine customer service tasks, streamlining onboarding for new staff. Oversaw Shopify store performance, monitoring order fulfillment, stock challenges, and shipment delays, leading to fewer fulfillment errors. Delivered proactive customer support by identifying potential issues before escalation and achieved Inbox Zero on Gorgias across three accounts, responding to 150+ emails each day. Partnered with cross-functional teams to diagnose and resolve product and account-related concerns, fostering positive customer experiences.

Produced product videos and engaging posts for Shopee and TikTok, facilitating brand promotion to online audiences. Shared affiliate links and monitored performance metrics, generating commissions from resultant sales. Collaborated with small brands to create content and foster engagement with followers.

Managed daily resolution of over 50 customer inquiries via phone, email, and chat, attaining a customer satisfaction rating of 95%. Ensured the integrity of client data for a database of over 1,000 contacts in Salesforce through regular audits, achieving 99% data accuracy. Developed customer feedback reports that were instrumental in reducing repeat complaints by 20% over a year. Provided training to five new team members on customer service protocols and CRM utilization, enhancing overall team efficiency.