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Renz L. — Senior Customer Service Team Leader from Philippines

Renz L.

Senior Customer Service Team Leader

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Renz L. is an accomplished Customer Service Representative and seasoned leader with over 14 years of experience across the BPO, e-commerce, retail, and digital health industries. His diverse career includes roles such as Team Leader and Operations Supervisor, where he honed his skills in customer support, team leadership, and operational excellence. Renz has successfully managed complex customer issues, streamlined workflows, and delivered exceptional service experiences through various channels. He is proficient in using CRM & Support Platforms like HubSpot, Zendesk, and Intercom, and has a strong background in e-commerce platforms including Shopify and WooCommerce. With a history of improving processes and leading teams to meet quality and performance targets, Renz has been instrumental in supporting major brands. He holds a Bachelor of Science in Hotel and Restaurant Management from the Philippine Women’s University.

Experience

  • Customer Care Executive

    Pela & Lomi · 2025 — 2026
    Provided omnichannel customer support through email, chat, and phone, managing inquiries about orders, deliveries, returns, refunds, and product-related issues. Utilized CRM tools to maintain accurate customer account records and ensured proper tracking of communication. Worked collaboratively with logistics and operations teams to promptly resolve customer concerns, enhancing the overall customer experience. Handled refunds, exchanges, and account modifications while ensuring compliance with company standards. Achieved service level agreements and quality goals in a fast-paced e-commerce setting.

  • Care Concierge Team Leader

    MindFi · 2025 — 2025
    Supervised a remote customer care team, ensuring that member and provider support met high-quality standards within a digital health platform. Guided new team members on company procedures and tools, facilitating a smooth onboarding process. Analyzed team performance metrics, focusing on customer satisfaction and SLA compliance, to drive improvements. Conducted audits of support interactions to maintain accuracy and operational standards. Organized team meetings and coaching sessions to foster collaboration and align efforts with business objectives. Assisted in recruitment by interviewing candidates to find suitable talent.

  • Operations Assistant

    Awkward Styles · 2023 — 2024
    Delivered B2B and B2C customer support via email and chat, addressing product inquiries, order issues, and account-related matters. Designed and implemented a claims process that enhanced efficiency in resolutions and minimized wait times for customers. Authored help center articles and developed internal documentation, increasing the effectiveness of self-service support. Handled customer data and operational records to streamline workflows. Partnered with internal teams to manage escalations and improve customer satisfaction.

  • Operations Team Leader

    Mercari · 2021 — 2023
    Oversaw daily operations and team workflows to drive productivity, quality, and on-time achievement of business objectives. Managed scheduling and resource allocation to optimize coverage and operational efficiency. Established quality assurance measures to enhance service delivery consistency and accuracy. Initiated process improvements that minimized errors and boosted team productivity. Refined escalation protocols to accelerate resolution timelines for complicated customer issues. Provided coaching and developed team members through feedback and targeted improvement initiatives.

  • CSR, Team Leader, Coach, Operations Supervisor

    eBay · 2011 — 2020
    Advanced through multiple positions including CSR, Team Leader, Coach, and Operations Supervisor within global e-commerce operations. Led customer service teams, consistently achieving high service levels and productivity benchmarks. Enhanced workforce scheduling procedures, driving operational efficiency. Delivered coaching and performance support aimed at elevating team quality scores and fostering employee growth. Addressed complex customer escalations with empathy and effective solutions, bolstering customer loyalty. Developed team engagement initiatives to enhance motivation and retention.

Skills & Expertise

Customer SupportCall HandlingE-CommerceCustomer Service RepresentativeCustomer Service and Admin Support

Education

  • Bachelor of Science in Hotel and Restaurant Management
    Philippine Women’s University · 2005 — 2009