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$22 USD / hour
Flag of PHILIPPINES
davao city, philippines
$22 USD / hour
It's currently 9:06 AM here
Joined July 1, 2018
0 Recommendations

Mishael T.

@Mtereso

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$22 USD / hour
Flag of PHILIPPINES
davao city, philippines
$22 USD / hour
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Account Manager

With 6+ years of experience in eCommerce customer service, I am confident in my ability to lead and manage your customer service operations to provide exceptional service to your customers. In my current role as an Account Manager at Atidiv, I have successfully managed a team of 15 customer service representatives and improved customer satisfaction rates by 40% over the past year. I have implemented new customer service policies and procedures, streamlined communication channels between departments, and monitored customer feedback to identify areas for improvement. My experience in eCommerce customer service has given me a strong understanding of the importance of customer satisfaction and the impact it has on business growth. I am proficient in managing customer inquiries, resolving issues, and providing a high-quality customer experience throughout the buying journey. In addition, I am familiar with various customer service software and tools, including Zendesk, Gorgias, Tawk, Shopify, ReCharge, WordPress, Google Suite, HubSpot, Mailchimp, ShipBob, Route, Loop Returns, Meta, Monday, Notion, and have experience using data analysis to track and report on customer service metrics such as response time, issue resolution time, and customer satisfaction. I specialize in customer service, eCommerce, and team development and responsible for overseeing a portfolio of eCommerce clients and ensuring their satisfaction with the company's products or services. I am expert in customer service and work to build strong, long-lasting relationships with clients. In addition, I have a strong experience in team development, including training, coaching, and performance management, to ensure that team members are equipped with the skills and knowledge needed to succeed in their roles. I have a solid experience using data analysis and customer feedback to make informed decisions that improve the customer experience and drive business growth.

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Portfolio

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Experience

Account Manager

Atidiv
Sep 2022 - Present
In my current role as an Account Manager at Atidiv, I have implemented new customer service policies and procedures, streamlined communication channels between departments, and monitored customer feedback to identify areas for improvement. In addition, I am familiar with various customer service software and tools, including Zendesk, Gorgias, Tawk, Shopify, ReCharge, WordPress, Google Suite, HubSpot, Mailchimp, ShipBob, Route, Loop Returns, Meta, Monday, Notion, and many more.

Chat, Email and Phone Support Representative

Hubble Contacts
Feb 2019 - Feb 2022 (3 years)
Chat support allows customers to connect with brands at their convenience, without having to pick up the phone. By connecting through chat support, customers receive instant responses in real time, expediting issue resolution and increasing customer satisfaction. When connected with a chatbot or live agent, customers can continue to multitask, all while working toward issue resolution.

Software Technical Support

Hummingbot
Oct 2018 - Nov 2019 (1 year, 1 month)
As Tech support expert, I manage, maintain, and repair IT and software systems/tools. Diagnosing and repairing faults, resolving network issues, and installing and configuring hardware and software.

Education

Bachelor of Elementary Education

Agusan Colleges, Philippines 2009 - 2013
(4 years)

Qualifications

Top 3 Technical Support Specialist

DirecTV Operation Department
2016
89% Overall Attainment of all the required metrics.

Top Quality Analyst - Quarter 1

Quality Department
2017
98% Overall Score for Quality

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