Angelica Dones

WORK EXPERIENCE Teleperformance Philippines acquired by Majorel Philippines (August 2022 - January 2025) Managed customer inquiries and provided solutions, ensuring high customer satisfaction via live chat and email. Ensured all member data were accurately recorded and maintained in the system. Processed orders with precision, verifying all information for accuracy before finalization. Collaborated with team members to streamline processes and improve data management practices. Utilized CRM software to track interactions and update customer profiles. SKILLS ANGELICA DONES CONTACT ME AT Home Address: Blk 39 Lot 8 Soldiers' Hills Village Putatan, Muntinlupa City- PROFILE Detail-oriented and customer-focused Customer Service Representative with 2 years and 6 months of experience in providing exceptional service in the e-commerce industry. Skilled in handling product inquiries, order tracking, shipping concerns, returns, refunds, warranties, and troubleshooting product issues via email and chat support. Proficient in Zendesk for managing customer interactions efficiently. Committed to ensuring accurate and consistent responses while delivering a seamless customer experience. Adept at resolving issues promptly, tracking customer feedback, and escalating complex concerns when necessary. Known for consistently meeting KPIs and contributing to high customer satisfaction (CSAT) scores. Looking to bring my expertise in customer service and problem-solving to a dynamic team focused on providing topnotch e-commerce support. Customer Support – Skilled in addressing product inquiries, orders, shipping, returns, refunds, and warranty issues via email and chat. Zendesk Expertise – Proficient in managing customer tickets, inquiries, and escalations through Zendesk. Issue Resolution – Efficiently troubleshooting and resolving customer concerns to ensure timely resolutions. Effective Communication – Providing clear, accurate, and consistent responses to maintain a seamless customer experience. Escalation Management – Identifying complex issues and escalating them for prompt resolution. Customer Feedback – Tracking and analyzing feedback to improve service quality. EDUCATION HISTORY Pamantasan ng Lungsod ng Muntinlupa -) Bachelor of Science in Business Administration Major in Human Resource Management Christ the King College of Science and Technology -) Mangatarem National High School -) ACHIEVEMENT & CERTIFICATES Civil Service Eligible (Professional) November 2023 Amazon Ads Certification August 11, 2024 CHARACTER REFERENCE Jenine Ezra Conol Supervisor-