Annah Emmanuel

Annah Emmanuel D. Salamat Address: Magsaysay Ave., Naga City Mobile No:- Email Address:-Skype ID:- Career Objective To be an asset in a company where I will be able to have professional and personal growth alongside utilizing my 6 years of tenure in Customer Service thru Phone, Email and Chat Platform. Employment history IronFox ( March 11, 2019- Aug.31, 2019) Customer Service Specialist/ Product Researcher and Lister CS Duties: - Respond to Buyer Messages via Amazon Seller Central - Handle return requests - Check and monitor Feedback on a daily Basis - Handle AZ claims - Process customer account adjustments - Coordinate with Suppliers regarding order status and getting credit for order issues -Placing orders with suppliers and also using cash back tools. -Coordinating with Freight companies regarding shipment status and BOL requests Product Researcher and Lister Duties: - Product Research and listing items with good profit margin - Bundle Listing - Scratch Listing Tools Used: Amazon Seller, FreshDesk, DSM Tools, Auto DS, RevSeller, Shipperbay Feednback Genius, Slack, Klaviyo CG Trade (June01 2017- Feb 28 , 2019) Chat and Email Team Lead for Customer Support Home Based Job Responsibilities: Email Management: -Assist customers about their orders and correcting post sales problems. -Ensure customer service emails and calls are answered and done in a timely, efficient and knowledgeable manner. -Resolve customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. System and Process Workflow: -Identify system and workflow improvements to enhance efficiency. Management Tasks: -Maintain financial accounts by processing customer adjustments -Ensure timely processing of customer orders and helps resolves customer disputes. Ensure timely processing of customer orders and helps resolves customer disputes. -Daily Monitoring of Buyer Messages, ensuring that all messages are responded within agreed SLA -Monitor Claims and executing proper representation on Amazon -Check and Monitor Inventory (inbound Items for Amazon Seller) -Prepare PO’s for Vendor Central Team Lead Task: -Conduct quality evaluation twice a week per agent -Conduct one on one feedback session twice a week per agent -Accomplish coaching logs and participate in bi-weekly calibration -Preparing scorecards Tools Used: Fresh Desk, Google Docs, Microsoft Excel, Ring Central and Remote Desktop Mednet Direct (November 2016- April 2017) General Virtual Assistant to the CEO Home Based Key Roles: Creating SOPs -Workflow documentation - Develop and maintain all company manuals and policies. Marketing and sales support -Review pending orders and specific customers’ requests to ensure excellent customer service and customerexperience - Respond to customer and prospect queries - Manage sales tracking tools and report on important information - Assist in maintaining Inventory tracking Customer Service -Responding to customers concern or inquiry via email - Filtering and Sorting emails Social Media Management -Manage social media platforms - Manage and scheduling postsAmazon -Communicate with buyers -Check customers review/ratings Tools: Shopify, Amazon Seller and Vendor Central Trello and Mail Chimp Aventura International (Sept 2014 –Oct 2016) Chat Support Agent Home based Key Roles: - To provide excellent 24/7/365 sales and technical support to all of our global customers Respond to all customer chats within 1 minute of them coming through during your shifts. Answer all customer requests accurately and professionally. Get all essential information from customers and put into the CRM accurately as soon as chats are completed. Send a follow up email to every customer within 10 minutes of completing their chat. Tools Used: Zendesk Chat, Outlook, Google Docs and Google Drive Digital Room Inc. (July 2013-Sept 2014) Product Specialist—Chat and Email Support The house of printspecialistsand digital artists behind California’s best known printing hubs. Key Roles:      Respond to inquiries regarding the best option for the client’s printing needs Provide efficient service resulting to perfect CSAT (Customer Satisfactory) score. Provide Marketing Advice/Assist clients in picking out the right materials for their print outs Sending Emails to ensure that orders and properly placed and will meet customer deadline Respond to customer inquiries sent through Chat and email Tools Used:LivePerson(chat) and Outlook TELUS International (March 2012-July 2013) Account Specialist/ Sales Agent for Phone and Email Key Roles:    Study the business profile of a client and propose an efficient telecommunications bundle (internet, cellphone and landline). Answer inquiries regarding customer accounts sent via Email Pitch for non existing customers and deliver a stable offer of premium services. KEY SKILLS:      Knowledgeable in Amazon Seller Central and Vendor Central With Experience in using Shopify Proficient in English especially Grammar Excellent in Verbal and WrittenCommunication Customer Relations/ Escalations Expert Proficient in Using:  Zendesk (Integrated Ticketing)  Zendesk Chat  LivePerson    FreshDesk Salesforce Ring Central Educational Background SCHOOL TERTIARY INCLUSIVE DATES Bicol University College of Arts and Letters Rizal St., Legazpi City Bachelor of Arts in Journalism 2007 – 2011 Graduated Cum Laude SECONDARY ELEMENTARY Aquinas University Science High School Rawis, Legazpi City 2003 – 2007 St. Agnes Academy Legazpi City 1997 – 2003 Journalistic Experiences July 2010 to Present Member Bicol Organization of Neo-Journalists June 2010 to March 2010 April 2010 to May 2010 Senior Editor Kadyouth www.kadyouth.weebly.com Intern RPN9 , Manila Trainee Public Information Agency June 2008 – March 2009 Public Relations Staffer The Bicol Universitarian Bicol University, Legazpi City Academic Scholar -,-,-) Personal Data Date of Birth Place of Birth Age Civil Status Citizenship : : : : : March 1,1990 Legazpi City 29 years old Single Filipino Typing Test Speed: Internet Speed: Computer Specs: