Cherrie Ivy Composa

Cherrie Ivy S. Composa Knowledgeable and dedicated customer service professional with extensive experience in the e-commerce industry. A solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializes in quality, speed, and process optimization. I am energetic and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses. Personal Information Name: Cherrie Ivy S. Composa Date of birth: January 22, 1987 Address: Silveria Drive, Bantayan, Dumaguete City Contact number: - Email address:-Skype ID: cherrie.uplink Shift Experience: Already experienced working in the morning and graveyard shift Education Background • Graduate, Bachelor of Science in Medical Technology • Silliman University, Dumaguete City October 2009 • Graduate, Secondary Education • Marian College, Ipil, Zamboanga Sibugay Working Experience • E-commerce Store - Customer Service Manager Career Assessment Site January 16, 2021 - January 28, 2022 • I handle emails from customers regarding their orders or just about any inquiry in general. • I processed and input them in our system through Elevate. • I book appointments for our customers who wish to avail of our free online consultation. • I handle refund and cancellation requests to be forwarded to our CEO for processing. • Took ownership of customer issues and followed problems through to resolution. • Completed special projects by using effective decision making, critical thinking, and time management skills. • E-commerce Store - Customer Service Representative / Zia Sabers January 16, 2021 - January 28, 2022 • Provided primary customer support to internal and external customers. • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. • Answered customer telephone calls promptly to avoid on-hold wait times. • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions. • Provide return labels for items that need replacement through Shipstation. • Answered product and service questions, suggesting other offerings to attract potential customers. E-commerce Store - Customer Service Tom Hoving/ Tomsku Media June 16, 2021 - March 28, 2022 • Provided primary customer support to internal and external customers. • Collaborated with staff members to enhance the customer service experience and exceed team goals through effective client satisfaction rates. • Responded to customer requests for products, services and company Information. E-commerce Store - Customer Service and Product listing / K-Beauty UK March 29, 2021 - April 29, 2021 • Upload products to the website. • Create product descriptions that would catch a customer’s attention. • Create categories for ease of search • Create product reviews. • Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions. • Investigated and resolved customer inquiries and complaints quickly. • Followed up with customers about resolved issues to maintain high standards of customer service. • Process replacements and refunds for damaged orders. • E-commerce Store - Customer Service Imperiyal August 16, 2020 - January 28, 2021 • Responded proactively and positively to rapid change. • Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions. • Investigated and resolved customer inquiries and complaints quickly. • Followed up with customers about resolved issues to maintain high standards of customer service. • Process replacements and refunds for damaged orders. • Handle PayPal Disputes and Shopify chargebacks. • E-commerce Store - Customer Service and Social Media Moderator Ureashi January 2 2020 - July 28, 2020 • Moderated sensitive and potentially offensive content to promote safe environment for users. • Remained up-to-date on workflow changes, operational guidelines and community standards to implement correct policies. • Reviewed, classified or eliminated highly sensitive content uploaded by users to meet defined social media parameters. • Responded to and engaged with customers on social media pages to promote products and services. • Addressed escalated customer service issues sent from sales and service teams to save customer relationships. • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously. • Do product uploads and product descriptions and add it to Facebook. • Handle Paypal Disputes. • E-commerce Store - Customer Service Betaino / Rishabh Sethi October 14 2019 - March 28, 2020 • Offered advice and assistance to customers, paying attention to special needs or wants. • Trained new personnel regarding company operations, policies, and services. • Maintained up-to-date knowledge of product and service changes. • Delivered prompt service to prioritize customer needs. • Create order and discount dedicated to customers. • Process cancellation and refund requests from customers. • Verify requests for replacements for damaged orders. • E-commerce Store - Customer Service SLN Holding December 31,2018 - March 15, 2020 • Moderated sensitive and potentially offensive content to promote safe environment for users. • Remained up-to-date on workflow changes, operational guidelines and community standards to implement correct policies. • Reviewed, classified or eliminated highly sensitive content uploaded by users to meet defined social media parameters. • Responded to and engaged with customers on social media pages to promote products and services. • Addressed escalated customer service issues sent from sales and service teams to save customer relationships. • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously. • Do product uploads and product descriptions and add it to Facebook. • Handle Paypal Disputes. • Amazon - Order Fulfillment/ Logistics CGTRADE/ Carolina Global Distribution May 29,2018 - July 2019 • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. • Clarified customer issues and determined the root cause of problems to resolve product or service complaints. • Collaborated with staff members to enhance the customer service experience and exceed team goals through effective client satisfaction rates. • Updated merchandise pricing to match new values and special promotional rates. • Completed inventory accounts to keep records current and promote accurate ordering. • Tracked orders and notified customers of their status or potential delays. • • Do tactical arbitrage and web scraping. Process orders through Amazon Seller Central and monitor logistics. • E-commerce Store - Customer Agent/Order Fulfillment/ VA Downtown La Printer Mera Investment Group September 29,2018 - March 5,2019 • Answered customer telephone calls promptly to avoid on-hold wait times. • Processed customer adjustments to maintain financial accounts. • Responded to customer requests for products, services and company information. • Maintained up-to-date knowledge of product and service changes. • Delivered prompt service to prioritize customer needs. • Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions. • Received and Forward final design to graphic designer • Book Delivery through FedEx/UPS • E-commerce Store – Store Manager Robautic LCC October 23, 2017 - December 30, 2018 • Entered customer interaction details in sales system to track requests, document problems, and record solutions offered. • Researched and evaluated suppliers and vendors based on quality, price, selection, availability and distribution capabilities. • Achieved high satisfaction rating through proactive one-call resolutions of customer issues. • Helped large volume of customers every day with positive attitude and focus on customer satisfaction. • E-commerce Store – Store Manager ROMACOL E-Commerce Inc. August 12, 2017- March 21, 2018 • Clarified customer issues and determined root cause of problems to resolve product or service complaints. • Delivered prompt service to prioritize customer needs. • E-commerce Store – Store Manager eViralTrends - PurpleLeads May 8, 2017- February 21, 2018 • Worked closely with each customer to carefully resolve issues within timely fashion. • Documented all customer information accurately in computer system, providing dated notes for future reference. • Assisted department with email-based and phone support when call center was busy or short-staffed. • Maintained up-to-date knowledge of product and service changes. • Do social media moderation to review sensitive comments from our social media platforms. • Process orders and assist in monitoring shipments. • Handle PayPal disputes and Stripe chargebacks. • Home Based Online English Teacher 51 Talk July 23, 2016 - September 21, 2017 • Teaching ESL to ChineseStudents • Reporting • Administrative Assistant / Virtual Assistant Paragon November 28, 2016 – May 3, 2017 • Clarified customer issues and determined root cause of problems to resolve product or service complaints. • Responded to customer requests for products, services and company information. • Entered orders into our computer database system. • Enhanced productivity levels by anticipating needs and delivering outstanding support. • Placed orders through Oberlo or dropified to Aliexpress. • Home Based Online English Teacher Bibo August 12, 2016- November 21, 2017 •Teaching ESL to Chinese Students •Reporting • E-commerce Store – Store Manager/VA Dogstory, Oplie and Mr.Muggles June 8, 2016- December 30, 2017 • Manage store • Product research • Product listing • Order fulfillment • Chat Customer Service • Voice Customer Service • Social Media Moderator • Data Encoder Pharmaceutical Company July 2016 – December 2016 / July 2017 – December 2017 • Adding/arranging medical data to Google Sheets • E-commerce Store – Customer Service Representative Trovido January 22, 2016 –October 15, 2016 • Customer service - inbound • Email Support • File compilation • Administrative Support • Reporting and task monitoring • Social Media Moderator • Data Encoder Travel Blog April 2016 – September 2016 / February 2017- July 2017 • Adding contacts from Hotels, Inn, B&B and Pub • Arranging data and information using Google Excel • Telemarketer Pharmaceuticals Company May 6, 2015 – December 10, 2015 • Customer service- inbound • Deals with private accounts and billable charges • Customer satisfaction oriented • Made cold calls to prospective clients • Sold ideas by providing product information • Scheduled appointments for follow ups • Maintained lists of clients already called • Maintained call logs and report details to supervisor • Provided feedback to clients when required • Team Lead, International Accounts SPi-Global CRM, Dumaguete City June 2013- August 31, 2016 Afligo- Total Defense • Customer service- inbound • Email support • Reporting and service level monitoring • Quality management • Billable hours management • Basic technical trouble shooting Afligo- Core • Customer service- inbound • Email support • Reporting and service level monitoring • Handles up-training and team huddles Equifax • Customer service- outbound • Quality management • Billable quota and leads management World Class Marketing • Customer service- outbound • Sales and quota management • Manages up-training and huddles • Quality management Teleflora • Customer service- outbound • Sales management • Quality management • Trainer, Teleflora SPi-Global CRM, Dumaguete City February 2013-March 2013 • Handles classes: language and product • Handles team huddles • Reliability and sales management • Quality management • Customer Service Representative WellpointCental, Teletech Dumaguete May 2012- October 2012 • Customer service- inbound • Deals with private accounts and billable charges • Customer satisfaction oriented Seminars Attended: • Tesda – Customer Service Representative Training Silliman University, Dumaguete Skills: • Interpersonal communication skills • Computer Literate • Flexible and knows how to multi-task • Has good time management • Can cope up and learn fast • Have experience with the following software applications: • Asana • Slack • Agora Pulse • Zendesk • Helpscout • Shopify / CommerceHQ • Dropified • MS Word • MS Excel • MS Powerpoint • MS Outlook • Google Drive • Skype • CRM