CYRIAM B. MICABALO
Tagum City, Philippines 8100 │- │-
Seasoned Customer Service Specialist | Administrative Virtual Assistant
WORK EXPERIENCE:
New Jersey, USA
Sales.Support
Administrative Virtual Assistant (eCommerce)
September 2018 - April 2023
• Answered inquiries via phone, email and chat. Performed clerical office functions to address concerns and issues.
• Maintained accurate and organized records. Onboarded and mentored 10 new office assistants, including orientation
training and acting as “onboarding buddy” during initial stages of employment.
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Developed and refined standard operating procedures (SOPs) to uphold consistency and excellence in company
operations. Implemented company-wide work from home policy resulting in an 87% increase in employee satisfaction.
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Managed payroll processing for a team of 50 employees, ensuring accuracy and timeliness with a 99% error-free rate.
Conducted comprehensive investigations, meticulously reviewing transaction records and customer communication to
understand and address dispute claims effectively specially in PayPal and Klarna.
Luxor Linens
New Jersey, USA
Customer Service Representative (eCommerce)
March 2017 - April 2018
• Revamped and optimized 500+ Amazon product listings resulting in a 20% increase in average daily sales.
• Processed an average of 50 orders, complaints, refunds, and requests daily with a high level of accuracy and attention to
detail. Managed customer service via email, call and chat.
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Streamlined message response process, reducing average response time from 24 hours to less than 4 hours, leading to a
customer satisfaction score of 95%.
Red Pocket Mobile
California, USA
Customer Service/Technical Support Team Leader
September 2012 to February 2017
• Handled a high volume of inbound calls, addressing customer inquiries and concerns, resulting in a 95% customer
satisfaction rating. Improved call handling time by 25% through enhanced training.
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Managed a team of 20 customer representatives resulting in a 40% increase in team performance. Trained new hires on
customer service processes and policies.
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Monitored daily customer service calls (QA) and provided comprehensive ratings based on call handling skills.
Implemented a new call handling system that streamlined workflow and reduced average call times by 15%, leading to
improved efficiency and productivity.
LEADERSHIP EXPERIENCE:
Customer Service Team Leader – Siblings Solutions
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Conducted monthly performance evaluations with agents to assess their individual productivity and identify areas
for improvement, resulting in a 10% increase in overall team efficiency.
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Developed comprehensive coaching strategies for team members, resulting in a 30% decrease in escalated calls
and a significant reduction in customer complaints.
KEY SKILLS: Customer Service, Team Supervision, Employee Onboarding, Scheduling and logistics, Conflict
Mitigation, File Management, Training and Coaching, Handling Disputes and Workflow Delegation.
EDUCATION:
Bachelor of Science and Nursing SY 2009
Saint Mary’s College Tagum City • Nursing Graduate
