Edgar Allan N. Feliciano
432 Sta. Rosa 1, Marilao, Bulacan, 3019 Philippines-
Objective:
To attain a position commensurate to my qualification and to further pursue a career that will provide
service and personal advancement.
Achievement:
● Weekly Business Review Dashboard 2024
● Team Member Coaching Journal 2023
● Team Dashboard 2023
Work Experience:
● CS Operations Team Leader
BF Jade E-Services Incorporated / Zalora PH
February 1, 2023 – Present
• Monitor team member’s performance and report on metrics.
• Motivate and inspire the team by creating a good environment.
• Analyze data and prepare a weekly report of the team performance.
• Have strong management and decision-making skills.
• Good in using google suites such as Excel, word, PowerPoint, calendar, google drive etc. •
Provides daily and weekly objectives to the team members.
• Responsible in implementing strategies that the team members can use to achieve their goals
and KPI.
• Oversee day-to-day operations and leadership tasks such as queue monitoring, attendance,
agent monitoring, DSAT analysis, checking of QA audits, leave requests, DTR, meetings and
leaders’ collaboration etc.
• Provide support to all team members.
• Motivate and inspire the team members to discover their skills and encourage them to level up,
keeping them enthusiasm going to work every day.
• Conduct weekly team huddles and coaching to address the opportunities and strength of the
team member.
• Identify and discover the team members need and provide coaching.
• Listen to their feedback and resolve the issue right away.
● Fraud Analyst
BF Jade E-Services Incorporated / Zalora PH
August 1, 2020 – January 31, 2023
• Observe customer transactions using the information given to identify fraudulent activity such as
account take-over etc.
• Observe real-time queues and monitor the orders to avoid any unauthorized transactions or any
fraudulent activities.
• Monitor any fraud trends and patterns using the information provided by the customer. •
Monitor and process a refund from a customer who files a dispute or chargeback. •
Experience in using Zendesk, Kount, Braintree, Paypal, Mastercard and Ravelin. • Detail
oriented.
• With a great sense of responsibility, interpersonal skills, and oral and written communication
skills.
● Senior Customer Representative
BF Jade E-Services Incorporated / Zalora PH
February 26, 2019 - July 31, 2020
• Answering the customer’s issues and concerns regarding their online purchase item via
email and chat.
• Monitor and respond to the customer's inquiries/requests within provided guidelines, ensuring
that metrics are met.
• Was also involved in the Refund’s team where we process a refund from the order that has been
canceled, did not deliver, did not process due to fraudulent activity or technical issues. ● Team POC
• Serves as a point of contact in a team.
• Providing skills, knowledge, and techniques to support agents.
• Conducts team huddles.
• Answers different concerns of the agents.
• Motivates agents.
● Training POC
• Prepares learning materials.
• Research new training methods.
• Conduct training of the processes
• Conduct surveys to gauge the effectiveness of the session.
● Credentialing Coordinator
PSG Global Solutions
Makati City
June 2018 – January 2019
• Checks, verifies, and organizes the application and documents of healthcare professionals. •
Provides assessments to all applicants.
• Tracks all records, certification, and licensing to ensure expiration and maintain up-to-date files.
● Email Support Representative
Telus International Philippines Makati City
August 2016 – February 2018
• Provide email support for our customer, being the first point of contact and manage inquiries to
completion.
• Identifies and assesses customers' needs quickly and accurately.
• Monitor and respond to the customer's inquiries/requests within provided guidelines, ensuring
that metrics are met.
• Provide education, troubleshooting and any necessary follow up to customers regarding
questions received.
• Make corrections and adjustments, if necessary.
Educational Background:
B.S Information Technology
Pambayang Dalubhasaan ng Marilao Abangan Norte, Marilao, Bulacan
2010 – 2014
Master’s Degree in Information Technology
Baliuag University
2024-present
