Emellia Marie M. Mangali
Resolution Specialist | Training Assistant | Customer Service
Sitio Gumamela Tuble, Moalboal, Cebu, 6032, Philippines--
CAREER SUMMARY
Professional Resolution Specialist with solid 3 years of customer service experience. Helped
customers and sellers to drive practical solutions to conflicts. Innovative in developing unique
solutions targeted to precise needs of each customer issue. Attentive in hearing all viewpoints and
working closely with customers to deliver mediation and solutions based on communication and
cooperation; Training Assistant expert in training delivery with extensive knowledge of Microsoft
apps such as Excel, Word, PowerPoint and Outlook and industry procedures. Proven leader ready
to make hard decisions.
SKILLS:
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Skilled in using Microsoft apps such as Excel, Word, PowerPoint & Outlook
Competent in email organization and calendar management.
Outstanding and extraordinary interpersonal, Oral Communication and Writing Skills.
A team player but can steer the ship alone if need be.
Possess exceptional skills in solving and deescalating customer contacts.
EXPERIENCE
Amazon Operations Services Inc. Philippines - Customer Service Associate
April 2019 – May 2022
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Achieved high satisfaction rating through proactive one-call resolutions of customer
issues.
Improved customer satisfaction ratings by addressing issues and fostering timely
resolution.
Delivered exceptional customer service to every customer by leveraging extensive
knowledge of products and services and creating welcoming, positive experiences.
Helped large volume of customers every day with positive attitude and focus on
customer satisfaction.
Evaluated account and service histories to identify trends, using data to mitigate future
issues.
Amazon Operations Services Inc. Philippines - Training Assistant [A]
May 2022 – November 2022
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Prepared materials for skills development classes.
Developed assessment materials, reports and monitoring systems to drive analysis for
training program reporting.
Developed and implemented training programs related to customer service.
Filed, organized and archived training materials to support future training sessions.
Coordinated day-to-day administration and logistics of face-to-face and online training
courses.
Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
Amazon Operations Services Inc. Philippines - Resolution Specialist [A]
November 2022 – December 2022,
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Drove dispute resolutions using effective problem-solving and by guiding mutual
understanding of opposing viewpoints.
Formulated focused and individualized resolutions aimed to peacefully settle disputes.
Conducted research, gathered information from multiple sources and presented results.
Increased customer satisfaction by resolving issues.
Used mediation techniques to facilitate communication between disputants, to further
parties' understanding of different perspectives and to guide parties toward mutual
agreement.
EDUCATION
University of Cebu – Banilad - Bachelor of Secondary Education – Major in English
June 2015 - March 2019
