Emil Carl Abragan Dela Torre

EMIL CARL DELA TORRE -| - | Davao City, Philippines SUMMARY Results-driven Customer Service Manager with 7+ years of experience in ecommerce support, chargeback management, and team leadership. Skilled in dispute resolution, logistics coordination, and CRM integration, with expertise in Shopify, Gorgias, Zendesk, PayPal, Klarna, and Stripe. Proven track record of improving customer satisfaction, optimizing workflows, and leading high-performing remote teams. Seeking a role where strategic problem-solving and operational efficiency can drive business growth. WORK EXPERIENCE Customer Service Manager - Spartan Health UK Sept 2021 - March 2025 Built and managed a remote customer service team, improving response time and issue resolution. Integrated Freshdesk with email platforms to enhance support efficiency. Developed workflows, macros, and knowledge bases to standardize operations. Managed team schedules and monitored KPIs for optimal performance. Oversaw Facebook community engagement via Meta Business Suite. Utilized WooCommerce, Kajabi, Clickbank, CheckoutChamp, Digistore24, and Asana to streamline operations. E-commerce Customer Service Manager Feb 2020 - Present Handled the following Brands: Gamersupps, Full Violence, Maison Minimalist, Happivize Managed customer support, chargebacks, and dispute resolution across multiple brands. Handled Shopify store management, logistics, and courier relations. Led Trustpilot outreach, improving brand reputation. Conducted content creator collaborations to boost engagement. Created and optimized workflows, SOPs, and macros for efficiency. Managed social media moderation and customer interactions. Tools Used: Gorgias, Zendesk, Freshdesk, HubSpot, Shopify, WooCommerce, PayPal, Klarna, Stripe, Authorize.net, Clickbank, Digistore24, Kajabi, CheckoutChamp, Meta Business Suite. Billing & Sales Specialist - Sutherland (AT&T) July 2018 - January 2020 Assisted customers with billing inquiries, adjustments, and upgrades. Increased customer retention through upselling and personalized solutions. Resolved billing disputes while ensuring compliance with company policies. Technical Support - Teleperformance (COMCAST) May 2017 - June 2018 Provided technical support for TV, internet, and phone services. Maintained high customer satisfaction scores (CSAT). Diagnosed and resolved equipment and service issues. KEY SKILLS Customer Service & Dispute Resolution: Chargebacks, refunds, customer retention, KPI monitoring. E-commerce & CRM Platforms: Shopify, WooCommerce, Kajabi, CheckoutChamp, Digistore24. Helpdesk & Communication Tools: Gorgias, Zendesk, Freshdesk, HubSpot, Customerly, Asana, Google Workspace. Billing & Payment Processing: PayPal, Klarna, Stripe, Authorize.net, ChargeBack Help, Clickbank. Marketing & Community Engagement: Social media management, content creator outreach, Trustpilot review management. Technical Support: Troubleshooting, service optimization, customer education.