Ernida Esplana

ERNIDA ESPLANA CUSTOMER SERVICE MANAGER PERSONAL PROFILE CONTACT ME AT I am a Customer Service Expert and I specialize in Customer Support. I can wear many hats and I am a reliable resource for your project. - https://www.linkedin.com/in/ni dsesplana/ MOBILE | WHATSAPP:- |- SKYPE: Techie_1978 WEBSITE: https://nidsvirtualplug1.wixsite .com/nidsesplana SKILLS SUMMARY I am experienced user of Gorgias, Zendesk, Freshdesk, Helpscout, GrooveHQ, Intercom, and Hubspot. I specialize in Customer Support and anything about Ecommerce using Shopify and other 3PL. I have over 14 years of solid customer support experience. I am a multiskilled support person. I can support dropshipping too. Skills Shopify Management Customer Service Administrative Support Etsy and Amazon Admin Content Moderation Education I finished BSBA Computer Management at the Lyceum of the Philippines in 2000. Mindful Health LLC- CHS Manager Dec 19, 2016 – August 2020 I manage a team of 10 people in my team, monitor their KPIs that include number of solved tickets, CSAT, Sales from upsells on a weekly basis Coach the agents Perform meetings with the management team Prepare reports Mindful Health LLC - Customer Service Representative Aug 25, 2016 - Dec 18, 2016 Respond to, triage, and resolve customer support emails (mostly shipping inquiries) Work with Manager of Operations to manage support issues and create efficient processes Report on general temperature for customer support issues Pass along any promising customer ideas and suggestions to the rest of the team HelperChoice | Yoopies - Part-time Customer Service Officer May 2018 – March 2020 Consistently provides genuine, friendly, personable and professional service while promoting company products -Solve problems for customers with the right tone and attitude through multi-channels: phone, email, social media. WORK HISTORY Doggy Style Clothing – Part-time Customer Service Jun 2, 2018 - Jul 15, 2019 Modern Karmavore – Part-time Customer Service Oct 24, 2018 - Apr 9, 2019 Shoparoo – Customer Service Jan 17, 2017 - Dec 14, 2018 Raposo Fitness Enterprise – Full time Customer Service May 21, 2016 - Dec 14, 2018 Flexmatdex – Ecommerce Customer Service & Admin May 15, 2015 - Jan 6, 2017 Respond to customer service issues and enquires on our social channels and email (using Zendesk) Manage returns and exchanges via our online shopping system (Shopify) Deal with disputes and resolution Organise invoicing and reconciliation between orders system and the supply chain manager Kanjoya – Experience Project - Content Moderator and Customer Support Agent Aug 1, 2015 - Apr 22, 2016 Respond to support questions from users using Desk.com. Utilize given admin tools to review, remove or restore content on the site. (Comments, Questions, Stories, Photos, Groups). Use the Community Guidelines to make decision on whether accounts should be suspended or deleted, and whether content should be removed or not. Make a huge impact in a supportive community by removing Spam, Hate, Harassment, Trolling, and inappropriate posts. Escalate issues as necessary. Ignite Web Marketing - BrightWhite Smile Pro – Part-time Customer Service/Administrator April 2015 - Present Keep data records Email handling Order Fulfillment Stock Inventory Check Tracking Info follow up Return/Reship/Replacement WORK HISTORY Fuse Labs – Socl - Community Manager and Moderator Apr 9, 2015 - Aug 3, 2015 Post Content Remove spam and flag contents Wish - Customer Satisfaction Specialist – Fulltime Aug 26,2014 - Mar 7, 2015 Respond to, triage, and resolve customer support tickets Work with Manager of Operations to manage support issues and create efficient processes Report on general temperature for customer support issues Pass along any promising customer ideas and suggestions to the rest of the team MRO Supply – Customer Service Feb 14, 2013 - Jan 13, 2014 Process website orders Answer emails sent to customer service Submit Purchase Orders to Vendors Follow up on PO's and SO's with Vendors and Customers Report progress on Order log system Process RMA/RGA Manage live chat support 24/7 CustomerPhils. Inc - Tier 2 Tech Support July 2008 - September 2012 Multitask such as simultaneously using telephone and computer skills Effectively resolve problems and be efficient in a fastpaced environment Configure and troubleshoot Internet applications (browsers, email, etc.) -Apply advanced knowledge of computer hardware, software, and operating systems (Windows and Macintosh), networks, and servers Configure and troubleshoot internet security software (firewall, anti-virus, etc.) Hardware installation and networking Teleperformance - Level II Tech Support (Verizon) July 2007 - December 2007 Provide technical support on basic operational or maintenance of personal computers and /or peripherals using documented procedures and available tools Act independently to resolve support calls that are technically complex nature WORK HISTORY TeletechCustomer Care Management Phils - Tech Support Level I December 2006 - June 2007 Provide technical support on basic operational or maintenance of personal computers and /or peripherals using documented procedures and available tools. Act independently to resolve support calls that are technically complex in nature. Provide technical support on windows versions computer-supported like windows ’98, ME, 2000, XP using documented procedures and available tools. Configure and troubleshoot networks (TCP/IP, File/Print Sharing, DNS, etc) Diagnose and troubleshoot the cause of unusual slowness or Internet problems. When necessary, refer to the vendor if out of scope or transfer to Dispatch or other departments as needed. Positive Vision Inc. (Home TV Shopping) - Team Leader November 2005 - September 2006 Generate team reports and prepares decks for reviews. Handle the team’s metrics Ensures that targets are met and done beyond. Coaching for agents, takes in escalation calls and handles customer complaints, and is in charge of agents schedule and payroll. Positive Response Vision, Inc. (Home TV Shopping) - Quality Analyst September 2003 - November 2005 Call listening, mac calls Generate reports/relevant data for quality and operations and provides initiatives to the program. Provide recommendations for process improvement. Maintain and guarantee adherence to company policies without sacrificing the service being provided. Provide coaching and/or feedback for the holistic development of agents in the business. Positive Response Vision, Inc (Home TV Shopping) - Inbound/OutboundRepresentative March2003 - September 2003 Keep customers updated by sending brochures of items in promo via fax and mail. Process payments over the phone Follow up the schedule of shipping Assist walk-in customers in the showroom Submit customers' feedback, suggestions, and complaints to the CSR head