FELYN GRACE VANZUELA EPIZ
Unit 5 Mikaella Mansion San Roque St. Bgy. Kapitolyo Pasig City, Philippines 1603
(M):- / (E):-Motivated Customer Service Representative for over six years of experience in phone, email and chat
customer service with a superb record of customer satisfaction. Provided leadership in a team and
supervised associates. Trained, coached and motivate associates to perform at their best. Aiming to use
my proven skills to effectively fit in your company.
PROFESSIONAL EXPERIENCES
IBM DAKSH / CONCENTRIX DAKSH SERVICES PHILS. CORP. (JULY 2012-AUGUST 2017)
Customer Care Specialist (Amazon.com) – July-
• Handled inbound calls, email and chat for a variety of services for online shopping account.
• Enthusiastically conversed and built connection via customer engagement and personalization.
• Address customer service inquiries and resolve issues in a timely and accurate fashion.
• Built customer loyalty by conducting outbound calls for follow ups.
• Consistently meets and exceeds productivity goals and provide the best customer experience by
increasing customer satisfaction and hitting every metrics.
Subject Matter Expert (Amazon.com) – October-
• Provided accurate answers to agents in response to their inquiries with product knowledge.
• Reinforced the team to get lot of customer satisfaction by improving their customer interaction.
• Assisted members with updates, material request and approval for exceptions to policies.
• Handled supervisory calls with complex issues and provide better resolutions.
• Provided real-time assistance by doing floor walk and remote barging.
Team Leader (Amazon.com) – October 2016-August 2017
• Managed a team consisting of 15-25 agents in a blended environment, observing proper
conduct and adhering to protocol to ensure smooth operation of the company business.
• Responsible for administrative tasks such as uploading shift schedules, extracting data and
creating reports through MS Word and MS Excel.
• Worked with upper management and conducted weekly business review to discuss each team’s
standing and come up with an action plan.
• Provided performance review and coaching sessions and developmental feedback on a
weekly/monthly/quarterly basis.
• Conducted team huddles throughout the week and rolled out new account updates.
• Continuously improve and raised the bar on customer experience and aligning our aim to
provide a better customer experience.
ESL Teacher | Bibo Global Opportunity
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Conducted video class for students ie. Japanese in using English as a secondary language.
Shared best practices on how to improve their vocabulary and interaction to show best results.
Plan, prepare, and teach well developed lessons which enthuse and inspire students, and
promote enjoyment of learning.
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Assess, track, and provide relevant and timely feedback on achievement (performance and
growth) and developmental needs to students.
Write reports on students with clear formative comments and targets as to how to improve
work by defined deadlines given and provide regular estimated grades and feedback on
assessments.
Created a fun-filled environment while learning English.
IDEAS UNLIMITED – Upwork
CSR for Email and Phone Support (Patpat.com) – November 2017-May 2018
• Tasked to respond to customer’s inquiries thru email in a timely manner with the best resolution
provided.
• Targeted 100-120 emails/tickets per day.
• Handled inbound and outbound calls for product and services inquiries.
• Contacted different couriers to check for the status of packages.
SME – Upwork
Virtual Assistant – May 2018 – September 2018
• Doing purchase orders, entering bills, invoices, credits using Quickbooks
• In contact with the manufacturer for inventory and drop shipping
• Managed Amazon seller central account for order updates, returns and refunds and buyer-seller
messaging
• Provided support to customers during and after sales
EDUCATION AND RECOGNITION
2010, Polytechnic University of the Philippines – Sta. Mesa Manila
BS Office Administration
2014, Concentrix Daksh Services Phils. Corp – Promoted as SME
2016, Concentrix Daksh Services Phils. Corp – Promoted as Team Leader
