Capariño, Kris Russelle Razo
Contact Details
Email
Skype ID:
Skype ID:
:-: live:4749cac9a5d521e0
: live:4749cac9a5d521e0
Personal Information
Date of Birth
Nationality
Gender
Marital Status
: 30 July 1990
: Filipino
: Female
: Married
Qualifications
QUALITIES:
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A very flexible type of person. Can adjust to the different tasks that will be given.
Can write and speak English language fluently.
Hardworking and always finishes a given task.
Excellent English communication and public speaking skills.
Computer literate, can type 45 wpm. Understands MS Word and Excel.
Easy to deal with and always knows how to handle constructive criticism/feedback.
Passionate and loves customer service.
TECHNICAL SKILLS
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Familiar with eCommerce websites such as Amazon, Ebay, Shopify, Bestbuy etc.
Understands MS Office applications - MS Office, Excel, PowerPoint
Knowledgeable with Cloud (web storage) – Dropbox, Google Drive
Knowledgeable with Google Sheets, Documents, Slides, Keep, Drawing
Social Media platforms like Facebook, Instagram, Twitter
Knowledgeable with other communication apps (Skype, Google Hangouts, Viber, Whatsapp, Google
Voice)
Simple Bookkeeping/accounting/Payroll tasks using Xero, QBO, NetSuite and excel, Gusto
Lead Generation - experience in searching for YouTubers, Instagrammer, and podcasters
Experience in using CRM tools like Zoho Desk, Zendesk, Xsellco, Gorgias, Salesforce, Onsite
Knowledgeable in using Amazon Seller Central
Employment History
Company Name : Yippee Daisy (Etsy Store)
Link to website : https://www.yippeedaisy.com/
Position Title : Customer Support
Specialization : Order follow up, Customer service
Industry
: e-Commerce
Date : August 2021 - December 2021
Work Description:
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Answer emails within 24hrs
Ensure customer satisfaction
Process returns, RMA’s, refunds and coupon codes
Company Name : Goat Consulting
Link to website : https://www.goatconsulting.com/
Position Title : Data Entry and Research Specialist
Specialization : Research, Data entry, Amazon
Industry
: e-Commerce
Date : August 2019 - October 2019
Work Description:
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Answer emails within 24hrs
Ensure customer satisfaction
Process returns, RMA’s, refunds and coupon codes
Manage negative reviews and seller feedback by reaching out to the customers and offer assistance
Create SOP’s for new processes.
Company Name : Heze LLC
Position Title : Virtual Assistant, Customer Experience Manager
Specialization : Admin tasks & Customer Service Team Lead
Industry
: e-Commerce Aggregator
Date : January 2021 - March 2024
Work Description:
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Identifying trends, issues, and formulating the best resolution for the customers.
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Creating Cases with Amazon:
○ Managing and resolving various issues with Amazon, such as order problems, account
suspensions, or policy violations.
Refunds:
○ Handling and processing customer refund requests, ensuring timely and accurate
reimbursements for eligible cases.
Customer Service:
○ Providing support to Amazon customers, addressing inquiries, concerns, and issues to
ensure a positive shopping experience.
Responding to Seller Feedback and Removing Negative Feedback:
○ Monitoring and managing seller feedback on Amazon, actively addressing negative
feedback and working to have it removed or improved.
Responding to Product Reviews (Amazon and Trustpilot):
○ Engaging with customers through reviews on Amazon and Trustpilot, addressing
product-related comments and concerns to maintain a positive reputation.
Managing FBA Shipments:
○ Handling the logistics of Fulfillment by Amazon (FBA) shipments, ensuring products are
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delivered to Amazon warehouses and managing inventory levels.
Reconciliation:
○ Verifying financial records to ensure consistency and accuracy, identifying and resolving
discrepancies in transactions.
Inventory Management:
○ Overseeing stock levels, restocking, and inventory control to avoid stockouts or
overstocking issues.
Creating Shipping Plans:
○ Preparing shipping plans for Amazon, ensuring products are distributed efficiently to
various destinations.
Requesting Reviews:
○ Encouraging customers to leave reviews for products or services on Amazon or other
relevant platforms to boost reputation and trust.
Matching Negative Reviews to Customer Orders:
○ Associating negative product reviews with specific customer orders for targeted issue
resolution and feedback management.
Website Chat Support (Gorgias, Zendesk):
○ Providing real-time customer support through chat on your website, utilizing tools like
Gorgias or Zendesk to manage and track interactions.
Website Content Management and Auditing:
○ Maintaining and auditing the content on your website to ensure accuracy, relevance, and
compliance with company standards.
○ Updating FAQs and help center
Handling Chargebacks:
○ Addressing and resolving customer-initiated chargebacks, which involve disputing or
reversing credit card transactions.
Fulfilling Orders:
○ Managing the process of receiving, processing, and shipping customer orders, ensuring
timely and accurate delivery.
App Management (e.g., Recharge and Reviews Importify):
○ Managing and configuring various software applications and plugins used in your business
operations, such as Recharge for subscription management or Reviews Importify for
importing reviews.
Managing the Logistics Part of the Business:
○ Overseeing the transportation and distribution of products, coordinating with suppliers,
freight forwarders, and other stakeholders to ensure smooth operations.
Placing Orders with Chinese Suppliers:
○ Managing the procurement process by communicating with Chinese suppliers, placing
orders, and tracking shipments to meet demand.
Arranging the Shipping of Finished Products with a Freight Forwarder:
○ Coordinating the transportation of completed goods with a freight forwarder, ensuring
efficient and cost-effective shipping.
Tracking Containers and Ensuring Complete Items Arrival:
○ Monitoring the status of shipping containers and confirming that all items ordered have
arrived at the designated warehouse, whether at Amazon or a third-party logistics provider
(3PL).
Creating FBA Shipments and Monitoring Each Shipment:
○ Preparing and managing FBA shipments, ensuring compliance with Amazon's requirements
and tracking each shipment's progress.
Reconciling Missing Units:
○ Investigating and rectifying discrepancies in inventory by ensuring that all products are
accounted for and identifying any missing units.
Document Management:
○ Safeguarding and organizing essential documents such as Bills of Lading (BOL), Proof of
Delivery (POD), Commercial Invoices (CI), Packing Lists (PL), and Duty Sheets.
Recruiting and Training:
○ Managing the process of recruiting and training customer service (CS) candidates to build
an effective CS team.
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Onboarding and Training New VAs:
○ Welcoming and providing training to new Virtual Assistants (VAs) to ensure they are
well-prepared for their roles.
Walmart and eBay Store Management:
○ Overseeing operations related to Walmart and eBay stores, including product listings,
customer service, order fulfillment, and returns/refunds.
A/R Clerk and Bookkeeping (QBO and NetSuite):
○ Managing accounts receivable (A/R) and bookkeeping tasks using QuickBooks Online (QBO)
and NetSuite, including creating sales orders, estimates, invoices, chasing payments, and
reconciling transactions.
Creating Sales Orders (NS) and Estimates (QBO):
○ Generating sales orders in NetSuite (NS) and estimates in QuickBooks Online (QBO) to
document sales transactions.
Chasing Customers for Payments (ARs):
○ Actively following up with customers to ensure outstanding payments are collected in a
timely manner.
Reconciling Transactions in QBO and NS:
○ Verifying the accuracy of financial transactions in both QuickBooks Online and NetSuite to
maintain precise financial records.
Updating Wholesale Tracker:
○ Maintaining and updating a wholesale tracker to keep track of all accounts receivable (ARs)
and ensure they are properly managed and reconciled.
Company Name : Hathaspace
Link to website : https://hathaspace.com/
Position Title : Virtual Assistant, Customer Experience Manager for the brand
Specialization : Admin tasks & Customer Service
Industry
: e-Commerce
Date : June 2019 - June 2021
Work Description:
●
●
●
●
●
●
●
●
Creating Cases with Amazon:
○ Managing and resolving various issues with Amazon, such as order problems, account
suspensions, or policy violations.
Refunds:
○ Handling and processing customer refund requests, ensuring timely and accurate
reimbursements for eligible cases.
Customer Service:
○ Providing support to Amazon customers, addressing inquiries, concerns, and issues to
ensure a positive shopping experience.
Responding to Seller Feedback and Removing Negative Feedback:
○ Monitoring and managing seller feedback on Amazon, actively addressing negative
feedback and working to have it removed or improved.
Responding to Product Reviews (Amazon and Trustpilot):
○ Engaging with customers through reviews on Amazon and Trustpilot, addressing
product-related comments and concerns to maintain a positive reputation.
Managing FBA Shipments:
○ Handling the logistics of Fulfillment by Amazon (FBA) shipments, ensuring products are
delivered to Amazon warehouses and managing inventory levels.
Reconciliation:
○ Verifying financial records to ensure consistency and accuracy, identifying and resolving
discrepancies in transactions.
Inventory Management:
○ Overseeing stock levels, restocking, and inventory control to avoid stockouts or
overstocking issues.
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
Creating Shipping Plans:
○ Preparing shipping plans for Amazon, ensuring products are distributed efficiently to
various destinations.
Requesting Reviews:
○ Encouraging customers to leave reviews for products or services on Amazon or other
relevant platforms to boost reputation and trust.
Matching Negative Reviews to Customer Orders:
○ Associating negative product reviews with specific customer orders for targeted issue
resolution and feedback management.
Website Chat Support (Gorgias, Zendesk):
○ Providing real-time customer support through chat on your website, utilizing tools like
Gorgias or Zendesk to manage and track interactions.
Website Content Management and Auditing:
○ Maintaining and auditing the content on your website to ensure accuracy, relevance, and
compliance with company standards.
○ Updating FAQs and help center
Handling Chargebacks:
○ Addressing and resolving customer-initiated chargebacks, which involve disputing or
reversing credit card transactions.
Fulfilling Orders:
○ Managing the process of receiving, processing, and shipping customer orders, ensuring
timely and accurate delivery.
App Management (e.g., Recharge and Reviews Importify):
○ Managing and configuring various software applications and plugins used in your business
operations, such as Recharge for subscription management or Reviews Importify for
importing reviews.
Managing the Logistics Part of the Business:
○ Overseeing the transportation and distribution of products, coordinating with suppliers,
freight forwarders, and other stakeholders to ensure smooth operations.
Placing Orders with Chinese Suppliers:
○ Managing the procurement process by communicating with Chinese suppliers, placing
orders, and tracking shipments to meet demand.
Arranging the Shipping of Finished Products with a Freight Forwarder:
○ Coordinating the transportation of completed goods with a freight forwarder, ensuring
efficient and cost-effective shipping.
Tracking Containers and Ensuring Complete Items Arrival:
○ Monitoring the status of shipping containers and confirming that all items ordered have
arrived at the designated warehouse, whether at Amazon or a third-party logistics provider
(3PL).
Creating FBA Shipments and Monitoring Each Shipment:
○ Preparing and managing FBA shipments, ensuring compliance with Amazon's requirements
and tracking each shipment's progress.
Reconciling Missing Units:
○ Investigating and rectifying discrepancies in inventory by ensuring that all products are
accounted for and identifying any missing units.
Document Management:
○ Safeguarding and organizing essential documents such as Bills of Lading (BOL), Proof of
Delivery (POD), Commercial Invoices (CI), Packing Lists (PL), and Duty Sheets.
Recruiting and Training:
○ Managing the process of recruiting and training customer service (CS) candidates to build
an effective CS team.
Onboarding and Training New VAs:
○ Welcoming and providing training to new Virtual Assistants (VAs) to ensure they are
well-prepared for their roles.
Walmart and eBay Store Management:
○ Overseeing operations related to Walmart and eBay stores, including product listings,
customer service, order fulfillment, and returns/refunds.
A/R Clerk and Bookkeeping (QBO and NetSuite):
○
●
●
●
●
Managing accounts receivable (A/R) and bookkeeping tasks using QuickBooks Online (QBO)
and NetSuite, including creating sales orders, estimates, invoices, chasing payments, and
reconciling transactions.
Creating Sales Orders (NS) and Estimates (QBO):
○ Generating sales orders in NetSuite (NS) and estimates in QuickBooks Online (QBO) to
document sales transactions.
Chasing Customers for Payments (ARs):
○ Actively following up with customers to ensure outstanding payments are collected in a
timely manner.
Reconciling Transactions in QBO and NS:
○ Verifying the accuracy of financial transactions in both QuickBooks Online and NetSuite to
maintain precise financial records.
Updating Wholesale Tracker:
○ Maintaining and updating a wholesale tracker to keep track of all accounts receivable (ARs)
and ensure they are properly managed and reconciled.
Company Name : Hearing Choices AU
Link to website : https://www.hearingchoices.com.au/
Position Title : Hearing Success Manager
Specialization : Admin tasks, Customer Service, Appointment Setting
Industry
: Healthcare
Date : June 2019 - June 2020
Work Description:
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Check if the customers are happy with their hearing aid and book them an appointment if they need
assistance
Book appointment for the patients/clients to the nearest audiology clinic (new and existing
customers)
Provide email support
Company Name : Amazon Store
Position Title : Customer Service Specialist
Specialization : Admin tasks & Customer Service
Industry
: e-Commerce
Duration
: June 26, 2018 - May 28, 2019
Work Description:
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Answer emails within 24hrs
Ensure customer satisfaction
Process returns, RMA’s, refunds and coupon codes
Manage negative reviews by reaching out to the customers and offer assistance
Company Name : The Procurement Group UK
Link to website : http://www.procurementgroup.co.uk/
Position Title : Customer Service Advisor
Specialization : Admin tasks, Customer Service, Invoicing
Industry
: Procurement
Duration
: May 27, 2017 - November 17, 2018
Work Description:
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Update the tracker for the suppliers and clients using Smartsheet, Google drive, and Zoho Desk.
Handling accounts receivable using Xero
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Create client invoices using Xero and send their invoices.
Reconcile ARs using Xero
Update AR tracker
Create a report regarding the client's expenses and look for a way for them to reduce costs on
everything a company needs to spend.
Create a process map/flow chart/SOP for every task using Lucidchart.
Update the tracker for the suppliers and clients using Smartsheet, Google drive, and Zoho Desk.
Create Current Cost Schedule, Proposed Cost, and Proposed Savings.
Provide email support, responsible for managing our Support inbox.
Legal document processing (LOA, billing, contracts).
Company Name : Freelance/Short Projects
Specialization : Lead Generation, Email Outreach, Order Fulfillment, Data Entry
Link to website : https://thirdsetnutrition.com/
Link to website : https://thebugsquasher.com/
Work Description:
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Generate leads (prospect clients) by refining search in Google using the parameters set by the client
Reach out to the leads generated via email or phone call and convince them to advertise our
products
Company Name : Teletech Offshore Investments
Position Title : Technical Support Representative
Specialization : Customer Service, Programming, Troubleshooting, Email Handling, Research
Industry
: Call Center / BPO
Duration
: October 2015 – May 2017
Work Description:
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Graveyard shift
Make sure that all calls routed to the extension will be answered.
Program customer’s remote control regardless if it’s a new remote or not.
Troubleshooting a remote that is not working based on how it was programmed.
Using the internet and all other websites to research the product that cannot be controlled by
Harmony Remote properly and how it can be controlled.
Answer all sales inquiry of a customer about our product and assist the customer in placing their
order online to ensure a successful sale.
Process replacement request for a faulty remote and track if the item has been shipped successfully.
Utilization and familiarization of different online shopping sites like Amazon, Ebay, NewEgg, Bestbuy
etc. to check for the availability of our product.
Updating all information in CRM, answering customer concerns that sent via email and do callbacks
if necessary.
Provide support to the onboarding agents
Do root cause analysis to know what are the common workable/controllable issue that most
customers encounter and make sure to get a recommendation to minimize those calls.
Company Name : Telephilippines Inc.
Position Title : Technical Support Representative
Specialization : Customer Service, Troubleshooting, Sales, Billing
Industry
: Call Center / BPO
Duration
: July 2015 – Sept 2015
Work Description:
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Make sure that all calls routed to the extension will be answered.
Answer all sales inquiry of a customer about our product and also assist them with the bills and
some adjustments.
Troubleshooting of the service/equipment that is not working (ex. Cable box, modem, WIFI router,
phone)
Properly log the call by filling out the information in CRM
Upselling/upgrade customer’s subscription
Company Name : Alorica Teleservices Asia Pacific Inc.
Position Title : Sales Representative
Specialization : Sales, Customer Service, Order Processing
Industry
: Call Center / BPO
Duration
: June 2012- June 2015
Work Description
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Make sure that all calls routed to the extension will be answered.
Answer all sales inquiry of a customer about our products and services, every call should be
converted into a sale.
Process orders that have been placed online.
Answer chat inquiries of the customer and ensure a successful sale.
Helping the supervisor in auditing calls, logging agent AFI’s and coaching opportunities.
Assisting colleagues in processing order in iComs and CSG.
Updating the database/sales tracker to monitor the sales for the day.
Coaching co-agents who are struggling with their call handling skills.
Helping the training team in assisting the onboarding agents on how to handle their calls in the first
few weeks (Training Apprentice).
Receive and do outbound calls for follow up and assistance for order issues.
