Kristianie Marie David

KRISTIANIE MARIE DAVID Cu s t omer S er v i ce / Q u al i t y A s s u r an ce S peci al i s t Profile I have always gone above and beyond for customers and my clients. I possess a natural ability to build relationships and solve problems, which makes me confident that I can provide excellent service. Work Experience -- SUTHERLAND GLOBAL SERVICES INC. Failrane Subd. Tarlac City, Philippines Amazon Customer Service Live chat support and sometimes flex-taking inbound Education APRIL calls. 20 18 Assisting in placing orders, – refunds, replacements, and AUGUST Associate in Hotel Services 2019 tracking orders, walk-through on how to place orders STI Dagupan online, assisting in resetting their 2013 - 2015 password Collection Specialist Associate in Business Information System Outbound calls, calling AMA University customers with delinquent 2015 - 2018 accounts, and offering a possible resolution for them. Expertise Handling and sending and billing inquiries. Calendar Management Graphic Design Inbox Management Time Management Quality Assurance Software Experience GSuite MS Office Gorgias Zendesk ReAmaze Zoho LiveChat SITEL INC. Customer Service Representative AUGUST 2019AUGUST 2020 Inbound calling, assisting in placing orders, refunds, replacements, and tracking orders. Also, we offer to cross-sell and upsell for the customer when placing their order, assisting in resetting their password Basic troubleshooting with the products they purchased Avas Flowers AUGUST 2019 AUGUST 2020 Customer Service Representative Inbound calling, assisting in placing orders, refunds, replacements/redelivers, and tracking orders. Save orders (retention) and offer a possible resolution to the customer. Handle tickets that need follow-up with either customer, shop, or recipient Outbound calls for follow-up and updates about the order OCTOBER 2020 JANUARY 2021 Alorica Clark (Fix Term) Customer Service Representative - Logistics Account Inbound calls assist customers to track their packages and provide their tracking numbers. Assist customers in filing claims for missing or lost packages Assist customers in rerouting or changing the delivery address for their packages and assist customers in creating labels for shipments. We are forwarding additional information needed for the delivery to the driver or operator. JANUARY 2021 JULY 2021 1840 AND CO. (Contractual) Technical Support Representative Investigate and resolve customer issues, and complaints with the app Provide technical support to customers by assisting with app navigation, troubleshooting, and resolving technical issues. Collaborate with cross-functional teams, including developers and product managers, to provide input on customer issues and contribute to product improvements. JAG LLC. JULY 2021 MARCH 2022 Quality Assurance (Part-Time) Monitoring, inspecting, and proposing measures to correct or improve a company's final products and processes in order to meet established quality standards with Customer service support. Listen to, accurately identify, and record customer issues in customer service calls Creates weekly and monthly performance reports based on a template gathering information from excel file Breetly LLC (Contractual) JULY 2021 MARCH 2022 E-commerce VA Product Research, Order Processing, File Flat and uploading items for Target, Monitor Account Health, Account maintenance Organizing catalog, monitoring listings, identifying the root cause of stranded/suppressed listings, making the listing corrections, managing orders, and returns, and fixing stranded inventories Email Customer Service Representative where I respond to emails from customers regarding their order issues APRIL 2022 OCTOBER 2022 Natural AI (Amazon) Order processing (Part-time) Manually placing the order on the Amazon website, depending on what items the customer placed on the company database Checking stranded orders and trying to reorder depending if there is another seller for the same item Checking refund and replaced orders, checking the tracking info and manually sending it to the customer if they did not receive a notification. NOVEMBER 2022 - FEBRUARY 2023 Balsam Brands (Fix term) Order Processing Support Assist CSR agents in processing replacement, refund, and track orders in the client’s internal database Transfer CSR agents to the right department to assist with the issue of the customer TalentPop (Contractual) Customer Service Representative Inbound/Outbound and Email/Chat assisting customers to track FEBRUARY 2 023 - February 2025 their packages and provide their tracking numbers Create Return labels, Create labels for shipment of replacement and missing orders in the internal logistic account of the client Social media management Outbound email marketing and asking for reviews from customers who have already purchased with the company Data entry - Maintains database by entering new and updated customer and account information Filing missing and damaged claims to the carrier and checking the claim status Quality Assurance Specialist Data cleaning of customer service error reports ensuring accuracy and correct categorization Listen to, accurately identify, and record customer issues in customer service calls Creates weekly and monthly performance reports based on a template, gathering information from Google sheet Send monthly or bi-weekly reports about the Team's Quality performance and score. Set shadowing sessions and coaching with the agent twice or once to monitor their responses and discuss their lowlight and improvements.