Lady Mirana

LADY MIRANA C U S T O M E R S E R V I C E M A N A G E R - PROFILE - A customer service professional with over 10 years experience. A Surrey, BC Canada SKILLS manager who leads from behind the team, ensuring that each member is mentored and uplifted to reach his full potential. EXPERIENCE Strong Communication CUSTOMER SERVICE MANAGER Problem-solving Apex Alliance, LLC Strategic thinking 2020 - Present Customer focus Conflict resolution Leading and managing of Customer Service Team - Managing schedules, assessing monthly performance, training and development. Stepping in when representatives are unable to resolve issues independently. Strategy planning and implementation - Developing and implementing effective customer support strategies to meet the needs and expectations EDUCATION of customers. Includes establishing policies and procedures for handling customer inquiries, complaints, and feedback. Quality Assurance: Monitoring and evaluating the performance of BS PSYCHOLOGY customer service representatives to ensure they adhere to company University of Mindanao Davao City, Philippines standards. This may involve conducting regular performance reviews, 2017 Recruitment - Writing job posts, posting on recruitment platforms and providing feedback, and implementing improvement plans. social media, screening applicants, interviewing, creating job offers for the Customer Service team. Resolving Issues with Amazon - Contacting Amazon Seller Support for any concerns affecting the company such as overcharging of FBA fees, product listing technical issues, etc. SOFTWARE AND PLATFORMS Amazon Seller Central CUSTOMER SERVICE REPRESENTATIVE Apex Alliance, LLC 2014 - 2020 Interacting with customers and ensuring satisfaction by resolving concerns Helpscout in the soonest possible time. ClickUp Collaborating with other departments within the organization, such as sales, CallHippo marketing, or product development to address customer needs effectively. ClickFunnels Assisting customers with placing orders, tracking shipments, and providing Helium10 order-related information. Processed refunds and replacements. Sellerise Shopify Klaviyo Daily monitoring of Amazon FBA fees Monitoring and reporting review merge fraud Checking and reporting of negative seller feedback Reporting of negative reviews Slack Wordpress FreshDesk FreshChat Onsite Support (by Threecolts) GENERAL VIRTUAL ASSISTANT Pixel Factory 2012 - 2013 Responsible for finding the best keywords and make the company’s games rank on top of Google Play Review games/ apps and submitted them to Google Play Write games and app descriptions, making sure they keyword-optimized Handle any tasks as the need arises including writing, researching, etc.