SHAIKO ADALID
CUSTOMER SUPPORT, E-COMMERCE TEAM LEADER
Experienced eCommerce Team Leader for 2 years and Customer Support for
nearly a decade, optimizing operational efficiency and driving revenue growth.
Proven success in leading teams, to achieve business goals. Operations champion
in customer satisfaction, a team player, fostering a collaborative work
environment. Seeking to leverage my leadership and customer support expertise
to contribute to the success and growth of a forward-thinking organization.
Work Experience:
eCommerce Team Leader
MSHZ International Inc |
CONTACT-
Zone #10 Bry San Roque
Antipolo City, Philippines
Key Skills:
Quality Assurance and
Process Improvement
Customer Service Omnichannel Support
Streamlining workflows
Technical Proficiency
Adaptability to Rapidly
Changing Environment
Customer Support Software
(Zendesk, eDesk)
Languages: English and Filipino
Dec 2021 – Dec 2023
Achievements:
Improved Amazon, eBay, and Shopify Metrics such as Order defect rate, Seller rating, Customer
retention & A-to-Z Guarantee Claim Rate based on monthly feedback, and passing rate by
providing excellent customer service
Streamlined the resolution process for customer inquiries and complaints by creating templates
and enhancing workflows, reducing resolution and handling time.
Established effective communication channels between customer service teams and other
departments, fostering collaboration and ensuring prompt issue resolution by producing a crossdepartmental data document
eCommerce Team Captain & Omni-channel Customer Support
Boldr Philippines | July 2019-November 2021
Achievements:
Maintained a passing rate across key metrics such as Average Handling Time, First Contact
Resolution, Customer Rating, and SLA through effective team collaboration actively engaging
in continuous learning and seeking areas of improvement
Successfully navigated and surpassed the ramp-up events, demonstrating proficiency and
adaptability in meeting client requirements and exceeding expectations has led to the renewal
of the contract for 2 different big brands/campaigns from the United States.
Effectively orchestrated the multifaceted responsibilities of managing payroll, scheduling, and
team coaching while overseeing a geographically diverse team across South Africa, the
Philippines, Canada, and the United States through meticulous planning and proactive
communication ensuring that it is aligned with the company and client objectives
Inbound Customer Service Representative
Lycamobile Philippines | July 2017-June 2019
Achievements:
Collaborated effectively with colleagues to meet and surpass performance benchmarks such
as average handling time, first call resolution, and customer satisfaction ratings
Contributed to the overall performance of the site by consistently demonstrating punctuality
and a strong work ethic through diligent adherence to schedules and a commitment to
excellence in every task
Consistently received top scores on quality assurance evaluations, demonstrating meticulous
attention to detail and commitment to delivering excellence in every aspect of my work
Technical Support/Customer Service Representative
Convergys Philippines | June 2015-January 2017
Achievements:
Recognized as one of the Convergys Hall of Fame Agents, who successfully achieved awards
for 4 consecutive quarters as a Top Performer by consistently exceeding the performance
targets as a Billing and Retention Specialist, resulting in increased customer satisfaction and
loyalty
Contributed to the team’s success, by fostering a positive and productive work environment,
and sharing best practices to support teammates that are struggling with their performance.
Facilitated a successfully training sessions, mentored and coached new batches of employees,
equipping new team members with the necessary skills and knowledge to effectively handle
their responsibilities
Education: Bachelor’s Degree
Bachelor in Secondary Education,
Major in Technology and Livelihood
Education)
Education:
Tools and Platforms Used:
(CRM, Helpdesk, Payroll, Schedule,
Sales Channels)
University of Rizal System Antipolo Campus – Antipolo City
-)
San Jose National High School -Antipolo City
(2004--2008)
Juan Sumulong Elementary School (Antipolo City)
-)
Tools:
Zendesk, eDesk, FreshDesk
Aircall, LiveChat, Kustomer App,
Slack, Google Suites, Microsoft Excel and Word
Sellercloud, Linnworks, Shopify
Shipstation, Shipito, LastPass,
UPS, USPS, Stallion, Wizmo, Canada Post
Amazon Seller Central (CA & USA), eBay 3dseller, Walmart
Uattend, BambooHR,
