MAREEYA KATHRINA SUGANOB
CUSTOMER SUPPORT SPECIALIST & TEAM MANAGER
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DIPOLOG CITY, PHILIPPINES-MY VIDEO INTRODUCTION
UPWORK PROFILE
LINKEDIN PROFILE
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Experience
Le
Customer-focused professional
with a passion for delivering
exceptional service. Seeking to utilize
strong communication and
problem-solving skills to ensure
positive customer experiences and
contribute to the your company’s
growth and success!
CRM & Messaging Platforms:
✔ Zendesk
✔ Crisp
✔ ManyChat
✔ Xsellco
✔ Wati
✔ FreshDesk
✔ Intercom
✔ Teamwork
✔ eDesk
✔ Drift
✔ Gorgias
✔ FreshChat
E-Commerce Platforms:
✔ Amazon ✔ Shopify
✔ Etsy ✔ eBay
Well versed with:
✔ Slack ✔ Skype
✔ Trello ✔ Hangouts
✔ Zoom ✔ Asana
✔ Monday ✔ GSuite
✔ Microsoft ✔ Dropbox
✔ Airtable ✔ Canva
Personal Skills:
✔ Adaptability & Flexibility
✔ Fast Learner & Dependable
✔ Team Work & Communication
✔ Time Management & Organized
✔ Dedicated and Passionate
Other Experiences:
・Content
Moderation Specialist
PowerReviews-
・Quality
Assurance Analyst
GVD LLC-
・Outreach
Specialist
SkyRocket-
・Customer
Service Representative
PH BPO Companies-
Customer Support Team Manager (Freelancer)
AOP Plus LLC | POD & Dropshipping | 2016 - Present
Team Leadership for Service Excellence: Direct and oversee the customer support team
to ensure exceptional service delivery to all customers.
Feedback and Development: Provide constructive feedback and conduct performance
reviews, fostering continuous improvement and skill development among team members.
Queue Management and Timely Resolutions: Vigilantly monitor ticket queues, ensuring
prompt handling of inquiries for timely resolutions and heightened customer satisfaction.
Strategic Service Enhancement: Analyze and strategize initiatives to optimize the support
team's service quality, enhancing customer service experiences through improved processes.
Thorough Data Analysis for Proactive Solutions: Conduct in-depth data analysis on ticket
trends, customer concerns, and complaints to proactively identify patterns and improve
service quality.
Effective Escalation Management: Skillfully manage escalations and proactively engage
with clients facing negative reviews, resolving issues to maintain positive client relationships.
Customer Support Analyst (Freelance)
SatisSup | Amazon SC & Ebay Store | 2018 - Present
Managing Tickets and Communication: Oversight of ticket handling and communication
across multiple client stores in Amazon Seller Central, ensuring prompt responses to customer
inquiries
Order Processing and Feedback Management: Proficiently manage orders and replacements
on Amazon and eBay. Provide constructive buyer feedback on eBay and handle reviews on both
platforms.
Promotional Claims and Optimization: Efficiently process promotional claims using Watti for
the eBay Store, enhancing engagement strategies.
Escalations & Community Manager (Freelance)
Easy Whim | Shopify Ecom Business | 2018 - 2020
Proactive Review Management: Strategic handling of reviews using the Shopify Review App
to enhance brand perception and engage with customers.
Facebook Community Engagement: Daily moderation in two Facebook communities to
resolve queries, maintain brand image, and foster community spirit.
Customer Service Implementation: Execute proactive customer service tasks aligned with
established frameworks for consistent high-quality support.
Multichannel Inquiry Handling: Effectively manage various customer inquiries, complaints,
and order issues through chat and email for prompt resolutions.
Product Information Assistance: Provide accurate product information and
recommendations, aiding customers in informed purchase decisions.
Virtual Assistant (freelancer)
Zbuys LLC | Amazon Store | 2015 - 2018
Amazon Product Listing Management: Detailed creation of Amazon product listings from
manufacturer sites for accuracy.
Product Uploads and Optimization: Upload products, conduct profit analysis, update
suppressed listings, and develop targeted Amazon ads for improved sales.
Product Image Enhancement: Perform photo editing to improve product visuals and
optimize images for online markets.
