Mariecris Cavida

MARIECRIS CAVIDA Customer Service Representative ABOUT ME Highly accomplished Customer Care Associate with 9 years of dedicated experience, consistently exceeding service metrics and driving customer loyalty. Recognized for swiftly resolving complex customer situations and demonstrating a strong commitment to operational excellence. Adept at leveraging deep product/service knowledge to provide accurate, timely, and courteous support that builds long-term customer relationships. EDUCATION 2001 - 2005 Lucban Academy EXPERIENCE 2022 - 2026 Etaily Remote - Code Ninja Remote 2020 - 2021 IQOR Remote Customer Care Associate / Admin & Back-Office Support Responded to customer inquiries via email, chat, and ticketing systems Managed orders, including cancellations, returns, exchanges, and store credits Coordinated with warehouse and fulfillment teams to resolve order and product issues Monitored payments, processed refunds, and handled chargebacks Escalated complex issues and ensured SLA compliance Created and implemented SOPs to improve efficiency and consistency Customer Service Representative Delivered real-time, accurate assistance via chat, email, and phone efficiently resolving concerns and ensuring customer satisfaction. Handled all client document requests, providing necessary information and clear guidance to process needs quickly. Expedited request handling by accurately gathering key customer details and seamlessly routing them to the correct specialist for immediate follow-up. Chat Support Representative Seasonal Account Worked with a retail company providing customer support via chat. Assisted customers with order inquiries, shipping follow-ups, cancellations, and return/refund requests. Ensured accurate information was provided while maintaining a professional and empathetic tone. 2018 - 2020 Teletech Cubao, Quezon City Philippines Customer Support Representative Handled high-volume phone, chat, and email support, resolving customer concerns efficiently. Coordinated with merchants and Dashers to ensure accurate order placement and delivery. Processed refunds, cancellations, and complex order inquiries promptly. SKILLS Customer Service Back Office Support Process Optimization Order & Payment Data Entry SOP Development Management TOOLS ClickUp Shopify Freshdesk Slack Zendesk Google Workspace Gorgias Salesforce ChatPlusAI Problem-Solving