Marites Dumalagan

I've been in the E - Commerce industry for over 7 years, primarily working in Customer Care, handling various roles Team leader, quality associates, fraud & payments associate and email support. I also have a call center background for nearly 5 years as customer service representative. A Customer Service expert with a strong background in Order Management involving order processing, refunds & replacement processing.

Versatile employee that can easily adapt and embrace changes, able to multitask, and manage to change priorities in a fast-paced environment, and would go above and beyond to surpass goals and objectives.

Highlights of my experience include…

Spearheaded a project that will increase overall NPS

Conducted a BPO Caravan for Customer Experience enhancement

Overseeing up to 35 employees at a time while delegating tasks, conducting performance evaluations, identifying areas for improvement, and delivering positive feedback to boost morale.

Initiated a task force to combat DSAT and to decrease backlog cases

In-charge of SOP implementation and revision

During my tenure, we consistently hit the CSAT score target at 90%,  and NPS score increased to 5% that generated revenue for the business.

Looking to establish a career in freelancing with the help of my previous experience and diverse skill set.