Marites Dumalagan
Customer Service
Customer Service Expert in E-Commerce for 7 years and nearly
5 years in a call center industry.
Versatile, with impeccable customer service etiquette, advanced
interpersonal skills with the ability to articulate easily with all
levels of the organization. Handled various roles-- Team Leader,
Quality Associate, Fraud & Payments Associate, and Email
Support in the Customer Service department.
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Muntinlupa City PH
WORK EXPERIENCE
SKILLS
BPO Management Sep 2019 – Apr 2020
Lazada E-Services Phil. Inc. BGC Taguig
● Strategize to ensure target KPIs are met
● Monitor daily CSAT score
● Conducted daily/weekly meeting with
BPO Leads & Managers for daily updates,
BPO performance per site, address issues
and or escalations
● Attend to all email escalations regarding
customer concern that can't be resolved by
BPO Leads
● Improve the NPS score by improvising the
survey, deep dive on negative feedback and
recommend action items
● Attend weekly business review per BPO
site
Effective Communication
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Interpersonal Skills
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Leadership Skills
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Adaptability & Flexibility
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Critical & Analytical
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Time Management
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Process Improvement
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Business Analysis
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Management Skills
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Attention to details
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Training & Development
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Work Ethic
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Computer Software
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Quality Associate Jan 2019 – Sep 2019
Lazada E-Services Phil. Inc. BGC Taguig
● Oversee projects & monitor day-to-day
operations of the team
● Provide a weekly report and audits on
BPO's performance and if SOP's are
followed
● Deep dive on DSAT's and recommend
solutions
● Engage in continuous knowledge
development regarding SOP, best
practices, tools, techniques and
performance standards
● Monitor weekly CSAT audit per BPO to
ensure best practices
WORK EXPERIENCE
Team Leader Jun 2015 – Jan 2019
Lazada E-Services Phil. Inc. BGC Taguig
● Communicate with the team regarding
goals, KPI targets, and expectation
● Coaching & mentoring team members,
identify individual skills & strengths, and
assigned roles appropriately.
● Proactively conduct spot check whenever
there are new updates or process
implemented to ensure the team is aligned
● Consistently monitor individual’s metrics
such as productivity, quality, and
attendance
● Weekly & Monthly business review on the
team's KPI, identify pain points and
provide resolution
Fraud & Payments Associate
Apr 2013 – May 2015
Lazada E-Services Phil. Inc. Makati City
● Monitor real-time queues and identify
high-risk transactions within the business
portfolio
● Analyze transactions, internal reports and
financial information for potential fraud
risks
● Observe customer transactions to identify
fraudulent activity such as account take
over, friendly fraud, theft, and similar other
risks
● Interact with banks and customers to
validate the information and to confirm or
cancel authorizations
Email Specialist Jun 2012 - Mar 2013
Lazada E-Services Phil. Inc. Makati City
● Answer customer queries such as order
status, issues on the item received &
recommending solutions
● Attend to email escalation on product or
service problems by clarifying the
customer's complaint; determining the
cause of the problem; selecting and
explaining the best solution; expediting
correction or adjustment; following up to
ensure resolution
● Handle complaints, provide appropriate
solutions and alternatives within SLA and
coordinate to other departments if needed
EDUCATION
AB PSYCHOLOGY
Saint James College
SY-
BS COMPUTER ENGINEERING
AMA Computer College
SY-
WEBSITE & SOCIAL LINKS
Linkedin Profile:
https://www.linkedin.com/in/marites-dum
alagan-b456aa58/
PERSONAL DETAILS
Nationality: Filipino
Marital Status: Single
