Ritchel Daguman

RITCHEL DAGUMAN PROFESSIONAL SUMMARY CONTACT Customer-focused professional with over 7 years of experience in customer service, admin support, technical support, and quality assurance. LinkedIn: linkedin.com/in/ritchel-daguman- Address: 105 Diamond St., SM Village, Bangkal, Talomo, Davao City, Philippines 8000 Proven ability to lead teams, streamline processes, and elevate customer satisfaction in dynamic remote settings. Skilled in using certain CRM, WMS, and productivity platforms to drive efficiency and results. A proactive self-starter who thrives on improving workflows and delivering outstanding customer experiences. WORK EXPERIENCE CS Operations Lead | JANUARY 1, 2022- PRESENT Awesome CX Oversee daily operations including chargebacks, returns, fraud reviews, and special order requests using Stripe, Paypal, Signifyd, and Shopify. Work closely with offshore clients and internal teams to ensure smooth service delivery. Flag recurring or systematic issues to stakeholders to resolve errors and improve workflows. Provide timely updates to keep support teams informed and prepared to assist with customer inquiries. Handle escalations related to billing, deliveries, and technical concerns using Zendesk, Shopify, and Recharge. Coordinate with logistics through warehouse systems like SWIMS, WEC, and Extensiv to resolve order issues. Support special projects and process improvements, contributing to a more efficient CS workflow Use tools like Google Workspace, Zoom to manage tasks and cross-team collaboration. Quality & Assurance Lead | MAY 1, 2021 - DECEMBER 31, 2021 Awesome CX Directed a team of QA specialists to maintain support quality standards across email, phone, chat, SMS, and social media channels. Audited interactions using Zendesk ticket history and customized scorecards, enhancing feedback accuracy Developed and refined quality evaluation forms in Google Sheets, supporting trend analysis and agent coaching. Quality & Assurance Specialist | OCTOBER 1, 2020 - APRIL 30, 2021 Awesome CX Monitored inbound and outbound interactions using Zendesk, reviewing agent performance for tone, accuracy, and compliance. Documented QA results and agent performance metrics, streamlining reporting with Google Sheets and Microsoft Excel. Flagged systemic issues and collaborated with team leads for process improvement initiatives that reduced repeat contacts. Customer Email Support | JULY 12, 2018 - SEPTEMBER 30, 2020 Awesome CX Handled customer inquiries and complaints via email with clear, personalized, and brand-consistent communication. Resolved billing and product-related issues using Shopify and Recharge, and flagged recurring concerns for internal teams. Maintained accurate ticket records in Zendesk and followed standard procedures to ensure service quality and consistency. Contributed to workflow improvements by helping refine canned responses and streamline resolution processes. Technical Support Representative | OCTOBER 2015 - MAY 2016 Teleperformance, Inc. Provided phone support for TV and internet services, logging cases in CRM tools and tracking status. Delivered guided troubleshooting for modem/router setups, contributing to high first-call resolution rates. Partnered with backend teams to escalate technical tickets Marketing Research Interviewer | JUNE 2015 - AUGUST 2015 Survey Sampling Inc. (SSI) Conducted phone and online interviews, recording market feedback with precision and neutrality. Met survey completion quotas while maintaining strict script compliance and data integrity.