Shaira Maguiguilid

As Customer Service Executive:

In-charge of answering and resolving concerns of customers (through Zendesk)

Created & assessed function-specific processes (both internal and external) to reach target NPS rating

Coordinated with merchants in our dropship model for pickup and customer concerns

Monitored merchant performance through different set KPIs (lead times, First-Reply Time, Resolution Time)

As Shop Manager:

Headed the launch of exclusive brands (Dear Klairs, It's Skin, Piping Rock, Milani Cosmetics) in SEA E-commerce Giants, Lazada & Shopee

Acted as the liaison to each e-commerce platform's brand acquisition teams

Headed the entire product listing process - from product research, pricing to product listing

Set-up processes for order fulfillment, dispatch, returns, & special cases for CS

Did overseeing & forecasts for stock replenishments

Planned campaigns & marketing initiatives for all brands