EDUCATIONAL ATTAINMENT
Calayan Educational Foundation Inc. Lucena City
BS Nursing | Cum Laude
SY 2010
SHEEDA MERLE
CUSTOMER SERVICE
SPECIALIST
CAREER GOALS
I provide overall customer support that will
lead to customer satisfaction and retention. I
aim to help business owners to maintain the
company's positive rating leading to increase
in sales.
TOOLS
Zendesk, Happyfox, Slack, Skype
Shopify, Oracle Netsuite
Canva, Google Sheet, Google Docs
Draw.io Diagrams
JOB EXPERIENCES
Customer Service Team Lead (Homebased)
Storm Media Ltd | July 2018 - Present
Supports a team of customer support for an ecommerce company
Responding to customers' inquiries related to
shipment, order cancellation, product
information, missing/incomplete orders,
refunds, and disputes via Happyfox and
Zendesk
Responding to customers' inquiries on
Facebook (Business Suite) via private
messages, chats, and comments
Outbound calls to customers to confirm and
validate the order
Agent coaching based on KPI, setting of goals,
and action plan
Responsible for drafting the team's schedule
according to staffing and workload
Directly communicates with the team manager
about updates
Collaborates with sales and order processing
team about different processes based on a
specific issue
Handles PayPal Disputes, Open Cases, Appeals,
and Chargebacks
Sharepoint, Excel, Powerpoint
Facebook (Business Suite)
Customer Service Team Lead (Office based)
Instagram,Twitter
Convergys Philippines (now Concentrix) l February
2011 - February 2018
REACH ME AT
-
-
https://www.facebook.com/s
heds.merle/
https://www.linkedin.com/in/sh
eeda-merle-77414a165/
Pagbilao, Quezon 4302
Philippines
Inbound/Outbound calls - collections, bill
questions, payment issues, troubleshooting,
upselling, customer retention, refunds,
supervisory, and managerial calls
Handled 15-18 agents in one team from
transition to production
Provides one-on-one weekly coaching with
each agent
Facilitates weekly team meetings and call
calibration
Admin tasks – including scrubbing and
approving employee’s daily time punches
impacting pay
Collaborates with different Site department
heads if needed
