Stephen Macafe

Virtual Assistant - Freelancer

2019-08 – present

• Provide online chat support

• Leads Generation

• Email Management

• Social Media Management support

Customer Service Representative

Cimpress – Vistaprint ; Taguig City

2017-07 – 2019-03

• Provide customers first-class service over the phone, email and chat

• Front-line contact person for all concerns of the customers in connection with their order

• Support customers in the creation of creative designs of their materials and offer on-demand marketing advice

• Representing the CARE Operations department in local and international as well as in cross-functional projects and meetings

• Proactively aligning with internal and external partners to continuously enhance customer satisfaction and ensure compliance with high quality standards

• Performing other duties as assigned

CSR - Mentor

Sutherland Global Services ; Taguig City

2015-09 – 2016-08

• Assist newly on-boarded Customer Service Representatives

• Preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services and products

• Ensuring agents understand and comply with all call center objectives, performance standards, and policies

• Answering agent questions regarding best practices or difficult calls

• Working with other supervisors and management team members to support agents and maximize customer satisfaction

Customer Service Representative

Sutherland Global Services ; Taguig City

2014-12 – 2015-09

• Communicating with customers about their experiences with a product

• Providing advice on purchasing products and services

• Answering customer questions about properly using or accessing a product or service

• Listening to customer or client complaints or concerns and working to resolve their issues

• Update customer information in the customer service database during and after each call

• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies

Business Manager

S. Macafe Enterprise ; Pasig City

2013-08 – 2014-12

• Oversee the day-to-day operations

• Ensuring that the company has the adequate and suitable resources to complete its activities

• Organize and coordinate operations in ways that ensure maximum productivity

• Supervise the work of employees and provide feedback and counsel to improve efficiency and effectiveness

• Maintain relationships with partners/vendors/suppliers

• Ensure adherence to legal rules and guidelines