R-Dheleene Lozares
Bakersfield
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Technical Support Associate
Mydoma Studio
09.2024 - Current
- Serves our customers through effective communication, troubleshooting, proactive learning, deepening relationships, and advocacy over the phone, chats and emails while researching and resolving issues and inquiries quickly and accurately.
- Maintain the support queue, monitoring ticket levels, cleaning up tickets, and getting the appropriate information from customers to appropriately respond to the customer's inquiry.
- Communicate and resolve inquiries via phone, chat and email; escalating issues to the management team when appropriate.
- Provide timely updates to customers, and as appropriate, all internal teams on the status of pending support tickets.
- Organize and communicate customer feedback to the appropriate internal team customers.
- Serve the needs of the customers and partners by creating alternate solutions that mitigate risk while still meeting their needs.
- Ensure an exceptional customer experience by proactively bringing forward customer friction points and continuous improvement ideas.
Customer Service Coordinator
Freelance
07.2023 - 09.2024
- Manage remote teams, ensuring clear communication and consistent performance across all locations.
- Supervise and mentor customer service representatives to ensure high-quality service and adherence to company policies.
- Develop and implement training programs to enhance team performance and knowledge.
- Monitor and analyze key performance metrics to identify areas for improvement and implement effective solutions.
- Collaborate with cross-functional teams to streamline processes and improve the overall customer experience.
Customer Support Manager
Nextbite
06.2021 - 05.2023
- Managed and developed an offshore team of agents from the Philippines.
- Oversaw recruitment, training, and performance management to ensure the team met and exceeded performance standards.
- Implemented effective training programs and continuous development initiatives to enhance agents' skills and productivity.
- Monitored and analyzed key performance indicators (KPIs) to drive improvements and achieve operational goals.
- Fostered a collaborative and motivated team environment, promoting a culture of accountability and excellence.
- Coordinated with cross-functional departments to align offshore operations with overall business objectives.
- Ensured high levels of customer satisfaction through consistent quality control and adherence to service level agreements (SLAs).
- Provided regular performance feedback and conducted evaluations to identify areas for improvement and growth.
Customer Support Supervisor
Nextbite
12.2020 - 01.2021
- Managed and coordinated daily operations with a BPO vendor based in the Philippines, ensuring seamless communication and efficient workflow.
- Established and expanded the customer service department within the start-up company, overseeing its growth from 6 to a workforce of 25 offshore representatives.
- Supervised and provided guidance to a team of representatives, focusing on performance metrics, quality assurance, and process improvement.
- Developed reports on SLA performance metrics for customers, vendors, and internal teams.
- Monitored KPIs and SLAs to ensure targets were met and maintained high levels of customer satisfaction.
- Conducted regular performance reviews and provided feedback to foster a culture of continuous improvement.
- Collaborated with cross-functional teams to align vendor activities with company objectives and optimize overall service delivery.
Customer Service Lead
Branded Online
07.2018 - 12.2020
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.
- Assisted with training and mentoring new team members.
- Assisted senior managers with developing long-term strategies for enhancing the organization's relationship with customers.
- Participated in cross-functional projects related to improving overall customer experience.
- Utilized various software applications such as CRM systems and databases to manage accounts effectively.
- Developed comprehensive reports on customer service data trends to inform management decisions.
- Reviewed and processed warranty claims from customers to determine eligibility for coverage and repair or replacement of products.
- Provided technical support to customers who experienced difficulty navigating through product listings on ecommerce websites.
- Evaluated current processes within the eCommerce platform to identify potential improvements that could enhance overall efficiency.
- Managed day-to-day operations of ecommerce platform including order processing, inventory management, payment gateway integration.
Customer Service Representative
Onestop
11.2017 - 06.2018
- Conferred with customers by telephone, email, and chat to provide product or service information.
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.
- Assisted customers in navigating through various web pages on the company's website during their purchase process.
- Provided exceptional customer service to clients in fast-paced call center environment.
- Displayed strong organizational skills while managing multiple accounts simultaneously.
- Investigated and researched issues to determine root causes and appropriate resolution methods.
- Tracked all incoming calls and emails from customers using appropriate software applications.
- Maintained an updated knowledge base of current products, services, pricing, promotions.
- Assisted customers with product selection by providing detailed information about available products and services.
Education
Information Technology -
Lyceum of The Philippines University
01.2010
Skills
- CRM
- Ecommerce
- Quality Assurance
- Salesforce
- Shopify
- Training Programs
- Zendesk
- Intercom
Websites
Accomplishments
- Improved Response Time: Reduced response time by 30% during peak hours through efficient team management.
- High Satisfaction Rate: Led team to achieve 95% customer satisfaction rate in annual survey.
- Boosted Team Productivity: Increased team productivity by 20% with new training programs.
- Department Growth Success: Expanded department from 6 to 25 staff members within one year.
Languages
Tagalog
Native or Bilingual
Timeline
Technical Support Associate
Mydoma Studio
09.2024 - Current
Customer Service Coordinator
Freelance
07.2023 - 09.2024
Customer Support Manager
Nextbite
06.2021 - 05.2023
Customer Support Supervisor
Nextbite
12.2020 - 01.2021
Customer Service Lead
Branded Online
07.2018 - 12.2020
Customer Service Representative
Onestop
11.2017 - 06.2018
Information Technology -
Lyceum of The Philippines University
Similar Profiles
Maria GeorgievaMaria Georgieva
Freelance Subtitle Translator and Captioning Specialist at Iuyno Studio, BTI Studio, Doli Media Studio, Prevajalski Studio, SDI, HBO MaxFreelance Subtitle Translator and Captioning Specialist at Iuyno Studio, BTI Studio, Doli Media Studio, Prevajalski Studio, SDI, HBO Max
Jessica SolizJessica Soliz
Fitness Instructor at Studio Sweat Ondemand/The Studio by CatalystFitness Instructor at Studio Sweat Ondemand/The Studio by Catalyst
Nishanth S RNishanth S R
Music Composer at MRS Studio & HIMANI StudioMusic Composer at MRS Studio & HIMANI Studio
Katelyn StirlingKatelyn Stirling
Recruiter at Amergis Healthcare StaffingRecruiter at Amergis Healthcare Staffing
Richard GibsonRichard Gibson
Electrical Foreman at CalCom EnergyElectrical Foreman at CalCom Energy