Evelyn Suarez Dela Merced
Artesia,CA
Summary
Customer success and retention specialist with 15+ years of experience delivering exceptional support, managing escalations, and strengthening customer relationships in remote environments. Proven ability to resolve complex issues, improve member satisfaction, and drive retention through empathetic communication and strategic problem-solving.
Experienced in multi-channel customer engagement (email, chat, text, and phone) and collaborating cross-functionally to improve processes and customer journeys. Recognized for strong organizational skills, attention to detail, and the ability to remain calm and solutions-focused in high-pressure situations.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Renewals and Retention & Member Feedback Specialist
Function Health
Austin, Texas
05.2023 - Current
- Focus on handling escalated cases and expanded scope to ensure the highest level of satisfaction, engagement, and retention for our valued members. Your responsibilities will encompass managing more complex inbound and outbound communications across various channels, including text, email, and chat.
- Oversee processes aimed at enhancing member engagement and satisfaction, provide support to Junior peers ensuring consistent service quality throughout the team.
- Effectively manage time to ensure tasks are completed promptly and accurately.
- Identify opportunities to streamline workflows.
- Handles escalated member journeys, ensuring their success and overall experience.
- Able to troubleshoot escalated issues and find solutions for customers, whether it's resolving technical problems or addressing customer concerns.
- Deals with frustrated or upset customers with patience and the ability to remain calm under pressure.
- Collaborates with colleagues and team leads to resolve issues and improve overall customer experience.
- Strategic Communicator
- Customer Retention
- Relationship Builder
- Business Expansion
Customer Service Manager
Viral Ecom Adz
New York, NY
06.2020 - 02.2023
- Responds to customers regarding Order inquiries, after-sales transactions, complaints, refunds, and escalation issues via Zendesk.
- Handle emails, phone calls, and chat widgets while managing orders through Shopify.
- Managed brand alongside the CEO by placing/canceling/updating orders in the Shopify store while coordinating with the Fulfilment Department, shipping companies, and Technical Support team.
- Coordinated with the CEO regularly through meetings on Zoom/Upwork and kept everything organized/updated using an Excel spreadsheet.
- Provided customer support through Zendesk, answering tickets, and maintaining a response time of 12-24 hours.
- Processed subscriptions by canceling orders, processing refunds, and updating client information in the database as required. Continuously improving customer service, productivity, and processes.
Customer Service Manager
PAOM
New York, NY
06.2015 - 08.2020
- Respond to, triage, and resolve customer support tickets
- Work with the Manager of Operations to manage support issues and create efficient processes.
- Report on general temperature for customer support issues
- Pass along any promising customer ideas and suggestions to the rest of the team.
- Responds to customers regarding Order inquiries, after-sales transactions, complaints, refunds, and escalation issues via Zendesk.
- Answer Live Chats
- Reports to Owner of the company
- Administrative Skills
- Email Handling
- Calendar Management
- Lead Generation
Customer Success Manager
Bedroom Furniture Discounts NY
01.2013 - 11.2013
- Responsible for solving customer service issues by phone/ internet phone program, and by e-mail. Required to help deal with customer issues by working with manufacturers, delivery partners, and trucking companies. Requires great interpersonal, analytical, and administrative skills and proven communication skills. My job is to make sure the customer is happy from the moment they place their order to when they get their delivery.
- Supervising a team of 3-6 people and making sure all orders are meeting time, customers are kept informed, and any issues are being handled correctly.
Team Leader- American Express
VISION-X, INC.
RCBC Makati City
01.2007 - 11.2010
- Review teams performance results daily to ensure all goals are met or exceeded in HOC, TBASS, RTF, AHT and QE
- Take escalation Calls/ Taking calls when there is a High Volume of calls
- Track and document employee time (punctuality, attendance, connect minutes, and up-training)
- Analyze and trend agent performance in TBASS, Bottom Box, HOC, RTF, AHT, QE, Schedule Adherence
- Identify performance gaps and prepare action plans for effective coaching and performance improvement during one on one feedback
- Monitor and assess employee calls to drive performance improvement plans
- Ensure agent calls are aligned with Quality Assurance objectives and targets, and TBASS expectations
- Be hands-on and demonstrate a desire to help Customer Care Professionals by building effective working relationships, driving individual responsibility, and accountability, contributing to the site’s successful performance
- Teach and improve technical skills (i.e. improved call handling, navigation and information research in Port etc)
- Review and accurately approve financial adjustments daily
- Review and distribute procedure changes/updates in a timely manner. Ensure agents understand changes and are aligned with organizational/site goals.
- Plan and conduct team meetings that share information, calibrate knowledge and performance, and motivates agents to learn and excel
- Attend assigned Leadership Calibrations
Trainer/ Lead Facilitator
American Express
01.2006 - 01.2007
- Track and Document employee time ( punctuality, attendance, etc.)
- Responsible for supervising the performance and development of trainees.
- Identify performance gaps and prepare action plans for effective coaching and performance improvement during one on one feedback.
- Ensures constant monitoring of learners’ strengths and weakness in handling calls with objective of making each OJT perform to meet prescribed targets thus contributing to the overall effort or certification.
- Assist Lead facilitator in conducting process training by delivery of modules of assessments, preparation of materials, maintenance of reports, handling of systems and equipments etc.
- Takes on Lead Facilitator role in cases of OJT and as a Trainer if unavailable.
- Attends calibration meetings to ensure consistency in the monitoring process and remain update on current issues.
- Provides coaching to the learners on a day to day basis to ensure consistency in product knowledge and standards as well as call handling effectiveness
- Responsible for certifying an agent thru OJT process before endorsing to production by consistently monitoring assigned learners calls and providing necessary feedback.
- Ensure smooth flow of the class by maintaining and monitoring each individual adherence
- Attend/ Facilitate team Huddles.
Customer Care Representative
American Express
06.2005 - 01.2006
- Making business EASY for the customer.
- Communicate knowledgeably, clearly and has a solid understanding of the product.
- Sounding confident and conversational
- Simplified complex information, making process easy and quick for the customers.
- RECOGNIZE Customers
- Care about customers and Connect with them.
- Acknowledge and address customers emotions.
- SOLVE customers’ concern
- Provide options and flexible solutions
- Provide additional information that will benefit the customer.
- Identify and resolve implied/unstated needs of the customer.
- Call out prospective leads/ client.
- Establish interest, relationship and rapport, and create opportunity for sales.
- Close sales or set appointments as required.
- Send out follow up emails, make follow up calls.
- Supply a daily report, create weekly and monthly reports to the client.
- Be able to meet target sales or quotas
Medical HealthCare Specialist
Novartis Philippines
Makati City
11.1998 - 06.1999
- Responsible for the sales of your assigned product lines and in-servicing/sales
- Estimating or quoting prices, credit or contract terms, warranties and/or delivery dates
- Consulting with clients after sales or contract signings to resolve problems and to provide ongoing support
- Providing customers with product samples and catalogs
- Monitoring market conditions, product innovations and competitors’ products, prices and sales
- Answering customers’ questions about products, prices, product uses and credit terms
- Recommending products to customers based on their needs and interests
Flight Attendant
Philippine Airlines
Pasay City
05.1997 - 11.1998
- Provide exemplary customer service to all aspects of the cabin
- Actively seek to ensure the safety and comfort of customers
- Ensure compliance with Federal Aviation Administration regulations
- Assist passengers and fellow crew members during emergency situations
- Provide special assistance to passengers, including stowing luggage in overhead compartments, emergency medical aid, and wheelchair assistance
- Prepare/serve meals and beverages; sell onboard liquor, duty-free items, and other items
- Write detailed reports pertaining to flight incidents, discrepancies
- Interact with a wide variety of people from a broad range of cultures
- Familiarization, Emergency and Safety Procedure & Equipments
- And Drills of the Different Aircrafts.
- Condition carriage/ Documents
- Load/ Supply Standards
Education
Bachelor of Science - Medical Technology
College of the Holy Spirit
01-1997
Skills
- Customer Success & Retention
- Escalation Management
- Customer Journey Optimization
- Account Management
- Relationship Building
- Strategic Communication
- Conflict Resolution
- Workflow Optimization
- Process Improvement
- Team Collaboration
- Customer Engagement
Earlier Career Experience
Customer Support Level II — Triangle Swimwear
Live Chat Operator (Legal Intake) — U.S. Legal Services
Customer Success Manager — Bedroom Furniture Discounts
Business Development Manager — Mobilezapp / DayBreak Marketing
Team Leader — American Express (Vision-X Inc.)
Trainer / Lead Facilitator — American Express
Customer Care Representative — American Express
Team Leader — Nextel Telecom (E-Telecare)
Medical Healthcare Specialist — Novartis Philippines
Flight Attendant — Philippine Airlines
Tools & Platforms
Zendesk
Intercom
Gorgias
Shopify
Salesforce CRM
Google Workspace
Microsoft Office
Slack
Live Chat Platforms
Certification
Six Sigma Green Belt
7 Habits of Highly Effective People
Management Training Needs Analysis
Precision Questioning
Languages
Tagalog
Native or Bilingual
Timeline
Renewals and Retention & Member Feedback Specialist
Function Health
05.2023 - Current
Customer Service Manager
Viral Ecom Adz
06.2020 - 02.2023
Customer Service Manager
PAOM
06.2015 - 08.2020
Customer Success Manager
Bedroom Furniture Discounts NY
01.2013 - 11.2013
Team Leader- American Express
VISION-X, INC.
01.2007 - 11.2010
Trainer/ Lead Facilitator
American Express
01.2006 - 01.2007
Customer Care Representative
American Express
06.2005 - 01.2006
Medical HealthCare Specialist
Novartis Philippines
11.1998 - 06.1999
Flight Attendant
Philippine Airlines
05.1997 - 11.1998
Bachelor of Science - Medical Technology
College of the Holy Spirit