Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

Queeny Mae S. Dasilva

Jacksonville,FLORIDA

Summary

Dynamic Customer Service Manager with a proven track record at Privé Revaux, adept at team management and KPI reporting. Skilled in Shopify and problem-solving, I drive customer satisfaction and operational excellence, consistently exceeding performance goals while developing training programs that enhance team productivity and service quality.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Service Manager

Privé Revaux
02.2021 - Current
  • Recruit, hire and train new customer service representatives
  • Develop new standard operating procedures and training manuals
  • Evaluate agent’s performance through monthly KPI reports
  • Effective liaison between customers and internal departments

Ecommerce Manager/CSR/Live Chat/SaaS/Tech Support

Upwork
03.2020 - Current
  • Confers with production, shipping, warehouse or common carrier personnel to expedite or trace missing or delayed shipments
  • Tracked consumer behavior, content management and weight of purchase to develop robust customer acquisition and retention programs
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service

E-Commerce Technical Support Specialist

Awesome OS
Davao City, Philippines
07.2018 - 11.2018
  • Developed and tested new product offerings prior to release to assist development team in bug identification
  • Ability to determine customer needs and provide appropriate solutions in a timely and professional manner
  • Provide a sense of urgency, commitment and quality when responding to customer support emails
  • Uphold company values and respect every customer, setting appropriate expectations
  • Engage customers through a dynamic ZENDESK system
  • Communicate clearly and concisely with external customers as well as internal colleagues and departments
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team

Ecommerce Live Chat Support

Awesome OS
Davao City, Philippines
01.2018 - 05.2018
  • Handled inbound customer chat conversations from various websites
  • Acknowledged customer issues and resolved their problems quickly and efficiently
  • Assisted clients in understanding their available options and helped them select the right service plans for their needs
  • Effectively communicated with other employees and upper management to ensure complete care of customers
  • Emphasized the specific product features that would stand out to customers, showing them product limitations and capabilities
  • Evaluated the customers' needs and provided service options to meet their requirements
  • Followed up with customers ensuring their satisfaction with their purchases
  • Documented all customer information accurately in computer system, providing dated notes for future reference

Customer Service Specialist

Awesome OS
Davao, Philippines
09.2017 - 12.2017
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
  • Surpassed performance goals by approaching all interactions with resourcefulness, organization, and customer-centric solutions
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success
  • Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction

Account Supervisor

Teleperformance Davao
Davao, Philippines
01.2016 - 08.2017
  • Recommended sound business initiatives pertaining to product and markets to enhance sales and marketing objectives while enforcing the agency's image as vital resource to the product team
  • Helped to develop key client partnerships, including seamlessly overseeing workflow, building strong relationships, learning clients' business and developing and delivering key presentations
  • Partnered with account team director to drive long-term account planning, growth and success
  • Collaborated and partnered with creative teams and strategists to lead team to greatness on every at-bat with thinking and creative work constantly exceeding client expectations
  • Developed and deepened relationships with key customers by closely monitoring projects, providing information and resolving concerns
  • Contributed ideas to concept development, strategic planning and business operations

Product Trainer

Teleperformance Davao
Davao, Philippines
10.2015 - 12.2015
  • Assessed the performance of 25-30 employees using a standard rating system
  • Conferenced with individual workers in order to evaluate progress and address concerns
  • Delivered lectures and training sessions to a team of 25-30 employees during an instructional session workshop for product knowledge
  • Consulted with management in order to evaluate different goals and outcomes for training
  • Implemented standard training procedures for a company that was looking to increase employee performance

Customer Service Representative/Subject Matter Expert

Teleperformance Davao
Davao, Philippines
10.2014 - 09.2015
  • Maintaining a positive, empathetic and professional attitude toward customers at all times
  • Keeping records of customer interactions, transactions, comments and complaints
  • Providing feedback on the efficiency of the customer service process
  • Ensure customer satisfaction and provide professional customer support

Education

Vocational Degree - Hotel And Restaurant Management

Philippine College of Technology
Davao City, Philippines
04.2011

No Degree - Major in English

AB English
Tagum City, Philippines

Skills

  • Shopify/E-Commerce Management
  • Zendek- ZOPIM (Chat)
  • Gorgias
  • Confluence/JIRA
  • Limelight CRM
  • Microsoft Office
  • Mixpanel
  • Team Management
  • Order fulfillment/Shipping procedures understanding
  • ShipStation
  • KPI Reporting
  • Daily, Weekly, Monthly Evaluations
  • Project Management
  • Problem-solving and critical thinking abilities
  • Multi-tasking
  • Excellent communication
  • Customer service satisfaction
  • Training development aptitude

Certification

  • Customer Success Management Fundamentals - Issued May 2022
  • Customer Service Representative Certification (CSRC)
    Arka Packaging - Issued Aug 2020
  • Microaggressions in the Workplace V2 - Issued Jan 2025
  • Unconscious Bias V3.1 - Issued Jan 2025
  • Religion, Spirituality and Beliefs: Managers - Issued Jan 2025
  • LGBTQ+ Inclusion - Issued Jan 2025
  • Cultural Competence in the Workplace - Issued Jan 2025
  • Safilo Group Antitrust Training - Preventing Anti-Competitive Practices - Issued Oct 2024
  • International Trade Compliance - Issued Oct 2024

Languages

English
Native/ Bilingual

References

References available upon request.

Timeline

Customer Service Manager

Privé Revaux
02.2021 - Current

Ecommerce Manager/CSR/Live Chat/SaaS/Tech Support

Upwork
03.2020 - Current

E-Commerce Technical Support Specialist

Awesome OS
07.2018 - 11.2018

Ecommerce Live Chat Support

Awesome OS
01.2018 - 05.2018

Customer Service Specialist

Awesome OS
09.2017 - 12.2017

Account Supervisor

Teleperformance Davao
01.2016 - 08.2017

Product Trainer

Teleperformance Davao
10.2015 - 12.2015

Customer Service Representative/Subject Matter Expert

Teleperformance Davao
10.2014 - 09.2015

Vocational Degree - Hotel And Restaurant Management

Philippine College of Technology

No Degree - Major in English

AB English

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Queeny Mae S. Dasilva