R-DHELEENE LOZARES
Lakewood,CA
Summary
Dedicated management professional with experience leading high-performing teams in a diverse and dynamic environment. Adept in developing and implementing service strategies tailored to customer needs, managing customer complaints, and driving customer satisfaction. Proven ability to identify and resolve service issues, streamline processes, and exceed organizational goals.
Overview
7
7
years of professional experience
Work History
Customer Service Coordinator
Freelance
07.2023 - Current
- 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
- Developed operational standards and procedures for customer service department
- Collaborated with other departments on initiatives aimed at enhancing the overall user experience
- Implemented effective strategies to reduce downtime and improve efficiency while maintaining high standards of quality control
- Coached and mentored staff to develop their technical, communication, and interpersonal skills
- Established performance metrics to measure success of offshore delivery teams
- Coordinated efforts between various departments involved in an offshore delivery initiative such as finance, marketing, and operations
- Designed dashboards to visualize complex business metrics
- Served as a key point of contact for internal stakeholders regarding operational issues or concerns arising from offshore sites
- Successfully managed a team of 30 offshore representatives
- Conducted weekly meetings with the customer support team to review goals and objectives
- Maintained accurate records of customer interactions using ticketing systems such as Zendesk or Salesforce CRM
- Designed innovative approaches to optimize workflow, streamline procedures, and enhance customer service satisfaction levels
- Established and monitored KPIs to optimize company performance.
Customer Support Supervisor
Nextbite
12.2020 - 06.2021
- Provided guidance on SLA management procedures, policies, and best practices
- Developed reports on SLA performance metrics for customers, vendors, and internal teams
- Established and expanded the customer service department within the start-up company, overseeing its growth from 6 to a workforce of 30 offshore representatives
- Established best practices for troubleshooting procedures and policies
- Identified trends in customer inquiries and developed strategies to prevent future occurrences
- Monitored staff performance metrics such as quality assurance scores, call times
- Trained representatives in job-specific tasks and evaluated continuing education needs to improve team performance
- Supervised direct reports and enforced adherence to established procedures and deadlines.
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 Internet
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
Philippines01.2010
Skills
- Operations Management
- Continuous Improvements
- Interdepartmental Collaboration
- SLA Management
- Performance Evaluations
- Training and Mentoring
- Salesforce Proficiency
- Shopify Proficiency
- Zendesk Proficiency
Websites
References
References available upon request
Languages
Tagalog
Native or Bilingual
Timeline
Customer Service Coordinator
Freelance
07.2023 - Current
Customer Support Manager
Nextbite
06.2021 - 05.2023
Customer Support Supervisor
Nextbite
12.2020 - 06.2021
Customer Service Lead
Branded Online
07.2018 - 12.2020
Customer Service Representative
Onestop Internet
11.2017 - 06.2018
Information Technology -
Lyceum of The Philippines University