At Remote Customer Support & Operations, I resolve e-commerce order, payment, shipping, and return issues across email, chat, and voice, handling 100+ tickets daily. I also built response templates to reduce average handling time and improve consistency.
I coordinate directly with logistics partners, cutting fulfillment delays by 18% while maintaining order accuracy. I identified recurring complaint patterns and implemented fixes that lowered repeat tickets and raised repeat purchases by 18%.
At Sutherland Global Services Philippines, I managed four accounts: Expedia Hotels, Lazada PH, Amazon US, and Florist Transworld Delivery. I served as the primary contact for hotel, retail, and floral delivery partners on booking, inventory, and system issues.
Across the Amazon US and Lazada PH accounts, I maintained a 92% first-contact resolution rate. I also managed disputes, returns, and account issues, contributed complaint patterns that led to updated QA checklists, and cut average resolution time by 20%.
