Apple Frances Nate Merced

Managed personal injury cases from intake through settlement, maintaining accurate files, deadlines, and follow-ups. Coordinated with clients, attorneys, medical providers, and insurance adjusters to collect records, bills, reports, liens, and supporting evidence.

Supported multiple e-commerce brands via email and social media, managing orders, shipping, cancellations, and claims in Shopify and ShipBob. Provided professional email and social media customer support, addressing order inquiries, shipping concerns, cancellations, and product-related questions.

Prepared and processed import/export documentation following regulations. Coordinated shipment clearance and ensured timely delivery to clients, maintaining accuracy and compliance in documentation processes.

Monitored team performance and supported operational improvements. Assisted team members with escalations and workflow guidance, utilizing Excel for tracking performance metrics.

Responded to customer concerns via email and phone. Resolved complaints and ensured proper escalation when needed.

Handled customer concerns and provided timely solutions. Followed strict communication procedures and service standards.

Provided first-level technical support via phone and email. Escalated unresolved issues appropriately.

Completed studies in Hotel and Restaurant Services at STI College Tacloban from 2011 to 2013.

Completed training in Culinary Arts with a focus on Baking and Pastry in 2007.

Completed two years of study in B.S. Nursing, with the program left unfinished.