Johnsie Arquiza
@johnsiearquiza
I improve ecommerce operations through QA, user support, and data analysis.
AustraliaWhat I'm looking for
At KeepSpace, I coordinate fulfillment bookings, order processing, SKU mapping, and inventory synchronization between merchants and warehouse operations. I also create reports on delays, errors, and performance gaps to improve dispatch accuracy and workflow efficiency.
Previously at SHEIN, I progressed from customer support to Quality Assurance Officer and Senior Quality Assurance Analyst, auditing service and MDR cases involving refunds, risk flags, and account actions. I use Zendesk, root-cause analysis, reporting, and cross-functional collaboration to strengthen policy compliance, resolve escalations, and improve customer experience.
Experience
Work history, roles, and key accomplishments
• Coordinated fulfillment bookings and daily order processing between merchants and warehouse operations to ensure accurate dispatch and timely completion
• Acted as the main communication link between internal operations teams and external users to resolve workflow issues and escalation cases
• Managed SKU mapping and inventory synchronization across systems to maintain data accuracy and preven
• Performed structured QA audits on customer service and MDR cases to ensure compliance with internal policies and operational guidelines
• Reviewed MDR decisions involving refunds, risk flags, and account actions to validate accuracy and adherence to policy standards
• Analyzed recurring errors and compliance gaps to improve agent decision-making and operational consistency
• Generated QA repo
• Conducted QA evaluations on email and chat support interactions handled through Zendesk
• Assessed agent performance based on accuracy, communication quality, resolution effectiveness, and policy compliance
• Supported root cause analysis of recurring customer issues and operational breakdowns
• Provided structured feedback and reporting to improve customer satisfaction and service consistenc
• Handled high volume customer inquiries through Zendesk across order management, shipping, logistics, payments, promotions, product concerns, and account-related issues
• Resolved complex escalations by coordinating with logistics, billing, risk, and internal operations teams to ensure accurate and timely case resolution
• Managed end-to-end troubleshooting for order discrepancies, failed deliv
• Assisted guests with luggage handling, room coordination, and arrival and departure support
• Provided personalized recommendations on hotel services, transport, and local attractions
• Coordinated with internal departments to ensure smooth guest experience delivery
• Maintained high service standards in a luxury hospitality environment
Provided butler services in the Club Millésime lounge, ensuring high standards of guest service and personalized attention.
Completed an internship training program at Philippine Airlines, gaining exposure to airline operations and customer service.
Education
Degrees, certifications, and relevant coursework
Adamson University
Bachelor of Business Administration - BBA, Operations Management
2011 - 2016
Adamson University
Bachelor of Business Administration, Operations Management
2011 - 2016
Pursued a Bachelor of Business Administration with a focus on Operations Management from 2011 to 2016.
Tech stack
Software and tools used professionally
Availability
Location
AustraliaAuthorized to work in
Job categories
Skills
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