Open to opportunities

Peter Paul Lavapiz

@peterpaullavapiz

Message

Detail-oriented customer service professional improving resolution, retention, and team efficiency.

Philippines

Message

What I'm looking for

I’m looking for a fast-paced role where I can own customer resolutions end-to-end, improve response and retention, and collaborate clearly across teams. I want to use tools like Shopify, Gorgias, and Zendesk to drive measurable satisfaction results.

I’m a detail-oriented and dependable customer service professional with over 13 years supporting operations, customer service, and administrative functions. I stay organized in fast-paced environments and maintain clear communication across teams.

At TalentPop, I resolved billing disputes, order tracking issues, and account updates for 50–60 customers daily—cutting response time by 20% and increasing customer satisfaction by 15%. I acted as a level 2 agent, provided advanced support to teammates to improve team efficiency, and achieved a 98% customer satisfaction rate using Shopify and Gorgias for refunds and replacements. I handled escalated tickets and VIP customers with a 95% first-contact resolution rate, improving retention by 10%.

Before that, I supported property operations as an assistant to a property manager by managing calendars and email and addressing tenant concerns to improve tenant satisfaction and retention. I’ve also led and coached teams as a Team Manager, developed plans to hit targets, and maintained top-quartile performance with minimal attrition—always focused on solving problems and completing day-to-day tasks efficiently.

Experience

Work history, roles, and key accomplishments

Customer Service & Logistics Assistant

TalentPop

Apr 2022 - Feb 2026 (3 years 10 months)

Resolved billing disputes, order tracking issues, and account updates for 50–60 customers per day, reducing response time by 20% and increasing customer satisfaction by 15%. Managed escalated and VIP tickets with 95% first-contact resolution, maintaining a 4.8/5.0 rating and improving retention by 10%.

Customer Service Social Media Support Billing Disputes Shopify Gorgias Customer Escalation Customer Satisfaction CRM Tools

Property Management Assistant

Dean & DeWitt Property Management

Jan 2021 - Mar 2022 (1 year 2 months)

Managed the property manager’s calendar and email to schedule appointments and drive follow-ups, improving efficiency by ~25%. Coordinated tenant processes (lease agreements, move-in/out, eviction notices) and streamlined operations using OOMA, Gmail, Microsoft Outlook, WhatsApp, and Google Docs.

Calendar Management Administrative Support Tenant Coordination Appointment Scheduling Email Communication OOMA Outlook Google Docs

Customer Service Representative

ResolvedCX

Feb 2020 - Jan 2021 (11 months)

Handled calls and emails for 60+ customers daily regarding orders and memberships, resolving issues and updating preferences. Processed credits and refunds and supported membership/order changes, contributing to a 17% reduction in churn rate.

Customer Service Membership Management Order Processing Refunds Customer Preference Updates Zendesk Slack Five9 Email Support

Team Manager

IBEX Global Solutions

Feb 2016 - Feb 2020 (4 years)

Coached team members and developed plans to hit targets, resulting in consistent top-quartile performance. Managed new teams where 3 out of 4 exceeded production goals with minimal attrition, and supported promotions into SME/back-office/trainer roles.

Team Management Coaching & Mentoring Production Goal Tracking Conflict Resolution team development Training Enablement Back Office Operations