Stephen Khyle Bigueras

Customer Service and E-Commerce professional with over 6 years of experience supporting customers, managing marketplace operations, maintaining product data, and coordinating cross-functional workflows. Experienced in live chat, email, ticketing, phone support, eCommerce operations, product catalog management, SKU management, inventory monitoring, order processing, CRM tools, and AI-assisted customer support workflows.

Customer Service Specialist at Ennovation Hub (2024-10 – 2026-03)

• Delivered customer support via live chat, email, support tickets, and phone, using AI tools to draft responses, summarize cases, and improve response efficiency.
• Managed inquiries related to orders, accounts, products, and technical issues using AI-assisted workflows to identify solutions and streamline case handling.
• Performed SKU updates and product information changes, ensuring accurate product data across internal systems.
• Collaborated with Logistics and Warehouse teams to coordinate shipments, monitor order status, verify inventory availability, and support SKU-related updates.
• Partnered with the After-Sales team to resolve complaints, returns, exchanges, and refunds while ensuring timely customer resolution.
• Maintained customer records, documented support cases, and escalated complex issues when necessary.

E-Commerce Customer Implementation Specialist at Inform Group Inc. (Lightspeed) (2023-04 – 2024-09)

• Configured and maintained back-office systems, ensuring accurate product setup, pricing, and data management based on client requirements.
• Managed product catalogs, including item creation, categories, modifiers, pricing updates, and SKU configuration to maintain accurate product information (PIM).
• Performed product data maintenance and quality checks to ensure inventory and catalog accuracy.
• Collaborated with Implementation Consultants and cross-functional teams to gather requirements, execute system configurations, and deliver projects on schedule.
• Supported day-to-day back-office operations by maintaining accurate product data and resolving configuration-related issues.

E-Commerce Customer Service Manager at Oliver Hub Phils Inc. (Reckitt Beckinser) (2022-06 – 2023-03)

• Managed daily eCommerce operations across Lazada and Shopee Seller Centers, ensuring efficient order processing and customer support.
• Maintained product listings, catalog content, and Product Information Management (PIM) to ensure accurate and up-to-date product data.
• Performed SKU management, price updates, and inventory monitoring to maintain stock accuracy and marketplace compliance.
• Supervised the Customer Service team, ensuring timely issue resolution and achievement of service KPIs.
• Handled customer inquiries, returns, exchanges, and refunds while maintaining customer satisfaction.
• Collaborated with platform account managers and internal teams to support promotions, campaigns, and marketplace operations.

Customer Service Representative (Chat Support) at SHEIN PHILIPPINES (2021-12 – 2022-03)

• Responded to customer inquiries promptly and professionally through Zendesk live chat, ensuring a positive customer experience.
• Managed and monitored customer orders using SHEIN's internal order management system, including tracking, updates, and issue resolution.
• Provided timely assistance with product, order, and account-related inquiries while maintaining accuracy and meeting response time standards.

E-Commerce Customer Service Manager at Monhoi Trading Inc. (2019-07 – 2021-12)

• Supervised Customer Service Representatives, ensuring service quality and customer satisfaction.
• Managed customer inquiries and resolved escalated concerns across multiple support channels.
• Oversaw daily Shopee and Lazada Seller Center operations, including product listings, SKU management, inventory monitoring, and price updates.
• Maintained accurate product information (PIM) and ensured catalog and store data were up to date.
• Prepared sales reports and collaborated with Key Account Managers (KAMs) on promotions, store optimization, and operational improvements.
• Supported day-to-day eCommerce and administrative operations as needed.

Senior High School in Home Economics (Hotel Management and Customer Experience) – San Pedro College of Business Administration (2017 – 2018)