Stephen Khyle Bigueras

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.

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