Andrie D

Customer Operations Team Lead with over 12 years of experience leading customer support, logistics, and operational excellence across AI technology, Health and Wellness wearable devices, e-commerce, and direct-selling organizations. Experienced in supervising cross-functional Customer Service and Logistics teams while remaining actively involved in customer support, technical troubleshooting, and operational execution. Proven expertise in CRM administration, quality assurance, onboarding, project coordination, VIP customer support, and cross-functional collaboration in remote environments.

Customer Operations Lead at VSC PTE Ltd. (2023-06 – 2026-07)

Managed end-to-end customer service and logistics operations, ensuring efficient order processing, fulfillment, and a seamless customer experience.

• Processed customer orders, coordinated inventory, tracked shipments, and worked closely with warehouses and logistics partners using WMS and Odoo.
• Provided multi-channel customer support through Zendesk, Odoo, email, live chat, LINE Official, WhatsApp, phone, and social media.
• Handled customer inquiries, account management, business plan inquiries, product support, order modifications, shipping concerns, delivery issues, refunds, replacements, warranty claims, technical troubleshooting, and RMA requests.
• Monitored order fulfillment, shipment tracking, and inventory availability while resolving order, shipping, and logistics issues, providing proactive updates to customers and internal teams to ensure timely delivery and SLA compliance.
• Supported VIP customers and business partners by managing their accounts, resolving escalated issues, delivering timely solutions, and maintaining strong long-term relationships.
• Collaborated with Product and Engineering teams to test mobile applications and wearable devices, reporting bugs and validating fixes before release.
• Created and maintained Knowledge Base articles, FAQs, and standard operating procedures (SOPs) to improve customer support and operational efficiency.
• Coordinated with headquarters, regional offices, warehouses, and cross-functional teams to ensure smooth operations and continuous process improvements.
• Delivered onboarding, product, and customer service training to local and international teams.

Customer Service & Logistics Manager at Vyvo Corporation Asia (2016-09 – 2023-06)

• Supervised Customer Service and Logistics teams, monitoring KPIs, QA, coaching, and operational performance.
• Provided multi-channel support to customers, distributors, and business partners.
• Managed VIP support and resolved complex product, subscription, logistics, payment, and warranty escalations.
• Performed QA testing of mobile applications and wearable devices while recommending product improvements.
• Conducted onboarding, operational, and product training for local and international offices.
• Maintained Knowledge Base articles and customer support documentation.
• Coordinated communications between headquarters and regional offices and led operational projects.
• Managed order fulfillment, inventory, shipment coordination, warehouse communication, and RMA processing.

Team Leader – Customer Service at SPI Global CRM (2013-10 – 2016-07)

Supervised customer service and logistics staff by monitoring productivity, quality assurance (QA), attendance, adherence to SLAs, and overall team performance while providing coaching and operational support.

• Supervised Customer Service and Logistics teams, monitoring KPIs, QA, coaching, and operational performance.
• Provided multi-channel support to customers, distributors, and business partners.
• Managed VIP support and resolved complex product, subscription, logistics, payment, and warranty escalations.
• Performed QA testing of mobile applications and wearable devices while recommending product improvements.
• Conducted onboarding, operational, and product training for local and international offices.
• Maintained Knowledge Base articles and customer support documentation.
• Coordinated communications between headquarters and regional offices and led operational projects.
• Managed order fulfillment, inventory, shipment coordination, warehouse communication, and RMA processing.
• Led Customer Service Representatives to achieve KPI, SLA, QA, and CSAT targets.
• Conducted coaching, performance reviews, and agent development.
• Managed escalations, monitored workforce metrics, and supported recruitment and onboarding.
• Collaborated with Operations Managers and QA teams to improve customer experience.

Bachelor of Science in Information Technology – Cebu Institute of Technology University (2011-03)

Bronze Training in Leadership Program – Aspire University (2014-12)