Customer Service Representative - Microsourcing Philippines Inc. (Bapcor)
(2024-09)
- Handle inbound and outbound calls with customers and retail stores, supporting orders, products, complaints, membership enquiries, website enquiries, and general inquiries.
- Respond to customer inquiries, messages, and comments across the company's social media platforms.
- Investigate and document reported fraudulent transactions, maintain fraud records, and process fraud disputes by verifying delivery status, requesting Return to Sender (RTS) when necessary, and reviewing proof of delivery before resolving cases.
- Manage refund follow-ups across multiple payment gateways, including Zip Pay, Braintree, PayPal, Afterpay, and other payment providers.
- Coordinate with retail stores regarding order follow-ups, mispicked items, change-of-mind returns, and warranty claims.
- Work closely with shipping carriers, primarily Australia Post (AusPost) and StarTrack, to monitor shipments, resolve delivery issues, and assist with logistics concerns.
- Manage eBay orders, including order tracking, customer inquiries, returns, and refund processing.
- Update product listings by modifying website titles and removing listings from eBay, Autobarn, Autopro, and other company platforms as required.
- Administer the Accelerate Rewards membership program, updating member information, unsubscribing accounts, correcting email records, tracking membership issues, and maintaining reward points.
- Escalate complex cases such as delayed orders, customer complaints, warranty concerns, and high-priority feedback to Regional and National Managers.
- Reallocate customer orders between stores to ensure timely fulfillment and prepare daily consignment labels for store transfers.
- Process credit claims for duplicate shipping charges and reconcile shipping fee discrepancies.
- Investigate and troubleshoot orders stuck in processing or affected by failed transactions, coordinating with business processes to successfully reprocess orders.
- Manage gift card pre-authorizations and extend gift card expiration dates when appropriate.
- Analyze operational data to identify process inefficiencies and improvement opportunities, applying Lean Six Sigma methodologies to recommend solutions that enhance efficiency, reduce errors, and improve customer experience.
Product Content Specialist - Microsourcing Philippines Inc. (Bapcor)
(2023-02 - 2024-09)
- Prepared and reviewed product content for upload, ensuring accuracy and completeness.
- Liaised with suppliers to gather correct specifications, images, and supporting details.
- Updated content and images to maintain organized, professional records across systems.
Customer Service Representative - IBEX
(2022-10 - 2023-01)
- Handled a high volume of calls, forms, and customer requests in a fast-paced environment.
- Routed issues and documentation to the correct departments to support efficient resolution.
- Maintained professionalism, accuracy, and service quality while meeting performance targets.
Owner & CEO - Deáu Shop Online
(2022-07 - 2025-12)
- Developed high-quality business strategies and plans, ensuring alignment with short-term and long-term objectives.
- Oversaw all operations and business activities to ensure results were consistent with the overall strategy and mission.
Photographer & Facilitator - Good Neighbors Intl. Phil.
(2021-01 - 2021-03)
- Photographed children together with their activities.
- Facilitated group mates' concerns.
- Gathered and grammar-checked children's activity records.
- Imported paperwork and edited materials for the main office.
Pharmacy Assistant - MetroCare Drugstore (San Jose, San Rafael, San Isidro & Southville Branches)
(2020-07 - 2020-11)
- Supported a high-compliance healthcare environment with careful medication handling and documentation.
- Maintained inventory updates and organized prescription-related records.
- Applied strong attention to detail in daily workflow and system updates.
