Cid Bagayaua

Detail-oriented Order Operations and Customer Support professional with 5+ years of experience in high-volume order processing, case management, and workflow coordination for U.S.-based clients. Proven ability to maintain data accuracy, resolve order-related issues, and collaborate with cross-functional teams in fast-paced, remote environments. Experienced in working with internal systems, QA processes, and supporting system improvements, including testing and feedback for new tools.

Strong focus on operational efficiency, documentation, and customer satisfaction.

Team Manager at SupportNinja Inc. (2024-02 – 2026-02)

• Processed and reviewed high volumes of customer cases and order-related requests, ensuring accuracy and completeness of data.
• Verified order details, customer information, and documentation within internal systems before resolution.
• Managed case queues and workflows, ensuring timely processing and adherence to service-level targets.
• Resolved order discrepancies, fulfillment issues, and customer concerns using a solutions-focused approach.
• Communicated with customers and internal teams to confirm details, provide updates, and ensure satisfaction.
• Maintained accurate records for reporting, auditing, and quality assurance purposes.
• Monitored team performance, workflows, and operational metrics using dashboards and tracking tools.
• Provided feedback on system processes and supported improvements to internal tools and workflows.
• Prepared reports, summaries, and documentation to support operational decision-making.
• Promoted twice based on performance, accuracy, and leadership in operations support.

Senior Customer Service Representative at SupportNinja Inc. (2023-03 – 2024-01)

Customer Service Representative at SupportNinja Inc. (2022-05 – 2023-03)

Content Writer – Process Executive at Callmax Solutions International, Inc. (2021-04 – 2021-11)

• Created and optimized product descriptions for a U.S.-based catalog, ensuring accuracy and clarity of product data.
• Verified technical specifications and maintained consistent product documentation across systems.
• Supported data accuracy and content updates aligned with operational and customer requirements.

Resolution Specialist & Product Analyst at Amazon Operations Services Philippines, Inc. (2020-02 – 2020-08)

• Investigated and resolved complex customer and order-related issues requiring detailed analysis.
• Collaborated with U.S.-based teams to improve workflows and internal tools.
• Participated in testing new systems and provided feedback to improve usability and performance.
• Supported quality audits and ensured compliance with internal processes and standards.
• Assisted in onboarding and training new team members on workflows and systems.

Customer Service Associate & Product Analyst at Amazon Operations Services Philippines, Inc. (2019-04 – 2020-12)

Bachelor of Arts in Mass Communication (Journalism) – Cavite State University – Imus Campus (2018)