Kristine Mariel

E-commerce Customer Service and Operations Team Lead with 4+ years of experience in customer support, team leadership, order management, and operations. Hands-on experience with Gorgias, Shopify, 3PL/fulfillment coordination, email, chat and phone support, customer escalations, refunds, replacements, shipping issues, CRM documentation, and order management. Experienced in leading and coaching teams of 10–15 customer service agents, monitoring KPIs and quality, providing performance feedback, supporting onboarding, and handling escalated customer concerns.

Known for clear communication, empathy, problem-solving, attention to detail, and maintaining high service standards in fast-paced environments.

Customer Service Officer at Glitch Productions

• Provided e-commerce customer support through email and helpdesk channels, assisting customers with orders, shipping, tracking, refunds, replacements, returns, address concerns, and product-related inquiries.
• Used Gorgias to manage customer tickets, document interactions, follow up on cases, and maintain accurate customer records.
• Used Shopify to review customer orders, order status, fulfillment information, refunds, replacements, and account details.
• Coordinated with warehouse and 3PL/fulfillment teams to investigate shipping delays, delivery issues, incorrect orders, damaged or missing items, and replacement requests.
• Managed customer escalations professionally, using empathy and problem-solving skills to identify appropriate resolutions.
• Followed company policies and support procedures while maintaining accurate and consistent customer communication.
• Maintained organized ticket documentation and ensured customer concerns were properly followed through to resolution.
• Handled high-volume customer inquiries while maintaining attention to detail, professionalism, and service quality.

Operations Team Leader at Fairtrade Outsourcing

• Managed and coached a team of 10–15 customer service agents, supporting daily operations and maintaining productivity and quality standards.
• Monitored agent performance, KPIs, attendance, productivity, quality, and customer service results.
• Conducted regular coaching and mentoring sessions to address performance gaps and improve agent effectiveness.
• Supported onboarding and helped new team members understand processes, customer service standards, and operational expectations.
• Reviewed customer interactions and provided constructive feedback on communication, accuracy, compliance, and issue resolution.
• Handled escalated customer and client concerns and worked with relevant teams to identify appropriate solutions.
• Prepared and communicated performance updates and operational reports to management.
• Reinforced company policies, procedures, workflows, and service standards across the team.
• Communicated management-approved disciplinary actions and employment decisions professionally and appropriately when required.
• Supported performance improvement by identifying skill gaps, providing coaching, and following up on agreed expectations.
• Collaborated with management and cross-functional teams to address operational issues and maintain service continuity.
• Promoted a customer-first culture while balancing service quality, productivity, and operational requirements.

Customer Service Representative at VXI Global Holdings

• Provided customer service to U.S. and Canadian customers through phone, chat, and email.
• Resolved billing, account, product, order, and service-related concerns accurately and professionally.
• Maintained detailed and accurate CRM documentation for customer interactions and case resolution.
• Handled customer complaints and escalations while maintaining empathy, professionalism, and effective communication.
• Consistently worked toward key performance indicators including CSAT, AHT, QA, and FCR.
• Applied active listening and problem-solving skills to identify customer needs and provide appropriate solutions.
• Completed timely follow-ups and maintained accurate customer records.

Online English Teacher at 51Talk Philippines

• Delivered online English lessons to international students through virtual communication platforms.
• Built positive relationships with students through clear communication, patience, and active listening.
• Adapted communication and teaching approaches based on individual customer/student needs.
• Maintained professionalism and engagement in a remote working environment.