Lourdy Cuizon

Results-driven Customer Support Supervisor with over 5 years of experience leading remote customer service operations for U.S.-based companies. Proven expertise in team leadership, email support management, customer retention, dispute resolution, chargeback investigations, and workflow optimization. Highly proficient in Zendesk, Sticky.io, Google Workspace, and AI-powered productivity tools.

Recognized for strong written English communication, operational excellence, and the ability to build high-performing remote teams while maintaining exceptional customer satisfaction.

Supervisor - SkinnyRx - Remote (United States)

(2024-03 - 2026-06)

• Lead and supervise a team of 30 customer service representatives using Zendesk, ensuring operational efficiency and adherence to performance standards.
• Investigate and manage customer chargebacks and disputes across Stripe and Affirm platforms, preparing evidence packages to protect company revenue.
• Develop and implement Standard Operating Procedures (SOPs) that improve workflow efficiency and team productivity.
• Conduct daily coaching, training, and mentoring sessions to strengthen team performance and customer service quality.
• Support recruitment, hiring, onboarding, and training initiatives for new team members.
• Resolve complex customer escalations and complaints while maintaining positive customer relationships.
• Authorize returns, exchanges, refunds, reductions, and operational adjustments in compliance with company policies.
• Generate operational reports and monitor team performance metrics

Team Leader - VOXCS.COM - Remote (United States)

(2021-06 - 2024-02)

• Manage more than 50 customer inquiries daily, effectively resolving escalations and sensitive customer concerns.
• Achieved an 80% customer retention rate by identifying customer needs and providing personalized solutions.
• Maintained strong relationships with high-value customers through proactive communication and follow-up.
• Consistently achieved high First Contact Resolution (FCR) rates while maintaining accurate CRM documentation.
• Assisted agents in handling escalated cases and improving customer satisfaction outcomes.
• Collaborated with management to enhance service quality and operational processes.

Bachelor of Science - Criminology - Nova Schola College