Lovelee Joy Rios

Detail-oriented operations and customer service professional with 10+ years of experience supporting order processing, product research, inventory replenishment, data entry, order tracking, and discrepancy resolution for U.S. consumers and businesses. Experienced in verifying transaction and customer information, coordinating with internal and external teams, maintaining organized records, and supporting accurate service in fast-paced environments. Proficient in Salesforce.

Fast Food Service Crew | Customer Service and Food Operations at ACOSTA FAMILY McDONALD'S (2026-03 – Present)

• Serve 100+ customers per shift while maintaining a professional, responsive, and customer-focused approach.
• Replenish shift inventory and packaging items to prevent delays, ensure food safety, and support uninterrupted operations.
• Coordinate with team members to prioritize orders, maintain workflow, and meet service-time and quality expectations.

Amazon and eBay Product Research Assistant at FAMILY BUSINESS SUPPORT (2022-05 – 2026-03)

• Researched and compared 400-500+ products weekly across Amazon and eBay, assessing market demand, competitor listings, pricing, customer reviews, product performance indicators, and potential profitability.

Team Lead, Customer Service at POLYMATH MARKETING TECHNOLOGY CONSULTANCY, OPC (2021-05 – 2022-04)

• Led and guided 16 customer service agents, monitoring attendance, queue coverage, productivity, and case resolution across multiple U.S. client accounts in cryptocurrency, mining services, e-commerce purchases, and change-of-address accounts.
• Managed an average of 50+ customer calls and tickets daily, maintaining responsive service during high-volume periods.
• Achieved an 80-85% CSAT by coaching agents, reviewing cases, and reinforcing service standards.
• Reviewed and approved 30-40+ refunds, escalation tickets, and complex customer cases weekly.
• Monitored call dashboards and adjusted agent availability to support queue coverage during changing call volumes.

Inside Sales Support Agent at TELEX BUSINESS SOLUTIONS (2021-01 – 2021-04)

• Converted 80% of inbound sales inquiries into completed floral orders by recommending occasion-specific arrangements.
• Increased average order value by 60% through targeted upselling of floral upgrades, add-ons, and complementary products.

Lead Generation Specialist at DBTEL MARKETING SOLUTION (2020-05 – 2020-12)

• Generated and qualified 1000+ leads for a student-loan campaign via targeted outbound customer conversations and eligibility.

Travel Reservations Agent at SOPHI, INC. (2017-08 – 2020-03)

• Managed and verified 1000+ monthly hotel reservations for accurate booking details, requests, and provider confirmations.
• Resolved 300-400+ monthly booking discrepancies and customer requests through direct coordination with hotels and third-party reservation providers.

Customer Service Representative at QUALFON PHILIPPINES, INC. (2014-07 – 2017-06)

• Handled ~60-80+ inbound customer calls daily involving account servicing, payments, mobile plans, and troubleshooting.
• Diagnosed technical issues involving mobile calls, messaging, data connectivity, and physical device performance.
• Processed airtime payments and refill options and coordinated eligible phone replacements to preserve customer relationships.

Appointment Scheduler at MCNEIL CALL CENTER SOLUTIONS (2012-06 – 2014-07)

• Generated prospective customer interest and qualified leads in service plans through outbound calling.
• Scheduled 15-20+ qualified appointments weekly by identifying customer needs and coordinating follow-up consultations.

Administrative Assistant at FLASHCOMMUNICATIONS INC. (2011-05 – 2012-05)

• Digitized pawnshop ticket information through accurate customer data and organized physical tickets by date.

Bachelor of Arts in English – Mindanao State University-Iligan Institute of Technology