I’m more accustomed to email handling rather than phone calls when it comes to customer service. But I’m fluent in English so I can manage to handle the situation if both parties need clarification, and also during internal company meetings. The reason for this is I’d like to work at a quiet pace so I can focus on resolving issues or working on a project so I can produce a perfect result. I am a fast learner, self-starter, and analytical-thinker. I have experienced being acknowledged and awarded from one of my previous jobs for resolving the most difficult customer complaints during my time because I LOVE resolving conflicts through analyzing situations and providing the most satisfying resolution on the customers’ behalf. I also love working with Excel/Google sheets and working with numbers. 

My employment history includes: 

Order Processing/Customer Service:

– Processing orders from customers from phone calls and emails.

– Responding to customer’s concerns regarding order inquiry, claims inquiry, and delivery information.

– Ensures customer’s orders from all sites and marketplaces are processed as required.

– Ensures that all customer’s claims, delivery issues, and Invoice pricing issues are resolved on time.

– Corresponds with all Warehouse and Logistics partners to ensure orders are delivered within the expected date of arrival and investigate errors, troubleshoots irregularities, and clearing other issues.

– Checks and Reconciles stock levels and produces summary reports as needed.

Senior Customer Service Specialist:

– Owns overall responsibility for Claims management that includes Invoice Pricing disputes, Order returns, rejection, and redelivery, and Logistics issues.

– Maintaining and creating data tracker for all processed claims.

– Publishes all weekly, monthly, quarterly & ad-hoc claims related excel reports

– Assisting the team and advisor of the process to ensure the accuracy of the overall outcome.

– Leads RCA (Root Cause Analysis) and Improvement Action steps for the team’s order processing errors and ‘Claims Process’ errors.

– Communicates with managers regarding the planning, implementation, and improvisation of Team processes.

– Created training materials, and trained new employees and explained methods and procedures comprehensibly.

Pay-per-Click/SEM:

– Developing campaigns in Amazon Seller Central, AMS, and other campaign tools through the knowledge of the company’s products and target market/s.

– Review and Analysis of PPC metrics such as Impressions, Clicks, CTR, Conversion, Acos, Customer Search Term, and keywords.

– Searching for keywords that positively impact sales in Amazon and determining which ones work best on specific products and markets.

– Preparing reports to show trends and graphs that draw insights from existing campaigns.

– Optimizing Seller Central campaigns by systematically adjusting keyword bids and adding negative keywords to the campaigns from potential profit-sucking terms.

– Pursuing growth of profit through constant keyword research and incorporating them into the existing portfolio of profitable campaigns.

– Initiating and participating in workflow and process improvements.