Experience

Esusu

• United States
• Financial Services
• 100 - 200 Employee

• Loan Manager

  • Mar 2023 - Present

• Credit Risk Specialist

  • Feb 2022 - Mar 2023

  New York, United States



Crazy Cake Lady Iloilo

• Philippines
• Manufacturing

• Co-Founder/Creative Director

  • Nov 2019 - Present

  Iloilo, Western Visayas, Philippines



Jumpcut, Inc.

• United States
• Advertising Services
• 1 - 100 Employee

• Director Of Customer Service

  • Jul 2018 - Oct 2019

  Greater Los Angeles Area

• Customer Service Champion

  • Apr 2018 - Jul 2018

  Greater Los Angeles Area - Trained to respond with personalization and warmth to online course students via email. - Built a manual ticket tracking system on Google Sheets that will calculate productivity that was rolled out to the entire CS team. During this time, the team didn't have any metrics or KPIs yet, this was the first. - Led a group of 2 new and 3 tenured agents to consolidate, review, and revise all ~500 email macros (canned responses) uploaded on Zendesk. I overhauled the macros and created a… Show more - Trained to respond with personalization and warmth to online course students via email. - Built a manual ticket tracking system on Google Sheets that will calculate productivity that was rolled out to the entire CS team. During this time, the team didn't have any metrics or KPIs yet, this was the first. - Led a group of 2 new and 3 tenured agents to consolidate, review, and revise all ~500 email macros (canned responses) uploaded on Zendesk. I overhauled the macros and created a system for naming, documenting, and updating them that would ensure that the maintenance of the macros was a straightforward task so even new hires can do it if needed.



Kogan.com

• Australia
• Retail
• 100 - 200 Employee

• Customer Support Specialist

  • May 2014 - 2017

  Melbourne, Australia Kogan.com is a pioneer of Australian eCommerce with a growing portfolio of retail and service businesses. Now, it's the largest Australian pure-play online retail website with hundreds of thousands of visitors each day and a customer base of millions of shoppers. . This was my training ground for all things customer service. My time here taught me how to address customer concerns for a diverse and expansive portfolio of products and services and how to de-escalate irate… Show more Kogan.com is a pioneer of Australian eCommerce with a growing portfolio of retail and service businesses. Now, it's the largest Australian pure-play online retail website with hundreds of thousands of visitors each day and a customer base of millions of shoppers. . This was my training ground for all things customer service. My time here taught me how to address customer concerns for a diverse and expansive portfolio of products and services and how to de-escalate irate situations effectively across all channels, whether via email, chat, or on a call. I contributed to the team by creating easy-to-follow guides for complex processes, streamlining workflows, and writing/revising canned responses that are confusing to customers. Examples: - Pioneered the voicemail and outbound call team and drafted a workflow and process for this new skill that made it seamless for the tranisitioned team members to pick up on and start. - Created a flowchart for the complex refund process so it is easy to understand and follow even by new hires of the team. The leadership team eventually added the flowchart to the new hire's training and it is still in use up to date. Show less