Erika-Dane Acera

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Senior Customer Experience

DKK Brands

Dec 2024 - Nov 2025 (1 year)

Managed B2B and B2C pre- and post-sales inquiries across multiple channels (email, chat, phone, social), ensuring fast, accurate, and empathetic responses. Monitored and responded to Trustpilot reviews and public feedback, improving brand reputation and customer trust. Led escalation handling, resolving complex issues by collaborating cross-functionally with Operations, Finance, Sales, and Fulfillment teams. Partnered with B2B accounts to drive reorders, secure payments, and negotiate payment terms, directly supporting revenue growth and retention. Prepared and issued invoices, tracked receivables, followed up on overdue accounts, and aligned with Finance on collections and reconciliations. Coordinated logistics and international shipments

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Customer Success Executive

ART MASTERCLASS

Jan 2024 - Nov 2024 (11 months)

Respond to customer inquiries via email, phone, and chat with professionalism and warmth. Provide guidance on available workshops, booking procedures, and answer general queries. Manage class rebookings and cancellations, assisting customers in finding alternative dates that meet their needs. Follow up with customers to ensure they have all necessary details and reminders for upcoming bookings. Implement strategies to retain customers by addressing concerns, offering alternatives, and providing additional support where possible. Gather customer feedback to identify potential areas of improvement in our services. Process refund and replacement requests within policy guidelines, ensuring a seamless experience. Analyze cases to determine if pr

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Customer Service Manager

CHARMED AROMA

Jan 2017 - Oct 2023 (6 years 10 months)

Team Leadership: Directed a customer service team handling inquiries from prospective, current, and past customers. Meeting Facilitation: Orchestrated town hall meetings between the customer service and warehouse teams, fostering collaboration and communication. Supervision and Development: Supervised and motivated staff, providing coaching and training to ensure peak performance. Policy Development: Designed effective policies and procedures guiding customer service representatives in addressing inquiries. Recruitment and Training: Oversaw recruitment and training initiatives, ensuring high-quality customer service delivery. Reporting and Inventory Management: Generated weekly sales and inventory reports, managed restocking shipments, and

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Customer Service Representative

DKK Brands

Jan 2016 - Dec 2017 (2 years)

Respond promptly and professionally to customer inquiries via email, phone, and live chat. Provide accurate information about products, promotions, and order status. Assist customers in selecting products and offer guidance on order-related issues. Process and track customer orders, ensuring accuracy and timely delivery. Collaborate with the fulfillment team to address shipping and inventory concerns. Handle returns, exchanges, and refunds following company policies. Identify and efficiently resolve customer issues. Escalate complex problems to the appropriate department while maintaining a positive customer experience. Stay informed about Charmed Aroma's product offerings, promotions, and company policies. Provide product recommendations t

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Customer Service Representative

TASKUS - Bonifacio Global City

Aug 2014 - Nov 2016 (2 years 4 months)

Deliver high-quality service to customers and partner drivers via e-mail. Assisted in answering customer inquiries and resolving issues. Collaborated with the team to develop and implement new customer service processes. Assisted in creating and maintaining customer service training materials.

Trainer

Advantmed

Jan 2012 - Aug 2014 (2 years 8 months)

Developing materials, such as digital presentations, how-to manuals, and instructional videos. Preparing procedures and policies regarding sales techniques and appropriate agent conduct. Scheduling and conducting training sessions on various call center topics to prepare and support new employees. Training experienced employees on new or updated call center procedures to improve their performance. Observing the daily operations of call center employees and identifying any areas of improvement. Liaising with team leaders and managers to conduct on-the-job coaching. Measuring the effectiveness of training sessions and preparing individual or team progress reports. Creating and managing the training budget. Ensuring employees keep up their pro

Customer Service Representative

Sutherland Global Services

Aug 2009 - Dec 2011 (2 years 5 months)

Confidently answer contacts, through multiple channels (i.e. Phone, Email, Chat), from customers our company's products and services. Proactively guide and address customer questions regarding but not limited to; PayPal Products, Resolution Center, Purchase Protection, Seller Protection, Claims Management Processes, Chargebacks, Policy, Procedures and complete Issue Resolution. Champion the customer's issues and work on their behalf to achieve resolution to queries real time using customer information, appropriate technology and the appropriate policies/procedures. Adhere to guidelines for account confidentiality and maintain the privacy and security of all PayPal customers. Take a dynamic approach with customers, investigate inquiries, use

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