J
Jemimah Macalaguim
About
Detail
Metro Manila, Philippines
Résumé
Jobs
verified_user
0% verified
Customer Service AssociateVitableJun 2022 - Current (4 years 1 month)Deliver end-to-end customer support via phone, email, and live chat with empathy and speed. Manage order processing and proactively resolve high-risk or flagged transactions. Manage Facebook, Instagram, and TikTok—driving content, engagement, and fast issue resolution. Create and analyzeweekly reports totrack feedback trends and support service improvements. Improve and document service and operations processes to support scaling efforts. Work cross-functionallywith product, fulfillment, and operations teams.- CCustomer Service AnalystCitibank (US Account)Dec 2019 - Apr 2022 (2 years 5 months)Resolved client concerns on transactions, accounts, and service requests efficiently. Handled sensitivefinancial data with strict adherenceto confidentiality standards. Coordinated with internal teams to escalate and resolve complex issues. Contributed to process improvement by identifying service gaps through trend monitoring.
- MCustomer Service RepresentativeMacy's – E-Commerce Division (US)Aug 2017 - Dec 2019 (2 years 5 months)Assisted online customers with order concerns, including returns, exchanges, and delivery issues. Maintained high standards of courtesy, accuracy, and responsiveness across calls. Logged interactions and escalated unresolved cases promptly. Exceeded KPIs in call resolution time and customer satisfaction scores.
- PSales Training OfficerPersonal Collection Direct Selling Inc. (PH)Jun 2016 - Jun 2017 (1 year 1 month)Designed and facilitated sales training programs for branch staff. Monitored recruitment and supported sales strategy implementation. Ensured operational and customer service efficiency at the branch level.
Education
verified_user
0% verified
- Bachelor's Degree in PsychologyPolytechnic University of the Philippines