Marie Louise Hermano Customer Service Leader | Team Management | Customer

Jobs 0% verified

P

Customer Service / Operations Management

PhytageLabs

Jan 2021 - Apr 2026 (5 years 4 months)

• Manage customer service day-to-day operations.
• Developed retention strategies which have drastically reduced the refund rate.
• Established department standards and ensure agents are meeting their KPIs.
• Improved customer service quality through evaluation, revising processes and agent coaching sessions.
• Keeping knowledgebase up-to-date.
Offer Team Manager

Peddle

Nov 2014 - Jan 2021 (6 years 3 months)

• Assist sellers by generating quotes based on a series of questions asked pertaining to the vehicle’s condition.
• Hiring and onboarding new offer agents, monitor and develop strategies to ensure the team meets the KPIs as well as discussing objectives and corresponding action plans.
• Coaching and evaluation by discussing monthly stats report focusing on area of improvement.
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Customer Service Supervisor

Missesdressy

Jul 2011 - Jan 2014 (2 years 7 months)

• Customer assistance through phone, live chat and email
• Performed admin tasks such as contacting designers to place special order dresses, link building and link removal.
• Managed the team’s schedule, training, performance evaluation as well as assisting customers with escalated concerns.
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Customer Service Representative

Timtechs

Apr 2009 - Jan 2011 (1 year 10 months)

• Handled customer service through all channels like phone, email and live chat.
• Order processing and returns handling.
• SEO article writing
Collections Specialist

Washington Mutual

Apr 2008 - Jan 2009 (10 months)

• Inbound customer support for customers calling about their past due accounts, collecting and processing payments and assisting non-customers on inquiries about balance transfers.

Education 0% verified

Marie Louise Hermano

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Marie Louise Hermano

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Behavioral traits