Profile Title
Merchant Success Advocate
In Lanao del Norte, PhilippinesAbout Me
Thoughtful, personalized conversations with Merchants through chat and email. Relayed and advocated for merchant feedback received to help inform product decisions. Facilitated important cross-functional team communication as an advocate for merchants. Acted as a point of contact and business coach for the merchants while sharing best practices, solutions, and recommendations.
Identified prospective Shopify merchants and worked to recommend solutions to improve their performance with the apps. Helped in any area of the product (help documentation, product research, etc.).
Experience
Booster SEO & Nova Apps (formerly Booster Apps)
Jan 2023 - Present
Rivo (Sister Company)
Aug 2022 - Jan 2023
Dublin, Ireland | Remote
Merchant Success Advocate
- Thoughtful, personalized conversations with Merchants through chat and email. Relayed and advocated for merchant feedback received to help inform product decisions.
- Facilitated important cross-functional team communication as an advocate for merchants.
- Acted as a point of contact and business coach for the merchants while sharing best practices, solutions, and recommendations.
- Identified prospective Shopify merchants and worked to recommend solutions to improve their performance with the apps.
- Helped in any area of the product (help documentation, product research, etc.).
QIMA (formerly AsiaInspection)
Cebu City, Cebu | Hybrid
Senior Client Service Coordinator Apr 2022 - Oct 2022
- Supervised a team of Support Associates, plot schedules, and train new hires. Continuously finding ways to improve payment collection and lower the company's Days Sales Outstanding.
- Work closely with Accounting and Sales-in-Charge to make the client's accounts up to date.
Client Service Coordinator II
Feb 2021 - Apr 2022
- Communicate efficiently with clients: providing quotations, processing orders, and responding to messages.
- Handle some sensitive issues, for instance, when a client needs a polite reminder to pay an overdue invoice or send the account to a debt collection agency.
- Resolve client’s billing complaints by performing tasks such as payment collection and allocation, refund, and invoice revision.
Client Service Coordinator
Nov 2017 - Feb 2021
- Led the Payments and Collection Team.
- Responding to customer queries in a timely and accurate way, via email and chat. Maintained client satisfaction with forward-thinking strategies focused on addressing client needs and resolving concerns.
Education
SOUTHERN DE ORO PHILIPPINES COLLEGE
Cagayan de Oro City, Misamis Oriental
Bachelor of Science in Information Technology (Apr 2017)
Skills
- Customer Service & Support Multi-tasking
- Written communication
- Type 65 WPM Tech savvy
- Microsoft Office proficiency Attention to detail Analytical skills
- Independent worker & team player
Tools
- Freshdesk, Intercom, Crisp
- Slack, Microsoft Teams, Skype, Zoom NetSuite, Tableau
- Asana, Notion, HelpScout
- Google Workspace
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