Ronald F.

✨ Newly Added

Customer Service Manager

Philippines11+ years experience$2,500/mo

Notable Highlight

Led Veg. to Newsweek's America's Best in Customer Service (2022–2024) while managing all customer experience operations across multiple e-commerce platforms and teams.

Experience Summary

Customer experience and operations leader with 10+ years of support, team leadership, and e-commerce experience. Demonstrated expertise in CRM platforms, customer service strategy, and cross-functional collaboration. Built and scaled customer service teams while maintaining brand reputation and achieving service excellence.

Key Achievements

Ronald scaled Veg. from approximately 2,000 to over 10,000 active subscribers worldwide while maintaining strong customer experience operations. As the company's first customer support specialist, he built the entire customer service department from the ground up, overseeing hiring, onboarding, training, and performance management of a growing support team. He led the migration of customer support operations from WordPress to Shopify, enabling the business to scale efficiently and handle higher customer volumes. Ronald managed customer retention, service recovery, and churn reduction initiatives that contributed to subscriber growth and loyalty. During his tenure, Veg. earned Newsweek's "America's Best in Customer Service" recognition in the Online Retailers category for three consecutive years (2022, 2023, and 2024). He established operational foundations that drove both customer satisfaction and business growth.

Skills

ShopifyGorgiasZendeskKayakoKlaviyoRechargeSalesforceAmazoneBayEtsyCratejoyShipHeroWordPressWooCommerceClickUpNotionAsana

Work Experience

Freelance Online Work, Lead Generation and Data Research Tasks

September 2025 – Present

Senior Customer Experience Specialist

Veg. · Remote · Mar 2021 – Aug 2024

Managed all customer service operations, serving as the main point of contact through email and multiple CRM/ticketing platforms, consistently achieving excellent KPI and metric ratings.
Streamlined customer service operations, leading to enhanced efficiency and customer satisfaction.
Maintained brand reputation and responsiveness by managing engagements across social media platforms and external blogs.
Handled payment concerns and escalated issues originating from the company's various e-commerce platforms.
Partnered with Sales, Web, and Operations teams to synchronize initiatives, optimize workflows, and improve customer experience.
Regularly updated and published the company's FAQ and knowledge base resources.
Proactively tracked issues to reduce product reshipments and secured reimbursements from logistics partners for lost or damaged shipments.
Delivered weekly performance summaries with actionable insights, focusing on key metrics like damaged item rates, replacements, and recurring customer issues.
Achieved Newsweek.com - America's Best in Customer Service (2022, 2023, 2024) - Category > Online Retailers.

Customer Support & Leads Researcher

AH · Remote · Apr 2018 – Nov 2018

Researched and expanded client and account lists, updated customer listings, and developed promotional materials for youth-focused camps and class sessions.

Team Lead, Caregiver Profiles & On-boarding Support

KC · Remote · Apr 2017 – Feb 2018

Managed and led a team of remote agents in assisting and guiding US caregivers from onboarding, online profile creation, and work assignments/placements.

Team Lead & Head, Customer Service

LP · BGC Taguig City, Philippines · Oct 2014 – Mar 2016

Led and streamlined the Customer Service Department, overseeing customer relations, account management, retail and corporate billing concerns, fraud detection, and technical support.