Richell P.
✨ Newly AddedDelivery Experience Manager, Customer Happiness Team
Notable Highlight
She consistently reported month-on-month issues tied to a problematic logistics carrier, using ticket trends and customer complaints to build the case for change.
Experience Summary
Richell | Philippines | Richell had more than 15 years of experience as a customer service manager. She worked as a Delivery Experience Manager at WGAC, where she led 3 team leaders overseeing approximately 30 team members. Her experience included people management, coaching team leaders and agents, handling complex customer escalations, performance management, hiring, and driving process improvement initiatives in customer support. She worked closely with logistics stakeholders, monitored customer service metrics, and used reporting to recommend operational improvements. She was proficient in Zendesk, Shopify, Looker, Monday.com, Google Calendar, and Slides.
Key Achievements
She consistently reported month-on-month issues with a problematic logistics carrier, using ticket trends and customer complaints to build the case for change. Her persistence influenced the logistics team to switch carriers, which improved customer satisfaction and reduced delivery-related contact rates.
Skills
Experienced in leading customer support teams through team leaders while also coaching agents directly Strong in process improvement, stakeholder collaboration, and operational problem-solving Comfortable handling complex customer escalations and managing performance-related responsibilities Proficient in support and reporting tools including Zendesk, Shopify, and Looker
Work Experience
Delivery Experience Manager
WGAC · Remote · Oct 2022 – Present
- Coach and mentor Delivery Experience Mentors to drive team performance and deliver an exceptional customer experience.
- Report key performance insights and team needs directly to the Head of Customer Service to inform strategic decision-making.
- Develop and present recommendations for capacity adjustments and upskilling initiatives to enhance team capabilities.
- Conduct deep-dive analyses of team performance metrics to identify operational challenges and opportunities for strategic improvement.
- Collaborate with cross-functional teams, including Logistics, to present data-driven insights on customer ticket trends and spearhead initiatives to improve the delivery experience.
- Identify and eliminate operational bottlenecks by leading process improvement projects, enhancing both team productivity and the quality of the customer delivery experience.
- Conduct in-depth annual reviews to assess performance, provide constructive feedback, and establish clear goals for professional development for Delivery Experience Mentors.
- Provide data-driven recommendations for the annual salary review process based on individual contributions and performance metrics of Delivery Experience Mentors.
- Collaborate with the People & Culture team to critically review and approve annual performance ratings, ensuring all outcomes were equitable and data-driven.
Delivery Experience Mentor
WGAC · Remote · Feb 2020 – Oct 2022
- Develop a high-performing Delivery Experience team through targeted coaching and mentorship, resulting in top-tier customer satisfaction scores.
- Report to Customer Service Manager on team performance, operational challenges, and resource needs to ensure all team members had the necessary support to excel.
- Collaborate with the People & Culture team to implement tailored development plans and address work-related needs, fostering a supportive and high-performing team environment.
- Process monthly team invoices to ensure accurate and punctual payment for all members.
- Manage the complete annual performance cycle for team members, including conducting performance reviews, facilitating career development planning, and providing recommendations for salary adjustments.
Senior Process Executive
CTSP · Taguig City, Philippines · Feb 2016 – Feb 2020
- Act as the primary scheduling coordinator for a team of Insurance Auditors, managing complex calendars and arranging all client appointments.
- Serve as a key liaison between auditors and insured clients, clearly communicating the audit type (physical or virtual) and outlining all documentation requirements.
- Facilitate a smooth audit process by ensuring clients were fully prepared with the required records, leading to more efficient and effective engagements.
Customer Service Representative
MP · Quezon City, Philippines · Jan 2014 – Nov 2015
- Serve as the primary point of contact for customer support, providing accurate information and handling all cancellation and refund requests via phone, email, and live chat.
- Empower customers to resolve complex issues by making strategic exceptions to standard procedures, resulting in increased customer satisfaction and retention.
Customer Service Representative; Technical Support; Team Lead
VP · Quezon City, Philippines · Oct 2010 – Jun 2013 · Team Leader
- Lead a team of 14 customer service professionals, managing their performance and providing targeted coaching to ensure the accurate and empathetic handling of sensitive tax inquiries.
- Technical Support Representative
- Diagnose and resolve a wide range of customer issues, specializing in data connectivity, router configurations, and modem hardware failures.
- Systematically identify root causes by guiding customers through a logical sequence of troubleshooting steps, from checking physical connections to analyzing device settings.
- Provide end-to-end problem resolution, managing the entire support process from initial customer contact to confirming that their service was fully restored.
- Customer Service Representative
- Serve as a primary point of contact for customer inquiries, consistently delivering timely and accurate information regarding billing, product support, and account status.
- Manage the refund authorization process for team members of a major US retail client, meticulously verifying requests against policy guidelines to ensure compliance.
- Maintain a high standard of service for both external customers and internal client partners, demonstrating an ability to handle diverse support and processing tasks with precision.
Customer Service Representative
DMP · Tarlac City, Philippines · Jan 2009 – May 2010
- Maintain up-to-date knowledge of store policies regarding payments, returns, and exchanges.
- Organize daily sales reports for the sales department to track product success.
- Work as a team member performing cashier duties, product assistance, and inventory.
- Generate sales and inventory reports in Excel with data from a variety of sources, maintaining a 100% accuracy rate.
- Assist customers with store and product complaints.
- Perform store opening duties, including counting cash drawers and checking all equipment for proper functioning.