Nestlie Socorro Apil

E-Commerce Operation Team Manager

Human Resources

Pasig City, Eastern Manila District

Tungkol kay Nestlie Socorro Apil:

I have a demonstrated history of working in the Communication and communications industry. Skilled Marketing Strategy Development & Implementation as well as Client Management with extensive experience in handling large-scale accounts from the Financial Services to Ecommerce sectors (B2C). My background includes honours degree in Human Resource Management which has allowed me to become more analytical and focused on how data can be used to improve business decisions for the future. I thrive in fast paced environments and strive towards a goal that has been set to deliver

Karanasan

Monoprice Inc. Cubao, Quezon City

E-Commerce Operations Team Manager March 2024 - Present

E-Commerce Operations Subject Matter Expert January 2023 – March 2024

E-Commerce Operations Associate July 2021 – January 2023

Serve as a trusted advisor to colleagues, providing valuable insights, guidance, and problem-solving skills to support their success.
Collaborate effectively with cross-functional teams to analyze, interpret, and clearly communicate complex information, leveraging in-depth knowledge and expertise in the assigned subject area. Directly reporting to both the Philippines and USA offices.
Design and implement comprehensive training programs to educate team members on specialized subject matter, fostering a deep understanding and proficiency.
Identify and address common customer complaints and issues, working closely with other departments to develop and implement effective solutions, ensuring a seamless customer experience.
Contribute to the creation of relevant documentation, reports, and presentations, providing valuable insights and expertise.
Collaborate with other departments, such as logistics and product development, to develop training materials related to process and policy updates, ensuring a consistent and seamless customer experience.
Ensure the timely and appropriate resolution of customer inquiries by providing detailed responses, escalating/engaging other departments as needed, and adhering to defined procedures.
Lead and manage a team of customer service representatives responsible for preventing and investigating fraudulent activity in marketplace channels, ensuring the integrity and security of our platform.

KGB Philippines/Conduit Global Ortigas, Pasig City

E-Commerce Client Experience Specialist February 2020 – July 2021

Successfully manage a messaging platform, prioritizing exceptional customer service and maintaining a targeted issue resolution rate of 97%.
Proficiently handle customer inquiries and concerns related to orders, deliveries, and products/services via email and chat, utilizing Salesforce and FreshChat software for a prominent e-commerce account.
Foster effective communication between departments to streamline order workflows and enhance overall efficiency.
Take a proactive approach to project creation and demonstrate technical proficiency to assist customers experiencing difficulties, including troubleshooting error messages.
Ensure prompt and accurate responses to routine inquiries from both internal and external customers regarding products and services.
Demonstrate meticulous attention to detail and exceptional customer expectation management when processing customer requests and concerns.
Prioritize high-quality conversations with 20+ customers per day, effectively managing multiple interactions, and adapting to a fast-paced work environment with ease.

LNN Trading Pasig City

Marketing/Administrative Assistant June 2015 - February 2020

Expertly handle general office administration, including multi-line phone management, visitor welcoming, and efficient call/message routing.
Streamline administrative support for 40% of the company, processing purchase orders, service contracts, and financial reports with precision and efficiency.
Proactively identify opportunities to optimize processes, enhancing accuracy, efficiency, and customer service department responsiveness.
Strategically manage office inventory, ensuring timely restocking and bi-monthly purchase orders to maintain optimal stock levels.