Ruby Bernal Email & Phone Number

Manila, National Capital Region, Philippines

● Create and propose the customer service organizational structure that will meet and foresee the needs of the Company and its clients ● Develop the process flows, service level agreements, spiels/scripts, and other guidelines for inbound and outbound calls, emails, and chat, among others, to serve as the basis for the operations of the Customer Service Department ● Recommendthe most appropriate customer support best practices, customer success metrics, and key performance indicators for the business and draft the process of monitoring, evaluation, and reporting targets ● Leadthe development of learning modules and training programs to ensure the effective, efficient, and smooth transfer of knowledge to the members of the Vertical and other key personnel ● Identify, source, and recommend suppliers/providers of the Company’s Customer Relationship Management tools such as Zendesk or Freshdesk and other software and equipment to document daily recordings, inquiries, issues, and resolutions ● Review and develop further the company’s FAQs or list of frequently asked questions

Provided both strategic direction and day-to-day management of customer support tasks in the organization from policy and key targets development to handling and resolving customer needs and concerns across all verticals namely, the online marketplaces and logistics services ● Developed and improved customer success strategies and best practices in close coordination with the Management Committee and other external partners ● Ledandmaintained the performance of the Customer Success Department including the conduct of training programs, constant review of organizational structure, and guidance to monitor and improve the performance of the unit and team members ● Set up the structure, processes, and customer relationship management tools responsive to the needs of the company and to ensure customer satisfaction, retention, and loyalty ● Performed leadership roles both in the Customer Success and Business Development Departments, from acquiring, onboarding, and training merchants to ensuring that customer support is provided during the whole customer journey