Myrel Lim

MYREL LIM LEVEL 3 E-COMMERCE | LEVEL 2 TECHNICAL SUPPORT HELPDESK PERSONAL DETAILS Date of Birth: September 4, 1994 Nationality: Filipino Religion: Roman Catholic QUALIFICATION SUMMARY Experienced Level 2 Technical Support Analyst with a demonstrated history of working in the internet industry and Level 3 E-commerce. Skilled Birthplace: Olongapo City in Analytical Skills, Credit Analysis, Tech-savvy, Civil status: Single Order Processing, Time Management, Sales, Sex: Female Communication, English, and Leadership. Strong business development professional. REACH ME AT- CAREER HISTORY E-Commerce Level 3 Senior Analyst Disputes (Shopee Brazil and Philippines) Shopee Philippines Inc. | January 2020 - Present linkedin.com/in/myrel-lim-024a26197- 96 McArthur Hi-way Mabuco Hermosa, Bataan 2111 KEY STREGHTS Customer service-oriented Able to work under pressure and multitasking Product and service expertise Excellent communication Help Desk Follows instructions and deliver quality results Efficient problem solving skills Successful working in a team environment, as well as independently Handles high-level complaints and fraud issues. Operations support emails on Salesforce I cater Shopee Malaysia, Mexico, Brazil and Philippines. Facilitate and monitor the effective implementation of reattempt follow up activity and updates. Respond swiftly, competently, and professionally to internal and external customer escalations while achieving precise quality requirements. Involved in the day to day resolution of various disputes between seller, buyer, and the 3rd party logistics providers in the Shopee platform. Assists our sellers make the most of the our platform, and provide them information relevant to their products to maximize their sales. Follow established procedures and rules while providing excellent customer service to fulfill deadlines. SKILL SUMMARY English Speaking/ Writing PC & MS Office proficient Community Forum Moderation Customer Support Technical Support Phone Support Email Support CHARACTER REFERENCE Kristna De Villa Shopee Dispute Senior Supervisor- Level 2 Google Hardware Technical Support Sykes Asia Inc. | December 2016 - December 2019 Handles high-level complaints Experience with assisting tier 1 associates with product related consults and escalations. Takes escalated transfer calls from a level 1 agent. Experienced with handling disgruntled and difficult customers. Handled customer inquiries and troubleshooting related to streaming products. Channels of communication involved phone, chat and email. Experience in troubleshooting networking concerns for Google Wi-Fi Experience in troubleshooting hardware devices like Google Home, Google Chromecast, Google Nest thermostat, Nest Protect. Experience in creating ticket for Dispatch Operations support emails on Salesforce Receiving and placing customer service telephone calls Eufron John Grafilon III Shopee Dispute Senior Supervisor- Level 2 Microsoft Help Desk Carmina Delos Reyes Sutherland Global Services Inc. | October 2013 December 2016 Shopee Senior Operation Manager- ACADEMIC HISTORY Bataan Peninsula State University Associate in Computer Technology Dinalupihan, Bataan June 2011 - March 2013 Do callbacks on all escalated issues. Takes escalated transfer calls from a level 1 agent. Provide remote assistance, walk customer thru in resolving software problems. Independently identify, troubleshoot, document, categorize and replicate customer problems and escalate more complex problems as necessary. Assist the customer to install Microsoft and Windows Software. Level 1 Microsoft Technical Support Sutherland Global Services Inc. | April 2013 October 2013 JOSE RIZAL INSTITUTE Orani, Bataan June 2008 - March 2011 Performs online chat with the customer. Provides basic troubleshooting remotely. Upsells Services for issues that needs to be escalated. Takes in calls for customer who would like to purchase either products or services from the Microsoft Store website and process their orders.