SUMMARY
E-Commerce, Account Management, Marketplace Operations, and Customer Support professional with 16+ years of experience across international e-commerce, retail, aviation, financial services, and business development. Experienced in managing merchant and brand accounts, supporting marketplace operations, monitoring account performance, coordinating campaigns, preparing business reviews and sales reports, and maintaining strong client relationships.
Hands-on experience supporting major e-commerce platforms including Lazada Philippines, Shopee Philippines, TikTok Shop Philippines, Zalora, Amazon, and Shopify. Skilled in account management, marketplace operations, customer support and resolution, KPI monitoring, sales performance analysis, business reporting, campaign execution, and cross-functional coordination.
EDUCATION
Assumption College
Bachelor of Science in Business Administration, Major in International Business and Economics
2010
EXPERIENCE
CUSTOMER SUPPORT AGENT
February 2024 – Present
Makartt Pro – Charmed & Armed International Inc. (Canada)
•Provide customer support during weekends and U.S. federal holidays for international e-commerce operations.
•Resolve customer concerns through appropriate solutions, including refunds and order cancellations.
•Escalate complex customer issues to the appropriate internal teams for resolution.
•Maintain customer service KPIs across Shopify, Amazon and TikTok Shop.
•Deliver timely, professional, and customer-focused support while addressing order and service concerns.
TECHNICAL ACCOUNT MERCHANT
May 2023 – August 2026
Spreetail – BuyBox Experts (USA)
•Support Account Merchants in managing and maintaining existing e-commerce accounts.
•Monitor marketplace listing health and account performance to identify areas requiring attention.
•Coordinate backend marketplace operations and administrative activities.
•Track action items for individual merchants and accounts to support timely execution and follow-through.
•Maintain strong client relationships through responsive account support and operational coordination.
•Collaborate with Account Merchants to support the ongoing performance and operational needs of e-commerce accounts.
ASSISTANT MANAGER – COMMERCIAL
October 2022 – March 2023
AirAsia Rewards
•Managed partner accounts and supported ongoing partner relationships.
•Contributed to business development initiatives and commercial activities.
•Coordinated promotional activities and related operational requirements.
•Supported backend operations to ensure smooth execution of commercial and partner activities.
ASSISTANT BUSINESS UNIT MANAGER
June 2019 – October 2022
Be Global E-Commerce Corporation (Philippines)
•Managed brand and merchant accounts across Lazada Philippines, Shopee Philippines, TikTok Shop Philippines, and Zalora.
•Prepared business reviews, sales reports, and performance updates for brand clients.
•Supported Key Account Managers in managing client accounts and achieving sales objectives.
•Built and maintained relationships with new and existing brand clients.
•Coordinated with e-commerce platforms and brand partners to support account requirements and marketplace activities.
•Monitored account performance and supported initiatives designed to improve sales and marketplace execution.
SENIOR ANALYST – VENDOR MANAGEMENT
June 2015 – June 2019
Lazada Philippines
•Managed merchant relationships and supported assigned vendor accounts.
•Coordinated merchant campaigns and communicated relevant marketplace and platform updates.
•Monitored assigned account performance and identified opportunities for improvement.
•Provided merchants with performance feedback and recommendations on areas requiring improvement.
•Supported ongoing vendor and marketplace operations through account coordination and performance monitoring.
MERCHANDISING ASSISTANT
January 2013 – March 2015
SIAL Specialty Retailers, Inc.
•Supported merchandising and purchasing activities.
•Coordinated inventory-related activities and supplier requirements.
•Assisted with promotional activities and merchandising initiatives.
•Supported day-to-day retail operations and coordination with suppliers.
ACCOUNT MANAGER
April 2012 – September 2012
Fairmode, Inc.
•Managed merchant acquisition activities and supported new account development.
•Coordinated promotional campaigns for merchant accounts.
•Maintained merchant relationships and supported account requirements.
BUSINESS DEVELOPMENT MANAGER / ASSISTANT MANAGER
January 2011 – April 2012
TFC Capital (Philippines), Inc.
•Supported fundraising mandates and business development initiatives.
•Assisted with business development activities and client-related requirements.
•Supported the execution of initiatives related to business growth and account development.
MARKETING ASSISTANT
April 2010 – September 2010
Bank of the Philippine Islands (BPI)
•Promoted BPI 24/7 Banking services to customers.
•Supported customer enrollment and product awareness initiatives.
•Assisted with marketing activities and customer-facing requirements.
TECHNICAL SKILLS
E-Commerce & Marketplace Operations
Key Account Management
Account & Client Relationship Management
Merchant & Vendor Management
Marketplace Performance Monitoring
Amazon & TikTok Shop Operations
Lazada & Shopee Operations
Customer Support & Issue Resolution
Sales Performance Analysis
KPI Monitoring & Reporting
Business Reviews & Sales Reports
Campaign & Promotion Execution
Business Development
Backend & Administrative Operations
Cross-Functional Collaboration
Problem Resolution
Customer Experience
Merchant Acquisition
Partner Management
E-Commerce Platforms: Lazada, Shopee, TikTok Shop, Zalora, Amazon, Shopify
Operations: Marketplace Operations, Account Management, Vendor Management, Listing Monitoring, Backend Operations
Business: Business Development, Sales Reporting, Business Reviews, Campaign Management, KPI Management
Customer: Customer Support, Customer Experience, Issue Resolution, Client Relationship Management
Collaboration: Cross-Functional Coordination, Communication, Leadership, Stakeholder Management
LANGUAGES
English — Professional Proficiency
Filipino — Native Proficiency
