Melody Galvez

Experience

• 

  Delivery Hero (foodpanda)

  Nov 2017 - Mar 2022

  - Developed and implemented new incident assignment logic which improved agent experience and customer experience resulting in CSAT improvement in Customer Service. - Spearheaded the migration to the in-house ticketing tool which reduced the overall department spending by 9.4%.- Led the launch of 3 outsourced teams with partner BPOs located in different countries for 7 different markets. - Led and managed the overall performance of the team/department by monitoring Team KPI, producing individual development plans and coaching to exceed departmental goals.- Created and built the team for social media customer service management as well as managed the team and its KPIs. - Trained and established pilot customer service BPO teams located in 3 different countries for 8 different markets. - Monitor team and agent KPI performance such as compliance, SLA, QA, and productivity.- Provide coaching to agents to help them achieve their KPI targets and improve their performance.- Provides process and system updates to customer service agents as well as additional training if necessary.

  • Assistant Project Manager

    Aug 2020 - Mar 2022

  • Customer Service Senior Team Lead

    Jan 2019 - Jul 2020

  • Customer Service Team Lead

    Aug 2018 - Dec 2018

  • Customer Service Representative

    Nov 2017 - Jul 2018
• 

  Exness

  Apr 2022 - now

  • Product Manager Internal Products

    Jul 2023 - now

  • Project Manager

    Apr 2022 - Jun 2023