Roel Vince Plopenio
TikTok Shop E-commerce - Quality Analyst
Kuala Lumpur,14
Summary
E-Commerce Quality Assurance Analyst who is proficient in data verification, account updates and problem solving. Deep understanding of financial and payment matters as well as customer service, sales activities and order management together with content moderation, data reporting and e-commerce. Bringing 7 years of related experience.
Overview
8
8
years of professional experience
26
26
years of post-secondary education
2
2
Languages
Work History
E-Commerce Quality Assurance Analyst
TikTok Shop ( Bytedance Malaysia )
Kuala Lumpur
07.2023 - Current
- Analyze product domain for the Philippine market, identifying potential quality issues and risks.
- Created comprehensive reports with detailed Root Cause Analysis (RCA) to pinpoint the root of quality problems.
- Work closely with QA market leaders, local partner operations, training & SOP teams to enhance moderation policies through identifying quality & product risks.
- Collaborated with vendors (BPO QAs) to drive quality scores upward and resolve identified issues effectively.
- Provided detailed feedback and recommendations to account managers on their TikTok Shop campaigns to improve performance and address inquiries.
TikTok Ads Operations Specialist
TikTok ( Bytedance Malaysia )
Kuala Lumpur
10.2021 - 07.2023
- Reviewed and audited all incoming TikTok ad submissions for compliance with platform policies and guidelines.
- Identified and flagged policy violations, such as misleading advertising, prohibited content, and inappropriate targeting.
- Provided clear and concise feedback to advertisers on how to resolve issues and ensure ad compliance.
Senior Account Specialist - E-Payment
TDCX SDN BHD
Kuala Lumpur
10.2018 - 10.2021
- Handled tickets and provide excellent support experience both SMB and VIP clients through Zendesk Platform via inbound and outbound calls, chat, and email.
- Consistently met or exceeded KPIs for customer satisfaction, call resolution rates, and first-call resolution.
Senior Order Management For Internet Services
HCL Technologies
Taguig
04.2017 - 09.2018
- Quality audited tickets processed by agents and provide weekly business report
- Used Salesforce, Oracle and Vector to keep track of client information and orders, update accounts and monitor software services to obtain and relay real-time information
- Responsible for escalations management
- This means that when customer/ sales escalates their order due to some issues
- Share my best practices to new hires and work hand in hand with trainer
Customer Service For Internet Services
Telus International
Taguig
10.2016 - 03.2017
- Increased customer satisfaction by resolving password issues
- Handled 50-100 calls per day to address customer inquiries and concerns via Salesforce
- Adapted sales techniques to specific clients and promoted products based on individualized client needs
- Did some ad hoc tasks which includes creating spreadsheets using Microsoft Excel for daily, weekly and monthly reporting for our team
Education
Customs Administration -
Lyceum of The Philippines University
Manila 06.2012 - 10.2017
Mini-MBA -
International Business Management Institute (IBMI)
Berlin 04.2001 - 10.2021
Fundamentals of Digital Marketing - undefined
Google Digital Garage
Skills
- Customer Service
- Microsoft Office
- Social Media Skills
- Analytical Skills
- Data analysis
Personal Information
Nationality: Filipino
Timeline
E-Commerce Quality Assurance Analyst
TikTok Shop ( Bytedance Malaysia )
07.2023 - Current
TikTok Ads Operations Specialist
TikTok ( Bytedance Malaysia )
10.2021 - 07.2023
Senior Account Specialist - E-Payment
TDCX SDN BHD
10.2018 - 10.2021
Senior Order Management For Internet Services
HCL Technologies
04.2017 - 09.2018
Customer Service For Internet Services
Telus International
10.2016 - 03.2017
Customs Administration -
Lyceum of The Philippines University
06.2012 - 10.2017
Mini-MBA -
International Business Management Institute (IBMI)
04.2001 - 10.2021
Fundamentals of Digital Marketing - undefined
Google Digital Garage