Sharmaynne Baluyut

• Led daily operations for the customer service team within a 15-person office, managing schedules, task allocation, SLA targets, and
report preparation across a support function handling up to 1, 000 tickets and up to 800 orders per day.
• Served as the escalation point for complex customer issues, stepping in to resolve cases that required judgment, authority, or cross
team coordination.
• Owned the teams reporting — building and maintaining KPI dashboards and performance trackers, and using the data to run
structured team reviews, identify coaching opportunities, and report upward to management.
• Continuously reviewed support workflows and tooling as the business grew — finding faster ways to resolve tickets at scale and
reduce repeat contacts without compromising on quality.
• Acted as the coordination point between the CS team and Production, IT, and Marketing — running cross-functional meetings,
managing follow-ups, and making sure nothing got lost between departments.
• Supported internal projects end-to-end — keeping documentation in order, tracking deliverables against deadlines, and contributing
to backend improvements on the Prestashop platform.

• Looked after employee records, handled HR queries, and kept the applicant tracking and sales systems up to date.
• Processed sales orders and liaised with internal teams to make sure fulfilment ran smoothly from start to finish.
• Put together regular performance and sales reports to give management a clear picture of how things were going.

• Handled inbound customer inquiries for cargo and freight services, making sure each query was resolved accurately and without
unnecessary back-and-forth.
• Chased up shipment delays internally and kept customers in the loop until their issues were sorted.
• Helped customers navigate pickup scheduling and self-service tools, and kept thorough records of every interaction.

• Handled visa and work permit applications end-to-end through UAE government platforms, including EDNRD, MOL, and DOHMS.
• Managed document filing, data entry, and day-to-day correspondence with both clients and staff.
• Processed medical fitness applications and Emirates ID renewals for staff as part of routine HR admin.

• Provided frontline customer support and technical troubleshooting for telecom products, while maintaining inventory records and
supporting in-store retail sales.

• Handled high-volume inbound support calls with a focus on first-contact resolution, accurate record-keeping, and identifying relevant upsell
opportunities.