Saint Jacques Marino Michael

• At eTAIL Agency, I led a team of customer support agents, focusing on task delegation, escalation management, and continuous development. I played a key role in reducing resolution times, improving customer satisfaction scores, and creating a positive and accountable team culture. My hands-on approach to coaching and performance evaluation allowed my team to grow professionally while consistently meeting service-level objectives.

Adaptable, results-driven, and collaborative, I bring a strategic mindset and strong interpersonal skills to any customer experience environment.

• Managed end-to-end product data for marketplaces (e.g. Amazon), ensuring accuracy and consistency of listings (titles, descriptions, pricing, images). Optimized catalog visibility through SEO-driven enhancements and regular performance analysis (conversion, sales, reviews). Coordinated with suppliers to uphold content standards and ensure compliance. Conducted regular catalog updates, removals, and QA checks.

• Provided end-to-end remote technical support for Deliveroo's partner infrastructure, including the configuration and maintenance of connected tablets and systems. Managed high volumes of inbound and outbound calls and email communication with precision and professionalism. Ensured seamless billing operations by addressing customer invoicing issues, tracking disputes, and processing updates. Collaborated with internal teams to enhance support workflows, reduce resolution time, and improve partner satisfaction. Maintained service consistency through detailed documentation, proactive troubleshooting, and cross functional alignment. Upheld strict adherence to internal service quality standards and data accuracy.