Rhea Gultian - General VA - Sales & Customer Service Representative

Caloocan City, Philippines

Experience

Dec 2020 - Dec 2022

2 years 1 month

General VA - Sales & Customer Service Representative

Mawoo Pets

This is a dog marketplace where breeders and customers visit the website to buy or sell puppies.
I started as an agent reaching out to our breeders to post puppies and then took care of customer inquiries.
I provided support via email, chat, phone, and social media for customers from the USA and Canada.
I also helped the start-up company establish operational processes, hired and trained additional team members, and handled escalations.
I worked as an all-around assistant/customer advocate, trusted with day-to-day operational tasks.
I contributed ideas and solutions that made processes effective and efficient and reported directly to the CEO and Operations Managers.

Jan 2019 - Nov 2020

1 year 11 months

Shopify E-commerce Customer Service Representative

Scrapbooking Coach

I worked as an all-around VA-Customer Service Administrator for an e-commerce store selling digital products, physical books, and subscriptions.
My tasks were to answer emails, manage social media, and handle tickets on Freshdesk, assist on the back end of our WordPress site to ensure customers get access to their digital classes, process refunds, offer retention options for cancellation requests on orders and subscriptions, and work in ShipStation to verify customer addresses and create manual orders when necessary.
I moderated and responded to Facebook post comments and private messages from customers, provided sales process evidence for dispute resolution to our merchants, managed inventory for all products, and alerted the owner of low stock.
Enhanced service delivery by recommending changes to procedures and products in response to customer feedback.
Exceeded the company's productivity standards by 40% when responding to tickets efficiently.
I reported directly to the CEO and proactively looked for solutions to problems and proposed improvements.

Jan 2018 - Jun 2019

1 year 6 months

Remote

Customer Support Supervisor

Tango Me

I was promoted to lead a team of five in our remote group, where I trained, supervised agents, and assessed each agent's skill level and knowledge.
As a team leader, I motivated and coached agents to handle routine and complex situations and tasks.
I also handled escalated tickets from customers requiring thorough reviews and resolutions.
I troubleshot problems within the app and assessed findings and feedback.
I created training materials and updated knowledge base articles for customers and agents.
I worked independently with minimal guidance and reported directly to the manager.

Sep 2013 - Jan 2018

4 years 5 months

Customer Support Agent Level 2

Tango Me

Consistently achieved top ranking in customer satisfaction, retention, and efficiency.
Provided cross-training to handle complex issues as customer service backup for the team.
Delivered excellent technical support by regularly using the app and its updates.
Took on additional tasks from my manager, such as recruiting new team members and training them.

Apr 2013 - Sep 2013

6 months

Customer Support Agent Level 1

Tango Me

I was hired to respond to tickets in Zendesk, handling basic customer concerns and sorting issues that needed escalation or assignment to specialized teams.
I also processed requests from users for account verification and deletion.
I educated customers on how to use our app and helped troubleshoot issues.
I managed a high volume of tickets within a deadline-driven environment and resolved an average of 600 tickets in a week.
I consistently met performance benchmarks in all areas (speed and quality).

Dec 2008 - Sep 2009

10 months

Inbound Telesales Associate

VXI Global Solutions

Generated new customer sales via qualified inbound calls and solicited cross-selling and up-selling opportunities from existing customers.
Achieved target sales quotas by utilizing sales techniques and ensuring to deliver a best-in-class customer experience, ongoing satisfaction, and retention.
Recognized as #5 Top Sales Agent (out of 120 agents) in March 2009 based on customer satisfaction, the number of sales/calls, verified sales, and quality assurance.
Contributed to our team as the top team in March 2009 by improving conversions and KPIs.
Greatly improved my communication and computer skills by working both on my own and as a team and working calmly under pressure.

Summary

Versatile customer service specialist with 10 years of experience in remotely communicating with customers and successfully resolving concerns and inquiries. Proactive, detail-oriented, fast learner, and responsive to a fast-paced environment.

Throughout my years of work, I have been self-motivated, highly responsible, and resourceful in providing excellent service to every client and customer by being proactive and taking initiative and ownership. I am extremely passionate about the eCommerce platform.

Skills

I Have Proven Customer Support Experience With Strong Written And Verbal Communication Skills With The Ability To Work Both Independently And As A Valuable Part Of A Successful Team. I Desire To Continuously Learn, Grow With The Company, And Hopefully Gain More Responsibility Leading To Long-term Career Opportunities And Advancement.

Email Support
Phone Support
Chat Support
Technical Support
Content Moderation
Payment Processing
Customer Service
Sales Order Processing
Dropshipping
Shopify E-commerce
Inbound Sales
Social Media Management & Moderation
Online Research
Planning & Coordination
Dispute Resolution
Faq Writing & Documentation
Collaboration And Delegation

Languages

Tagalog

Native

English

Advanced

Education

Oct 2007 - Present

Far Eastern University

Undergraduate, Focus on Business Communication · A. B. English Language · Manila, Philippines

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Experience

General VA - Sales & Customer Service Representative

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Summary

Skills

Languages

Education

Far Eastern University

Undergraduate, Focus on Business Communication · A. B. English Language · Manila, Philippines

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