Rhea Gultian
General VA - Sales & Customer Service Representative
Experience
Dec 2020 - Dec 2022
2 years 1 monthGeneral VA - Sales & Customer Service Representative
Mawoo Pets
- Supported a marketplace for dogs by assisting breeders and customers with puppy postings and inquiries.
- Provided multi-channel customer support via email, chat, phone, and social media for clients in US and Canada.
- Established operational processes for a startup company, trained new team members, and managed escalations.
- Contributed ideas and solutions to improve operational efficiency.
- Reported directly to the CEO and Operation Managers.
Jan 2019 - Nov 2020
1 year 11 monthsShopify E-commerce Customer Service Representative
Scrapbooking Coach
- Acted as a Virtual Assistant and Customer Service Administrator for an E-commerce store selling digital products, books, and subscriptions.
- Addressed client inquiries via Freshdesk tickets, managed backend WordPress site access, processed refunds, and resolved cancellation requests.
- Verified customer addresses and manually created orders within Shipstation.
- Moderated Facebook posts, answered private messages, handled disputes with merchants, and managed inventory.
- Recommended procedure and product changes based on customer feedback, exceeding productivity standards by 40%.
- Reported directly to the CEO while proposing solutions and operational improvements.
Jan 2018 - Jun 2019
1 year 6 monthsRemote
Customer Support Supervisor
Tango Me
- Led and supervised a remote team of 5 support agents.
- Trained and evaluated agents, providing coaching for complex support scenarios.
- Managed escalated tickets requiring thorough resolution and app troubleshooting.
- Authored training materials and updated knowledge base articles for customers and agents.
- Reported directly to the Manager while working independently with minimal supervision.
Sep 2013 - Jan 2018
4 years 5 monthsCustomer Support Agent Level 2
Tango Me
- Consistently achieved top rankings in customer satisfaction, retention, and efficiency.
- Received cross-training to handle complex issues and provided support solutions to meet customer needs.
- Assisted with recruitment and training of new team members.
- Provided technical support by staying updated with app advancements and requirements.
Apr 2013 - Sep 2013
6 monthsCustomer Support Agent Level 1
Tango Me
- Responded to client tickets through Zendesk for basic customer concerns.
- Escalated issues requiring specialized intervention and educated customers about app functionality.
- Voluntarily troubleshot app-related issues and processed account verification/deletion requests.
- Maintained high efficiency and resolved approximately 600 tickets weekly under tight deadlines.
Dec 2008 - Sep 2009
10 monthsInbound Telesales Associate
VXI Global Solutions
- Generated sales from inbound qualified calls while cross-selling and upselling additional services.
- Achieved target sales quotas and contributed to improving customer satisfaction and retention.
Key Accomplishments:
- Ranked #5 Top Sales Agent in March 2009 based on customer satisfaction, verified sales, and quality assurance.
- Contributed to the success of the “Top Team of March 2009” by improving team KPIs.
- Enhanced communication and computer skills while working efficiently under pressure.
Summary
Versatile Customer Service Specialist with 10 years of experience in remotely communicating with customers and successfully resolving concerns and inquiries. Throughout the years of working, I have been self-motivated, highly responsible, and resourceful in providing excellent service to every client/customer I worked for by being proactive and by taking initiative & ownership. I am extremely passionate about the eCommerce platform.
Languages
English
Advanced
Tagalog
Advanced
Education
Oct 2007 - Present
Far Eastern University
undergraduate, focus on business communication, completed 115 units · A. B. English Language · Philippines
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