Desiree Jay Raposala

I am a dedicated and detail-oriented Customer Service Representative based in the Philippines with hands-on experience in both inbound and outbound customer support roles. Over the past few years, I’ve had the opportunity to work in fast-paced remote environments, supporting a major telecommunications account and serving as a B2B appointment setter for a web design company. These roles helped me build a strong foundation in communication, problem-solving, and client-focused service delivery.

As a CSR, I’ve handled a wide range of customer concerns—everything from billing inquiries and payment processing to plan changes, cancellations, device orders, and technical troubleshooting. I consistently maintained professionalism and empathy, even in high-pressure situations involving irate or frustrated customers. My approach is always to listen actively, resolve concerns efficiently, and leave customers feeling heard and supported.

In my appointment setter role, I conducted high-volume outbound B2B calls, navigated gatekeepers, qualified leads, and scheduled appointments with decision-makers. This strengthened my ability to manage rejection, use effective rebuttals, and maintain a courteous and goal-oriented tone throughout each conversation.

I am highly familiar with tools such as Google Workspace (Docs, Chat, Forms, Gmail), Microsoft Excel, Avaya, CallTools, Slack, Zoom, Medallia, and Apploye. I’ve also worked with internal CRM systems for managing customer accounts, order tracking, and service troubleshooting, including knowledge base platforms and diagnostic tools.

I take pride in being a fast learner who adapts quickly to new systems and workflows. I value structure, reliability, and clear communication, which is why I work well with minimal supervision and always meet my targets. My ability to stay organized while handling multiple tasks—calls, documentation, follow-ups, or report tracking—has been essential to my success in remote work environments.

I am now looking for long-term opportunities as a Virtual Assistant or Customer Support Representative where I can provide excellent service, grow my skills, and become a valuable part of a forward-thinking team.