Katrhina April Peralta

KATRHINA APRIL PERALTA Hi, my name is Katrhina and I am an online freelancer for more than 3 years with a specialization in providing excellent customer service through chat, email, and admin tasks. I am always open to new opportunities and challenges. Should there be any questions, please do not hesitate to reach out to me. Work experience Customer Service Representative Upwork Personal Address 207 Catleya Street Purok 2 Camachiles 2010 Mabalacat City, Pampanga Phone number - Email-Date of birth- Place of birth Mabalacat City, Pampanga Gender Female Nationality Filipino Marital status Single Jan 2020 - Jun 2022 For a span of 3 years of being a freelancer in the E‑commerce customer services field, the following are the day‑to‑day tasks and duties I was able to provide our customers with: Replying to customers' chat and email through Carousell, Shopee, Lazada, Gorgias, FreshDesk, and Q10. Updating and managing shipping information and status in ShipStation Arranging customers' orders for meet up and deliveries. Checking order details and processing refunds in Shopify and Stripes. Managing and maintaining product listings. Managing customer subscriptions through ReCharge. Sending invoices to customers via email. Solving customer disputes and/or providing other options to choose from. Product listing Customer Service Representative Sutherland Global Services Apr 2014 - Oct 2018 Taking inbound calls relating to financial services. Escalating queries that required input from other departments Making outbound calls to conduct troubleshooting to customer's equipment or devices. Virtual Telemarketer Associate Demand Science Philippines Oct 2018 - Oct 2019 Delivering scripted talks that describe the companyʼs products or services, a political talking point or charity appeal to persuade potential customers. Obtaining customer information such as name, job title, and company name Keeping track of customers that have been contacted and those who do not want to be contacted in the future Following up on previous customers for potential sales References Lovely Joy Aguilar - Bernardo Tabios -- Skills Written and Oral Communication Organizing Problem-solving Resourcefulness Independency Adaptability Demand Science Philippines EastVantage Business Solutions, Inc. Presentation and Public Speaking Time Management Teamwork Achievements Quality Analyst apprentice in Sutherland Global Services * Helping the Quality Analyst to audit inbound calls of our Customer Service Representatives * Sending call quality summary reports to Team Managers Virtual Team Leader in an E‑commerce company * Arranging CSRs' weekly schedule * Conducting training for new CSRs * Creating CSR's monthly report