Rachel Faith Garcia
PROJECT MANAGER | TEAM LEADER
CUSTOMER SERVICE EXPERT | QUALITY ASSURANCE
EXECUTIVE SUMMARY
I bring to the table 10 years of extensive &
professional customer support experience
in various functions such as, but not
limited to the following:
◙ Technical support
◙ Customer Service & Collections
WORK EXPERIENCE
PROJECT & CAMPAIGN MANAGER | WHEREZHEMP
JANUARY 2021 - PRESENT
Planning and managing drip campaigns for client's accounts
Improvise marketing and targeting strategies to help clients generate
leads
Responsible for ensuring clients get satisfactory leads and keep them
as valued customers
◙ Call, Chat & Email Support
◙ Social Media & Campaign Management
◙ Digital Marketing
TEAM LEADER | TOPDATA GLOBAL IT SOLUTIONS
◙ Quality Assurance
JANUARY 2020 - JANUARY 2021
◙ Team Management
• Managed and lead a group of individuals to help them ace their
◙ Coaching Excellence
performance
• Conducted huddles/ meetings, cascade client, process & product
OBJECTIVE
Looking to leverage past experiences to
updates
• Coached agents following a coaching framework/ methodology to
improve consistencies in terms of impacting behaviors
gather insight and information regarding
other business industries with the goal of
QUALITY ANALYST | TOPDATA GLOBAL IT SOLUTIONS
furthering my knowledge and expertise.
FEBRUARY 2019 - JANUARY 2020
• Was responsible for measuring compliance and delivery of customer
CONTACT
Blk 22 Lt 20 Mapagtimpi St.
Ph 2 Fiesta Comm. Brgy. Tabun
experience through Quality Evaluations
• Analysis and interpretation of Business Intelligence
• Was responsible in providing meaningful feedback and improvement of
product and processes
Mabalacat City, Pampanga PH
TECHNICAL SUPPORT REPRESENTATIVE | TOPDATA GLOBAL IT SOLUTIONS
--
DECEMBER 2017 - FEBRUARY 2019
• Assisted end-users via chat and email regarding their VPN
subscriptions, billing and technical queries/concerns
• Evaluated and analyzed the issues faced by end-users and provided
www.linkedin.com/in/rachelfaithgarcia
troubleshooting and resolution help
EDUCATION
SUBJECT MATTER EXPERT | SUTHERLAND GLOBAL SERVICES
NOVEMBER 2016 - NOVEMBER 2017
Holy Angel University
• Cascaded process and client updates to the Technical Support
Bachelor of Science Major in Information
Representatives
Technology
• Ensured that TSRs are able to exceed targets/ metrics set by clients
-
• Facilitated training regarding top call drivers which resulted in the
improvement
Sapang Biabas National High School
High School Diploma | Salutatorian-
of overall metrics
TIER 2 - TECHNICAL SUPPORT | SUTHERLAND GLOBAL SERVICES
JULY 2016 - NOVEMBER 2016
Camachiles Elementary School
Elementary School Diploma | Valedictorian-
• Decreased possibilities of customer complaints and dissatisfaction
• Pacified customers and ensured that their trust remains with
Microsoft in any case of inconvenience caused by the company’s
products or services
PROFESSIONAL SKILLS
Marketing Communication
TECHNICAL SUPPORT REPRESENTATIVE | SUTHERLAND GLOBAL SERVICES
JULY 2015 - JULY 2016
• Resolved customer’s concern within the target handling time related to
their Microsoft Windows and Office products
Copywriting
• Took incoming chats from customer to main service level in good
Social Media Management
standing, with an average of 12-25 chats a day
Quality Assurance
• Referred customer over to right department in the event that they
Customer Service Support
were directed to the wrong queue
CUSTOMER SUPPORT SPECIALIST | IQOR PHILIPPINES INC
OCTOBER 2011 - JUNE 2015
• Offered solutions to the customer in the event that regular payments
cannot be
made & collecting payments due on delinquent accounts
• Maintained good quality scores and meeting targets for US dollars
collected,
dollars kept and promise rate
• Cold-calling via auto dialer and inbound call suppor
INTERESTS
R E F E R E N C E S
Reading & Binge-
Documentaries
watching Netflix
& Investigative Shows
Creative Writing
Thought-Provoking
World Literature
ideas & discussions
A V A I L A B L E
U P O N
R E Q U E S T
