RACHEL FAITH GARCIA
CUSTOMER SERVICE EXPERT
PROFESSIONAL
SKILLS
I bring to the table 11 years of
extensive and professional
experience in various functions such
as, but not limited to the following:
Sales and Retention
Customer Service
IT Support/ Technical
Call, Chat and Email Support
Social Media Management
Digital Marketing
Quality Assurance
Team Management
Coaching Excellence
Email Campaign Management
Lead Generation
LinkedIn Marketing
WORK EXPERIENCE
UPWORK
CUSTOMER SERVICE REPRESENTATIVE
MoreHands Maid Service| August 2021 - June 2022
Email and phone support for both pre-sale, post-sale, and customer
service related queries
Logging complaints, disputes regarding charges, refund and
forwarding them to the management
Process schedule change requests, account updates, and any special
requests/ preferences related to their cleaning schedule
Responsible for calling customers regarding declined charges
Remarketing attempt through outbounds calls by calling one-time
clients and convincing them to sign up for recurring services
Maintaining good relationships with customers and keepinging them as
satisfied customers
IT/ TECHNICAL SUPPORT
Confidential | June 2021 - Present
UPWORK PROFILE
https://www.upwork.com/freelancers/
~01eb405a74fc0cb264
Assist customer service supports in troubleshooting technical issues
related to CRM, tools, login access, applications, networking, etc.
VIRTUAL ASSISTANT/ BOOKKEEPER/ SOCIAL MEDIA MANAGER
Nectar Wellness LLC. | April 2021 - Present
Acting as CEO's virtual assistant, managing the company's
bookkeeping, social media websites and blogs
TOP DATA GLOBAL IT SOLUTIONS | EXPRESSVPN
TEAM LEADER
January 2020 - January 2021
Managed and coached agents to help them achieve their performance
goals and metrics, following a coaching framework/ methodology to
improve consistencies in terms of impacting behaviors
Conducted huddles/ meetings, cascade client, process and product
updates
EDUCATION
QUALITY ANALYST
February 2019 - January 2020
HOLY ANGEL UNIVERSITY
Bachelor of Science Major in
Information Technology
2009 - 2011
SAPANG BIABAS NATIONAL HIGH
SCHOOL
High School Diploma | Salutatorian
2005 - 2009
CAMACHILES ELEMENTARY
SCHOOL
Elementary School Diploma |
Valedictorian
1999 - 2005
Measured compliance and delivery of customer service experience
through Quality Evaluations and provided meaningful feedback to
agents
Analysis and interpretation of Business Intelligence
TECHNICAL SUPPORT REPRESENTATIVE
December 2017 - February 2019
Assisted end-uses via chat and email regarding their VPN
subscriptions, billing and technical queries/ concerns
Evaluated and analyzed issues faced by end-users and provided
troubleshooting and resolution help
SUTHERLAND GLOBAL SERVICES | MICROSOFT
ANSWERDESK WINDOWS & OFFICE
SUBJECT MATTER EXPERT
November 2016 - November 2017
INTERESTS
Reading Literature and Fiction
Managed a group of TSRs and cascaded process and client updates to
them, ensuring they exceed targets/ metrics set by clients
Facilitated trainings regarding top call drives which resulted in
improvement of overall site metrics
Watching Documentaries and
Investigative Shows
Create Writing
TIER 2 - TECHNICAL SUPPORT
July 2016 - November 2016
Decreased possibilities of customer complaints, escalations and
dissatisfaction
Pacified customers and ensured their trust remains with Microsoft and
keep them as satisfied customers
TECHNICAL SUPPORT REPRESENTATIVE
July 2015 - July 2016
Resolved customer's concerns within target handling time related to
their Microsoft Windows and Office products, averaging to 12-25
chats a day
Referred customer over to the right department in event that they
reached the wrong queue
IQOR PHILIPPINES INC. | JP MORGAN CHASE
CUSTOMER SUPPORT SPECIALIST
October 2011 - June 2015
Offered solutions to customers who are unable to make regular
payments for their delinquent credit card dues
Maintained good quality scores and meeting targets for US dollars
collected, dollars kept and promise rate
Cold-calling via auto-dialer and inbound support
