Rachel P. Gabito

Customer Service Rep / Virtual Assistant 5 years and 9 months Experience in Call Center Settings 2 years as Home based CSR/ Virtual Assistant Well trained, professional customer service representative offering:  Five years and nine months of experience in providing customer support in busy call center environments for financial accounts.  One year and four months of home based experience as a Virtual assistant for an online shirt seller.  More than one year of home based customer service, working as a phone representative, email and chat support for an online seller and translation 273 San Jose Patag, company. Sta. Maria Bulacan,  A steadfast commitment to customer service, with the ability to build rapport, Philippines, 3022 make sound judgement and win customer loyalty. Mobile: - Landline:- Email:-Skype ID: Experience rachel.penaranda525 Rachel P. Gabito Customer Loyalty Specialist October 3, 2016 - January 27, 2017 Balsam Brands Handled customer inquiries, complaints, service requests via email and live chat. Key Accomplishments:   Helped the team attain the set goals and provide accurate customer service. Completed customer service training to learn ways to enhance customer delight and improve productivity. Virtual Assistant August 2015 – September 6, 2016 Blue Sky Media LLC Managed Facebook fanpages, searched for shirt ideas and launched shirt, mugs and 3D printed campaigns via Facebook ads. Key Accomplishments:   Helped increase number of page likes and followers by posting interesting memes, quotes, articles related to each fanpage. Helped increase sales by providing catchy or unique shirt ideas. Customer Support Representative February 28, 2015 – January 11, 2016 Monteniso Translation Responded to customers’ translation inquiries via Zoiper, email and live chat. Assisted the Translation Manager in proofreading translations and reviewing documents. Data entry. Key Accomplishments:    Helped build strong relationship with customers by providing great customer service. Helped improve sales by sending promotional offers and handling both new and returning customers with utmost care. Helped keep the list of target customers/market updated by doing research and data entry tasks. Part Time Social Media Manager December 2014 – April 2015 Blue Sky Media LLC Managed Facebook fan pages and searched for shirt ideas. Key Accomplishments:  Helped increase number of page likes and followers by responding to the page followers’ inquiries and comments. Executive April 8, 2013 – August 1, 2014 Aegis People Support Assisted customers with their student loan inquiries and payment plans. Prequalified new applicants. Key Accomplishments:   Helped the team attain the set goals and improve quality of service by providing one call resolution. Helped the team and account maintain high CSAT score by going above and beyond in resolving customers concern. Part Time Service Crew July 5, 2012 – February 20, 2013 McDonald’s Performed to duties of a Kitchen Crew, Counter Person and Dining Crew. Key Accomplishments:    Maintained high standards of customer service during high-volume, fastpaced operations. Helped provide delightful customer service experience by ensuring that prepared foods met all standards and quantity. Helped lessen the store’s expenditures by following the standard level of stocks, therefore avoiding putting products to waste. Product Specialist/Mentor ( In/Outbound) May 2010 – May 2012 Sitel Handled escalations from tier 1 representatives. Assisted tier 1 representatives with their product, policies and procedure inquiries. Fraud prevention. Key Accomplishments:    Helped lessen volume of calls by providing one call resolution. Helped the team tier 1 representatives provide great customer service by sharing best practices and by helping them when they are unsure of the process. Helped detect possible fraud, by researching accounts and searching for suspicious activities. Customer Service Representative August 21, 2007 – May 2010 Sitel Routinely answered customers’ questions regarding card balance, transaction history, credits, missing funds and transaction disputes. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Key Accomplishments:   Helped the team attain the AHT goal and improve quality of service by providing one call resolution. Helped the team and account maintain high CSAT score by going above and beyond in resolving customers concern. Crew Trainer/Service Crew July 22, 2004 – November 15, 2007 McDonald’s Performed to duties of a Kitchen Crew, Counter Person and Dining Crew. Trained new hires. Assisted customers with their birthday party and meeting inquires and bookings. Key Accomplishments:    Helped provide delightful customer service experience by ensuring that prepared foods met all standards and quantity and served in a timely manner. Participated in physical inventory counts every month. Produce productive and professional Service Crews by providing a high standard training and monitoring their performance. Volunteer Worker 2002 ( 6 months) Upland Development Institute Performed administrative and kitchen duties. Key Accomplishments:  Helped ensure successful events by assisting our head with event planning, including associated travel and logistical arrangements. Education Undergraduate University Of The Cordilleras Bachelor of Science in Psychology – 66 Units Undergraduate Baguio School of Business And Technology College Hotel And Restaurant Services – 83 Units March 2001 Baguio City National High School High School Diploma March 1997 La Trinidad Central School Skills          Excellent communication skills Flexible Accurate and detailed Works well under pressure Professional phone etiquette Database management Knowledgeable in using Microsoft office software applications Knowledgeable in using Sococo, Zoiper, Skype, Trello, Asana, Salesforce, CRM, Dropbox and Google Drive Docs Basic Photoshop Awards 3rd Place -Housekeeping Competition BAHAI: Baguio Tossed Salad Festival Year III Awarded October 11, 2003 McSilent Worker Award McDonald’s La Trinidad Awarded March 26, 2004 Crew of the Month McDonald’s Session June 2005 McInitiative Award McDonald’s Session Awarded August 22, 2005; March 20, 2006; July 18, 2006 and December 5, 2006