Rachelle Rusaban

RACHELLE Motivated and experienced customer care professional with a proven track record of excellence in phone, chat and email support. Experienced in assisting the entire team as a POC, SME and Escalations support. Dedicated to delivering exceptional service to drive customer satisfaction and team success. WORK EXPERIENCE CUSTOMER CARE REPRESENTATIVE (SCALEX SOLUTIONS) MAYTRONICS - NA RACHELLE LILI RUSABAN CONTACT --Antipolo City, Philippines EDUCATION Bachelor of Science in Psychology Polytechnic University of the Philippines- SKILLS Technical Support Customer Service Live Chat & Email Specialist Soft-skills Training Facilitator Personality Development Training Facilitator Behavioral Therapy Basic Graphic Designing TOOLS Salesforce Microsoft Office Intuit Quickbooks April 2023-Present Provides prompt and courteous assistance to customers via phone, email, and live chat, addressing inquiries and resolving issues Resolves customer complaints and escalates complex issues to the appropriate department for further investigation and resolution. Mets or exceeds monthly performance metrics, including call volume, average handle time, and customer satisfaction scores. Managed to have 90-100% quality evaluation scores. Assists with training new hires and provided ongoing support to colleagues to ensure a high level of quality and service delivery. Serves as the primary point of contact for Team Philippines, managing all communication and interactions between the company and its customers. Collaborating with the Leadership Team and participating in everyday meetings to analyze and ensure day-to-day productivity within the team. Collaborated with team members and supervisors to identify process improvements, streamline workflows, and enhance the overall efficiency of the customer care department. TECHNICAL SUPPORT REPRESENTATIVE TPLINK PHILIPPINES - Provided technical support to customers via phone, email, or live chat, assisting with setup, configuration, troubleshooting, and maintenance of TP-Link networking devices, including routers, switches, and access points. Diagnosed and resolved technical issues related to hardware, software, connectivity, and performance, ensuring prompt and effective resolution to minimize customer downtime. Guided customers through step-by-step troubleshooting procedures, utilizing diagnostic tools, firmware updates, and configuration settings to identify and resolve issues remotely. Escalated complex or unresolved issues to higher-level support teams or engineering departments, following established escalation procedures and providing detailed documentation to facilitate problem resolution. CUSTOMER SERVICE REPRESENTATIVE CONVERGYS - CONCENTRIX - Offered technical support and assistance to customers experiencing issues with QuickBooks software via phone, email, or chat. Educated customers on how to use QuickBooks software efficiently, providing guidance on setting up accounts, navigating the interface, and utilizing advanced features to streamline accounting processes. Issue Escalation: Escalated complex or unresolved issues to higher-level support teams or developers, following established procedures to ensure prompt resolution and minimize customer downtime. BEHAVIOR THERAPIST SMLC BEHAVIORAL THERAPY 2018 - 2019 Conduct individualized therapy sessions for children diagnosed with autism spectrum disorder (ASD) and other developmental disabilities. Implement evidence-based behavioral interventions, such as Applied Behavior Analysis (ABA), to teach functional skills, reduce problem behaviors, and promote independence in daily living activities. Utilize positive reinforcement techniques and data collection methods to track progress, evaluate treatment effectiveness, and make data-driven decisions to modify intervention strategies as needed. ChatGPT SENIOR TRAINER Canva RLAF TRAINING GROUP 2015 - 2019 Developed training materials, including presentations, handouts, and interactive activities, tailored to the specific needs of the audience and the learning objectives. Conducted engaging and interactive training sessions, ensuring participants remained attentive and actively participated in discussions and activities. Utilized various assessment methods, such as quizzes and role-plays, to evaluate participants' understanding of the material and identify areas for improvement. Solicited feedback from participants to continuously improve training programs, incorporating suggestions and addressing concerns to enhance the learning experience.