Racquel Evangelista

RACQUEL EVANGELISTA WORK EXPERI ENCE Customer Care Representative Stream Global Services / Convergys / Concentrix | September 2012 - March 2021 OBJECTIVE To utilize my skills and experiences in the best possible way for achieving the goals and success of the company and to have the opportunity to improve myself both professionally and personally. Provide exceptional customer care on every call while complying with the client's terms and conditions. Resolve billing concerns such as processing payments, handling payment extensions, applying discounts/promotions, changing rate plans, and entering/updating credit card information on customers' accounts while providing exemptional customer service. Resolve billing disputes and any related issues with customers' accounts. Process orders, activation, creation and cancellation of accounts using client's approved tools. Provide assistance in troubleshooting customers' concerns with software, hardware and connectivity in a timely manner. Submit customer’s issues and feedback to the appropriate department using established communications channels (e.g. Escalations and filing tickets and cases). Enter and document multiple information into various databases while taking actions on the accounts. Perform callbacks to customers when necessary and requested. Content Moderator AOL/Etelecare /Stream Global Services | February 2006-September 2012 CONTACT DETAILS-- 1548 Mabini Street Dau, Mabalacat City Pampanga 2010 Educate customers about AOL's Term of Service agreement, online safety and account security. Moderate different areas and features of AOL such as kids' chatroom, boards, email, chat, instant messages, pictures, videos, articles and news comments. Ensure fairness and protect the privacy of all AOL’s customers through chat rooms, emails and instant messaging. Flag and action accounts with valid Terms of Service violations Reply to members’ emails with appropriate AOL-approved email responses. Accurately enter information into member account histories using appropriate AOL moderation software Handle all customers TOS inquiries ensuring the correct and appropriate responses. Queue Schedule Queue Schedule - February 2006 – September 2012 - Distribute tasks to properly manned and meet the turn-around time of different functions/queues. - Monitor turn-around time of different queues, queue staffing and transitions current issues, open tickets and queues to the incoming shift - Monitor certain mailboxes critical in our line of business as we need to act on them almost in real-time. - Directly communicate with clients, point of contacts, IT desk help and other partners outside the Philippines to resolve issues. Part-time Virtual Assistant oDesk / Upwork I November 2010 - November 2012 TRAINING/ SEMINARS General Virtual Assistance Online Course March 2021 Handle email inquiries. Assist and resolve customer shipping issues. Product and price research. Create Product description Post and upload products/items on eBay using Turbo Lister software and Big Commerce. Language Proficiency English Training September 2012 Effective Business Writing Asia Business Consultants September 2002 SKILLS • • • • • • • • • • • Customer Support MS Office Email Handling Email Marketing Social Media Management Social Media Marketing Ecommerce Management WordPress Management Basic Graphic Design Mailchimp Product Research Billing Chat/Email Customer Care Support AOL Member Services, Philippines. Inc. I September 2002 - February 2006 Provide billing support to our customers based in the USA through live interaction using an online chat application. Assist and resolve AOL members’ billing and account-related issues while providing exceptional online customer support on every interaction. Handle billing and account inquiries courteously and professionally and deliver the highest level of customer service. Process member's issues with the required transaction length. Educate members on AOL's Terms of Service, online safety and account security. Enter a variety of information into various databases while processing actions on accounts. EDUCATI ON Holy Angel University Bachelor of Science in Business Administration Major in Financial Management Accounting Angeles City, Pampanga (1997 - 2001)