Racquel Lingao

RACQUEL LINGAO Contact Info-- CUSTOMER SERVICE REPRESENTATIVE PROFILE Lodlod, Lipa City, Batangas Customer Service Representative with 4 years of experience in providing excellent customer service through active listening, being proactive, patient, empathetic, and understanding. Provide tech support and customer care via email, chat, and phone. Highly dedicated, motivated person, and professional under pressure. WORK EXPERIENCE CSR Email and Chat Support Smart Prop Trader Manage communication and answer emails, July 2022 - up to present customer support tickets, etc. Making sure all customer issues are handled in a timely manner. Assist in the management of all customer support requests in our Discord. Moderating Discord channels. Work with a team to develop best in class customer support strategies CSR Email, Chat, and Phone Support (Inbound/Outbound) Telus International Philippines Sept 2018 - Sept 2022 Supports customers via email, chat, and phone. Provided excellent customer service to valued customers, utilizing extensive product knowledge to troubleshoot concerns, build brand affinity, and promote longer-term customer satisfaction. Work with confidential customer information and treat it sensitively. Assist customers in creating an account on the company's website. Check the order status or cancel orders from customers. Track customers' orders Replace or refund missing or defective packages and items. Help troubleshoot customers' devices. Team POC (Point of Contact) Support 33 team members with regards to the process and make sure to provide assistance in real time to assure resolution to customers' concerns. Create weekly reports for business review and present them to the client. Provide important client updates to our team. Create a flowchart for the business process. Provide training and support to new team members. Administrative Assistant Community Builder Academy May 2015 - June 2018 Responsible for maintaining student files and other records/documents. Help with the day-to-day running of the business by assisting in clerical and administrative processes. Prepare, proofread, edit, and finalize incoming and outgoing documents and reports. Assisting with the planning, design, and execution of school events. Greet and serve customers, answer phone calls, sort mail, and monitor financial transactions. Creating invoices for customers and sending payment reminders, receiving payments, and updating customer files. Designing graphic material (Social Media Announcements, Bulletin Board, and Event Invitations) MY SKILLS Slack, Salesforce, and Talkdesk Adobe Photoshop and Canva Resolution-oriented 48 Word Per Minutes Google Calendar Management Can work under less supervision Micrsoft Office, Google Docs, Sheets and Slides Detail-Oriented EDUCATION HISTORY Bachelor Of Science in Information Technology STI College Lipa MK Lina St., Lipa City, Batangas, Philippines-