Raynichelle Domingo

Raynichelle Domingo Quezon City, Metro Manila 1107 •-• - Summary Accomplished professional with expertise in customer service and quality assurance. Proven skills in resolving user concerns, auditing, and enhancing customer satisfaction scores. Experience HKR Media​ ​ ​ ​ ​ ​ ​ ​ ​ Romania (Remote) Customer Support Associate​ ​ ​ ​ ​ ​ ​ Nov 2024 - Present ●​ Respond to customer inquiries and issues about orders, items, payments, and delivery via email and chat, delivering clear and accurate answers. ●​ Assist with order status, revisions, and cancellations while providing detailed product information to ensure client satisfaction. ●​ Handle extra tasks such as managing voicemails, answering chat messages sent by customers during off hours, and replying to Trustpilot reviews Accenture​ ​ ​ ​ ​ ​ ​ ​ ​ Uptown, BGC Trust & Safety Associate​ ​ ​ ​ ​ ​ ​ ​ Dec 2022 – Jan 2024 ●​ Responsible for analyzing and reviewing user profiles, audio, videos, and text-based content and investigating, escalating, and resolving issues reported by users or flagged by the system. ●​ Reviewed an average of 40 applications and games per day to ensure they adhere to community norms and policies. Project SEO PH​ ​ ​ ​ ​ ​ ​ ​ ​ Thailand (Remote) Content Writer​ ​ ​ ​ ​ ​ ​ ​ ​ Jan 2022 – Jun 2022 ●​ Conducted extensive research on individual cryptocurrencies, blockchain initiatives, and related issues to obtain accurate and relevant information. Alta Resources Philippines​ ​ ​ ​ ​ ​ ​ ​ Ortigas, Pasig City Quality Analyst​ ​ ​ ​ ​ ​ ​ ​ Mar 2021 – Jun 2022 ●​ Audited calls, chats, and emails of agents and calibrated opportunities with the clients. ●​ Drafted performance and quality assurance reports and presented findings at weekly and monthly quality meetings. ●​ Significantly improved the CSAT scores by 3% after calibrations and implementations of quality standard. Alta Resources Philippines​ ​ ​ ​ ​ ​ ​ Ortigas, Pasig City Email and Chat CSR​ ​ ​ ​ ​ ​ ​ Apr 2017 – Mar 2021 ●​ Answered customers' inquiries and concerns about products, services, or policies. ●​ Consistent top performer and earned 4.8 in scorecard on average. Skills & Tools ●​ Google Workspace ●​ Microsoft Office ●​ Salesforce ●​ Zendesk ●​ Helpshift ●​ Jira Education PHILIPPINE CHRISTIAN UNIVERSITY​ Bachelor of Science in Tourism Management​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Taft Ave., Manila Jun 2011- Apr 2015​