Rebecca Ricaplaza Mata

"A hardworking, flexible and passionate freelancer."

I am a self-motivated individual, seeking for a position in a well-established Client that will provide opportunities for career advancement that suits my qualifications. I can work under minimal supervision and I can guarantee a finished task that will exceed Client's expectations. I am very good in multi-tasking but I can ensure Clients with a good quality of work at the same time.

I worked in the call center (BPO) industry for more than 8 years. I worked in two of the biggest call center companies in the Philippines. I was a Technical Support Representative from 2006 until 2010. I handled email/chat technical support in my first call center employer (December 2006 - June 2008), Sykes Asia Inc. It was VoIp account and we cater technical assistance globally. After that, I worked in Convergys Philippines as a Technical Customer Assistant for a telephone company (November 2008 - July 2010). I handled technical assistance for a bundled account --- VoIp, TV and internet connection. I then got promoted in 2010 as a Workforce Analyst. I was a Real Time Analyst for Global accounts in my previous employer (August 2010 - November 2012). In 2012, another BPO company offered me a good deal as their Workforce Lead. I solely handled workforce management --- scheduling, real-time monitoring, reporting and admin support for the agents' tool (inContact). I worked with them from November 2012 until February 2014 and was able to get a certificate for being one of their Star Leaders. Unfortunately, the company migrated to India and they need to close the site here in Manila.

In March 2014, I started working as a freelancer as a ghost writer for an automotive site. I also worked as an Inside Sales Agent (Appointment Setter) for a Real Estate companies in the United States.

In November 2014, I decided to work as a full-time freelancer. I was then hired a Senior Customer Ambassador for Elance and Upwork (previously oDesk). In November 2014, I started working for oDesk as a (Quickstart) Client Success Representative. We supported via email, chat and inbound phone calls to ensure that all (especially the newly registered ones) clients and freelancers are being assisted in getting started with any concerns/questions about the site. I was then transferred to Tier 2 Phone Support at Elance Support in February 2015. Elance and oDesk merged mid-2015 and I was assigned to be a Senior Customer Ambassador (Phone Support) of Upwork. Due to hardwork and passion for my job, I was, then promoted as a Payment Resolution Specialist. The task is responsible for billing inquiries, payment processing, billing exceptions, refunds, and other payment issues.

Some of the tools I have used:

-IEX

-inContact

-GMT

-Zendesk

-Salesforce

-Live Chat

-Infusionsoft

-Fonality

-PBX

-Top Producer

-Fidelity

-CINC

-Boomerang

-Zillow

-Boomtown

-Mojo

-Vulcan 7

-Kajabi