Reianne Criset Jacob

REIANNE CRISET JACOB CUSTOMER SERVICE SUPPORT | VIRTUAL ASSISTANT E-COMMERCE SPECIALIST - |-https://www.linkedin.com/in/reianne-santiago-b9 ABOUT ME I'm confident in my ability to make anything I put my mind to success. I work quickly, positively, and efficiently because I love what I do. I'm extremely motivated and a great manager of time. I learn swiftly and I have a strong analytical skills. WORK EXPERIENCES CUSTOMER SERVICE STARTEK PHILIPPINES SEPTEMBER 2018 - MARCH 2021 Handled replacements, refunds, returns, tracking requests, and order fulfillment. Created and double-checked invoices to make sure everything was accurate. Helped customers with order issues and answered questions through calls, emails, and chat. Resolved complaints with care, always focusing on keeping customers happy. Helped boost customer loyalty by offering discounts and sharing new product options. ALL ROUNDER VIRTUAL ASSISTANT AUSTRALIAN CLIENT - E-COMMERCE BUSINESS - APRIL 2021 - JUNE 2021 | PART-TIME Helped customers with questions about dehumidifiers, humidifiers, and car accessories through chat, email, and phone. Took care of orders, returns, and product issues to make sure customers had a smooth experience. Updated product listings and descriptions on Shopify and Etsy. Handled basic bookkeeping and kept track of daily sales and expenses. Created and posted new products with clear info and photos. Managed social media posts and made simple graphics using Canva to support promotions. TECHNICAL SUPPORT ALORICA PHILIPPINES - JULY 2021 - APRIL 2022 Responding to customer inquiries through chats, emails, and calls. Assisting customers to troubleshoot their appliances such as Microwave Oven, Cooking Range, French Door Refrigerator Using a ticketing system or a dedicated form to create a ticket for the technician visit. E-COMMERCE VIRTUAL ASSISTANT U.S. CLIENT - E-COMMERCE BUSINESS - JANUARY 2022 - JANUARY 2024 Responded to customer inquiries via chat, email, and phone, helping with orders, troubleshooting, and returns. Edited product pages and listings on Shopify and Etsy. Managed basic bookkeeping and kept store records organized. Created product listings and uploaded them to online shops. Handled social media posts and basic graphic design using Canva. EXECUTIVE ASSISTANCE - CEO SUPPORT | ASSISTANT MANAGER U.S. CLIENT - BUSINESS CONSULTANCY - MAY 2022 - SEPTEMBER 2023 Setting up various appointments and arrangements involves different considerations depending on the nature of the engagement. Arranging meetings, whether internally within your organization or externally with external partners, clients, or stakeholders, requires careful planning and effective communication. Handling CEO'S email Coordinating to business clients through call and email Primary contact for internal request for CEO's attention LEVEL 2 CUSTOMER SUPPORT US CLIENT - VISA/PASSPORT SERVICES - MARCH 2023 - DECEMBER 2025 Acted as the main point of contact for escalated and complex customer issues, especially those related to U.S. visas, passports, and various international visa applications. Handled billing concerns such as payment errors, refunds, and invoice adjustments, making sure everything was processed accurately and on time. Supported the L1 Customer Service team by helping them navigate more challenging cases and ensuring customers got the help they needed quickly. Assisted trainees and new team members by guiding them through our processes, answering questions, and helping them get comfortable with our tools and workflows. Worked closely with other departments like billing and technical support to resolve customer issues that needed cross-team coordination. Made sure every interaction was clear, professional, and empathetic—especially since many cases involved time-sensitive or personal travel needs. Helped keep our internal resources up to date by contributing to knowledge base articles and FAQs for visa and passport support. VIRTUAL ASSISTANT U.S. CLIENT - COSMETIC BUSINESS - FEBRUARY 2024 - MAY 2025 Handled customer calls and emails about orders, returns, and product concerns. Processed refunds and exchanges quickly and accurately. Managed escalated cases with care, including skin reactions and shipping issues. Ensured a smooth and friendly experience with every interaction. APPS AND TOOLS CERTIFICATIONS MICROSOFT AND GOOGLE HUBSPOT SPANISH LANGUAGE COURSE SHOPIFY LEVEL 1 AND 2 CANVA EMAIL & CHAT SOFTWARE COMMUNICATION (SLACK, SKYPE, ZENDESK, OUTLOOK, DISCORD) OUTLOOK HUBSPOT XERO ZENDESK Life Changing Language Center