Rhealyn B. Rigodon

RHEALYN RIGODON 📍 Philippines (Remote Work Capable) 💼 Customer Service Manager | Remote Operations Lead | eCommerce & SaaS Support Expert PROFESSIONAL SUMMARY A highly experienced and adaptable remote team manager with over 10 years of experience in customer service, eCommerce operations, SaaS support, and call center management. Strong background in handling high-volume support channels, leading global virtual assistants, and building workflows that improve customer experience and retention. Passionate about delivering empathetic service, resolving issues quickly, and helping both teams and businesses grow. CORE SKILLS 💻 Tools & Software • Shopify, Reamaze, Gorgias, Zendesk, Freshdesk • Google Workspace (Docs, Sheets, Gmail, Calendar) • Slack, Zoom, Microsoft Teams, ClickUp, Trello, Notion • Jira, Atlassian, Mailchimp, Canva 🛠 Customer Service Expertise • Multichannel Support: Email, Chat, Social Media, Voice • Escalation Handling & Customer Retention • Returns, Refunds, Order Management, Sizing/Support (Retail/eCommerce) • Client & VA Onboarding, SOP Development, KPI Monitoring 🌱 Soft Skills • High Emotional Intelligence • Proactive Problem Solver • Detail-Oriented & Organized • Strong Written and Verbal Communicator • Calm Under Pressure, Team-Oriented, Reliable WORK EXPERIENCE Customer Service Manager – Backyard Pool Superstore (Remote) June 2021 – May 2025 • Managed remote support agents for a Shopify-based pool supply store. • Handled 100+ customer inquiries daily, including order updates, product questions, and return requests. • Escalated complex issues and ensured timely resolution in collaboration with warehouse and fulfillment teams. • Created SOPs and templates to reduce ticket handling time and improve consistency. • Provided weekly team performance reports and client satisfaction summaries. • Led internal QA and coaching sessions to maintain tone and accuracy standards. Customer Service Lead – Skubana (Remote) Feb 2018 – Apr 2021 • Supported B2B SaaS clients using the Skubana platform for inventory and order automation. • Managed inquiries related to platform use, technical errors, and troubleshooting. • Coordinated with developers using Jira and Atlassian tools to report bugs and push resolutions. • Helped create client onboarding materials, FAQs, and internal documentation for smoother transitions. Call Center Manager – Callbox, Software Department 2013 – 2017 • Supervised a team of 25 agents handling B2B sales and software support for international clients. • Conducted hiring, training, and regular coaching to meet performance targets. • Implemented agent scorecards, call quality reviews, and reporting systems. • Collaborated with sales and product teams to provide insights on common customer pain points. EDUCATION Bachelor of Science in Nursing (BSN) 📍 Philippines | Board Passer, Year 2009 • Provides a foundation in care, empathy, and attention to detail—all transferable to client-facing roles. ADDITIONAL INFORMATION • Work Schedule Preference: M-F | 9 AM–5 PM (flexible) • Internet Setup: 500 Mbps+ primary, 200 Mbps+ backup (mobile hotspot) • Computer Specs: 16GB RAM, backup laptop available • Typing Speed: 55+ WPM with accuracy • Open to: Full-time, long-term, remote roles in customer success, operations, and eCommerce support