Rhodora Anne Villaflores

Rhodora Anne Villaflores VIRTUAL ASSISTANT - - Marikina City, Philippines Tools & Platforms Shopify Slack Gorgias Google Sheets Ship Station Excel Return Go CRM Systems Aircall Microsoft Office Billing Hub Zendesk Core Skills Customer Experience & Escalation Resolution Order Processing & Logistics Coordination Training & Onboarding New Hires CRM & Helpdesk Tools (Shopify, Gorgias, Aircall) Process Improvement & Performance Monitoring Email, Chat, and Phone Support Remote Team Collaboration Awards & Recognition 2022 – Top SME of the Company 2022 – Top Team for Overall Score 2020 & 2021 – Top Support of the Year 2019 – Top Teammate of the Year Education Bachelor of Science in Hotel and Restaurant Management (Undergraduate) University of Baguio 2016 – 2018 Experience E-Commerce Customer Support Specialist Scentiment | July 2024 – July 2025 Delivered end-to-end customer support for an eCommerce startup, handling 60+ tickets daily via email and phone. Resolved escalated cases with a 95% first-contact resolution rate, ensuring positive customer experiences. Coordinated with logistics teams to track and resolve shipping issues, reducing delayed deliveries by 15%. Handled subscription management and persuaded clients to maintain their subscriptions, contributing to improved customer retention. Chat Support / Trainer Beyond Finance | May 2023 – May 2024 Onboarded and trained 15+ new hires, improving average team response time. Mentored new hires on CRM tool usage and policy adherence to ensure consistent service quality. Promoted from Chat Support Representative based on performance and leadership skills. Real Estate Cold Caller Keystone Home Buyers | May 2023 – Nov 2023 Managed outbound calls to prospective clients, achieving a 30% appointment-setting success rate following quality and detailed qualification standards. Prepared contracts for buyers and sellers, ensuring accuracy and compliance. Subject Matter Expert Concentrix (eBay) | Aug 2019 – May 2023 Provided expert support to agents and resolved escalations, maintaining a 98% customer satisfaction score. Managed orders, cancellations, returns, and parcel tracking via phone, email, and chat. Monitored team KPIs, coached agents, and drove improvements that led to a 12% boost in overall performance. Customer Service Representative Sitel (AT&T Direct TV) | Apr 2018 – Nov 2018 Handled 40+ inbound calls daily, resolving technical issues and upselling products, including cellular plan upgrades and additional TV channels. Maintained detailed records of customer interactions for service quality tracking. Reference Bill Banaag Bayani Laminato Beyond Finance | Team Leader Scentiment | Team Leader Email :- Email :-