Rhodora Santos

RHODORA SANTOS CUSTOMER SERVICE SPECIALIST PERSONAL PROFILE Rhodora is a dedicated and driven customer service specialist with over ten years of BPO contact center experience. Her customer service skills were recognized by clients, Singapore Airlines (stakeholder whilst in TDCX) and her former employer, United Group LTD, Singapore. WORK EXPERIENCE CONTACT DETAILS Penang, Malaysia 11900-- SKILLS SUMMARY Customer Service Customer Relationship Management Phone Support Email Support Chat Support Customer Retention Data Analysis and Reporting Team Management Quality Assurance Root Cause Analysis Administrative Skills AWARDS RECEIVED Best Customer Service Representative Awarded by stakeholder, Singapore Airlines for achieving excellence in providing customer service. Perfect Attendance Award Awarded by TDCX for achieving perfect attendance criteria for years 2015 to 2019. (Criteria: No Tardiness; No Unscheduled Leaves; No Unscheduled Medical Leaves; No Ticketing Errors; No Valid Customer Complaints) Performance Employee Award Awarded by United Group Ltd.Esmaco Singapore for 3rd - 4th Quarter 2009, 1st Quarter 2010, 3rd - 4th Quarter 2010 Tagalog-English Screening Associate at Cisive Global June 2022 - Present Verify educational, employment and professional qualification credentials of prospective employees for clients through phone calls or emails Follow up with third parties for verification results on a regular basis Demonstrate strong verbal and written communication skills when liaising with internal and external parties and communicate in a professional manner Conduct research tasks as assigned by supervisors Collect, analyze and evaluate research information using a variety of media Properly document all steps taken in the research process Review all information and documents provided by clients and candidates carefully before initiating a new task Manage research tasks with rapidly shifting priorities Demonstrate good judgment when planning course of action and evaluating findings Show a good understanding of clients’ requirements and execute service level agreements Customer Service Representative at TDCX (Singapore Airlines Account) Sep 2011 - Sep 2020 Customer Relations Management Team Manages executive escalations/complaints from customers’ Facebook complaint posts, the CEO’s office, and Customer Affairs Department by performing root-cause analysis and thereafter effectively engaging with customers towards service recovery. Conducts root cause analysis handling through reviewing and investigating related call recordings, email trails, and chat transcripts. Recommends coaching points and feedback to the relevant escalation person to improve and increase the quality and/or accuracy of agents’ call, email, or chat handling. Single-handedly manage documentation of every investigated case from the creation of cases to service recovery closure. Point of contact for stakeholders and customers until case closure and/or service recovery implementation. Recommends coaching topics on learning points obtained from investigated cases as part of cost reduction drive on service recovery expenses. SYSTEMS USED Google Suites Microsoft Office Freshdesk Chargebee ZOHO Microsoft Teams Slack Amadeus Altea Avaya NICE Zoom Skype WordPress Hubstaff Trello Ticketing and Reservations Team Efficiently handle incoming/outgoing calls and emails within the targeted service levels and provide timely resolution to customer's issues, whilst being in compliance with quality standards. Provides consultation to customers and travel agents worldwide on travel-related matters such as airfare rules, rebooking and rerouting restrictions, and managing flight reservations. Recommends cost-effective flight itineraries according to client’s requirements. Calculates/provides quotations on additional fares based on rerouted flight itineraries and assists on ticket issuance. Liaise with relevant airport departments worldwide for ground handling management including, but not limited to, flight disruption, lost baggage, seat arrangements, and special handling. Manages data management accuracy of client’s information database detailing customer’s personal preference. Standby escalation point of contact from single skilled agents. Customer Service Officer at United Group Ltd. Singapore Aug 2008 - Jun 2011 Provided quality and timely customer service support via phone calls, emails, and live chat in response to inquiries and job service requests. Allocated job orders to relevant contractors according to incoming property maintenance requests. Liaised with contractors on job maintenance status and proactively followed through until job completion. Facilitated conference call meetings with stakeholders to present call center statistics, job order status, and process updates. Managed team KPI's to ensure SLA's are met. Prepared monthly reports. Team Leader at Sykes Asia, Philippines Jun 2003 - Sep 2006 Managed daily operations. Managed team KPIs to ensure SLAs are met. Prepared Monthly Schedule Roster. Facilitated team meetings to ensure process compliance and tackled relevant team issues. Evaluated agent's call handling skills by monitoring recorded phone calls. Provided coaching points for agent's improvement. Performed customer service agent duties before being promoted as a team leader: Handled inbound calls and provided quality and timely resolutions in response to service inquiries. EDUCATION BS Commerce major in Economics University of Santo Tomas | Jun 1998 - Mar 2002