Rochelle Arevada

I have extensive experience handling telecommunications financial accounts, specializing in email and chat support, and managing escalation calls with professionalism, empathy, and efficiency. Over the years, I have developed strong communication, analytical, and customer service skills that enable me to resolve complex concerns while maintaining a positive customer experience.

In my role with a telecommunications company, I supported customers with billing inquiries, payment concerns, refunds, adjustments, and service-related issues. I made sure that every concern was addressed clearly and accurately, aiming not only to resolve the issue but also to educate customers about their accounts and billing processes. This approach helped improve customer satisfaction and reduce repeat contacts.

As part of the email and chat support team, I learned how to manage multiple customer interactions simultaneously without compromising accuracy or tone. I take pride in crafting responses that are clear, empathetic, and solution-oriented. I always personalize my replies, making customers feel genuinely valued rather than receiving automated or templated messages.

When handling escalation calls, I consistently demonstrated patience and professionalism, even in high-stress situations. I make it a priority to listen actively, acknowledge the customer’s frustration, and take ownership of the issue until resolution. My goal is always to de-escalate tension, identify the root cause, and provide a clear and fair solution. I also collaborate closely with other internal teams, such as billing and technical support, to ensure escalated cases are resolved within the agreed time frame.

Throughout my experience, I have maintained a strong commitment to data security, confidentiality, and compliance, especially when handling financial and personal customer information. I believe that accuracy, transparency, and trust are the foundation of excellent customer service.

What sets me apart is my genuine passion for helping people and my ability to stay calm and solution-focused, no matter the situation. I take pride in turning challenging interactions into opportunities to build customer loyalty and confidence.

Overall, my background in telco financial support has helped me develop not only strong technical and communication skills but also the empathy and resilience essential for delivering high-quality service in every interaction.