Rosechel Salas

ROSECHEL SALAS Bulacan, Philippines 3022 PROFESSIONAL SUMMARY Customer Support Specialist with 9+ years of experience in BPO and remote settings. Dedicated to clear communication, practical problem-solving, and creating positive customer experiences while thriving in fast paced environments. _____________________________________________________________________________________ CORE SKILLS & COMPETENCIES ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Customer Support: SMS, live chat, email, voice (inbound/outbound) Order & Billing Management: handled orders, coordinated shipping, and processed refunds CRM & Collaboration Tools: Zendesk, Intercom, Richpanel, Aircall, Textline; Notion, Slack, Zoom E-commerce / Marketplace Platforms: Shopify, Amazon Seller Central, Walmart, TikTok Shop, Shipping & Payment Platforms: ShipStation, ShippingEasy, Stripe, Operational Skills: SLA/KPI Management, case documentation, process adherence, basic troubleshooting Soft Skills: multitasking, time management, adaptability, team collaboration Communication: proficient in written and verbal communication _____________________________________________________________________________________ PROFESSIONAL EXPERIENCE Seasonal Customer Service Representative unybrands – eCommerce (Remote) | Sept 2025 – Jan 2026 ▪ ▪ ▪ ▪ Handled customer inquiries via Zendesk, order management, returns, refunds, replacements and subscription support (Recharge) for various brands across Shopify DTC stores and marketplaces. Investigated and resolved customer complaints while maintaining a positive and professional demeanor. Coordinated with warehouses and internal teams for unfulfilled orders and follow-ups. Conducted administrative tasks including reviewing negative reviews and return authorizations. Customer Success Agent Zendrop – SaaS eCommerce & Dropshipping Platform (Remote) | Oct 2024 – Jul 2025 ▪ ▪ ▪ ▪ Delivered real-time support via Intercom chat and email under a strict 2-minute SLA, consistently meeting KPIs for CSAT, SLA, and evaluation scores. Handled subscriptions, orders, returns, replacements/refunds (Stripe/admin panel), cancellations, and account issues, reducing escalations. Coordinated with internal teams, China fulfillment centers, and logistics to help ensure orders were fulfilled on time and dispatched smoothly, supporting customer satisfaction. Encouraged Shopify and Trustpilot reviews while resolving syncing, listing, and integration issues (Shopify, TikTok Shop, ClickFunnels), boosting brand reputation. Customer Support Champion & Stylist The Volte Australia – eCommerce Fashion Dress Hire Marketplace (Remote) | Dec 2021 – Jan 2025 ▪ ▪ ▪ ▪ Provided multi-channel support (phone, chat, email, SMS) using Zendesk, Aircall, and Textline, resolving issues on orders, shipping, try-ons, sizing, returns, refunds, and lost/damaged items to drive customer satisfaction. Increased hire retention by following up with borrowers for declined/cancelled orders and assisting lenders with their payment concerns. Enhanced product accuracy and presentation by editing and optimizing listings in coordination with the Products Team. Assisted new hire onboarding through knowledge sharing and mentoring, while contributing to meetings and team performance improvements. Customer Support Short Term Apartment Rental Solutions (Remote) | 2018 – 2019 ▪ ▪ ▪ ▪ Managed guest bookings via phone and email, coordinating with property owners and scheduling housekeeping and maintenance to ensure smooth guest experiences. Maintained reservations across Airbnb, VRBO, Booking.com, and updated customer accounts through Bookerville. Adjusted seasonal pricing calendars to reflect market demand and occupancy trends. Assisted guests with troubleshooting property issues to ensure prompt resolution and satisfaction. Email Support Specialist ECE Consulting Group – Jet.com (e-Commerce Account) | 2015 – 2018 ▪ ▪ ▪ Processed and reviewed eCommerce orders, ensuring payment accuracy and order fulfillment. Managed shipping/order confirmations, escalated rejected orders, and resolved discrepancies. Completed daily data entry tasks, including categorization, branding, and image tagging. Customer Consultant Sutherland Global Services – Stayz/HomeAway (Travel Account) | 2014 – 2015 ▪ ▪ ▪ Assisted travelers with vacation/holiday rental bookings, cancellations, and modifications, while guiding Owners and Property Managers on platform use. Verified and validated property listings before activation, ensuring accuracy and compliance with Stayz requirements. Handled back-office tasks and online payments using Citrix, Salesforce, and Stayz Admin. Appointment Setter (Dodo Telco Account – Project Based) | 2012 ▪ ▪ ▪ Handled outbound calls, contacting potential clients from prepared call lists. Scheduled qualified appointments for prospective clients and forwarded details to the sales team for follow-up and conversion. Achieved appointment targets. _____________________________________________________________________________________ EDUCATION B.S. Industrial Psychology – Polytechnic University of the Philippines, Manila WORKSHOP ATTENDED Winning Customer Relationships: A Customer Service Workshop (Online) – HR Architects | The Volte, Feb 2024