Rosechel Salas

Rosechel Y. Salas - / --Sta. Maria, Bulacan, Philippines 3022 PROFESSIONAL SUMMARY A motivated customer service professional with over eight years of experience working from home and in call centers. I am seeking a position where I can use my knowledge and abilities to their fullest. Reliable with strong ethics, and able to perform duties with minimal supervision. WORK EXPERIENCE Customer Support Champion and Stylist (work from home) | Dec 2021 – up to the present The Volte (Designer Fashion Rental Marketplace Australia) • • • • • • • Communicating to customers via voice, chat, email, and SMS using Zendesk, Aircall, and Textline Assisting customers with dress/listing inquiries, sizing, fit and measurements, try-ons, order status follow-up (e.g., shipping and tracking), return items follow-up, website booking, arranging refunds, order cancellations, and other booking issues such as damaged and lost/stolen items Liaising with lenders concerning payments and other related borrowers’ issues and inquiries Successfully met the desired performance benchmarks and provided guidance and training to newly hired Customer Support Agents on product knowledge Support the Product Team by editing and optimizing product listings according to established guidelines Participate in weekly meetings with the management team to address goals, concerns, and updates Accomplishing daily end-of-day report and fulfilling other assigned duties and ad hoc tasks Customer Care Booking Associate (seasonal work from home) | Jan 2021 – Jun 2021 Microsourcing Philippines Inc. • • • • • • Handled Camp Australia Account Responded to inbound booking-related phone calls from Camp Australia customers Processed new bookings, cancellations, and adjustments Responded to general inquiries from new and existing parents related to bookings Supported the adoption of the Parent Portal app by promoting the app on all phone calls Answered billing and child-care subsidy inquiries Customer Relations Agent (work from home) | May 2019 – Mar 2020 Service Response Partners • Lime Bikes & Scooters • • • • • • Handled both inbound calls and emails within Zendesk Responded to service-related and general information requests through phone and email Assisted customers with billing questions and made refund arrangements if needed Supplied details on the processing of claims Investigated complaints and assigned to a designated team Resolved customer issues through quality calls and emails Customer Support (work from home) | 2018 – 2019 Short Term Apartment Rental Solutions / STARS of Boston • • • • • Managed booking communication via phone and email Coordinated with the owners and other departments as needed such as housekeeping or maintenance Ensured all booking channels were updated for the booking (Airbnb, VRBO, Boooking.com) Updated customers’ account information via Bookerville (vacation rental software) Adjusted prices on the calendar for upcoming seasons • Received phone calls from guests to troubleshoot issues on the property Customer Support Specialist | 2015 – 2018 ECE Consulting Group • • • • • • Handled Jet.com (E-commerce Account) Processed customers’ online orders via an e-commerce website Reviewed order thoroughly to achieve and maintain the accuracy Received online payment and make sure to check that there is no discrepancy Processed shipping and order confirmation and escalated rejected order Accomplished data entry projects daily (categorization, branding, image tagging, matching, etc.) Customer Consultant | 2014 – 2015 Sutherland Global Services • • • • Handled Travel Account: Stayz / HomeAway Provided phone and email support to Travelers, Owners & Property Managers Assisted travelers in booking holiday rental accommodations and walked them through the Stayz website Facilitated travelers with booking amendments such as cancellations and refunds, changing check-in/out dates, and changing property/accommodations among other related tasks • Handled verification and back-office tasks • Verified and validated all pertinent information related to the property submitted by the PO/PM before listing it on the Stayz website to ensure its accuracy and completeness • Recorded and activated Stayz online payment Inbound Customer Service Representative | 2012 – 2013 SITEL Philippines • • • • • • Handled Travel Account: Virgin Australia Airlines Answered phone calls concerning airline ticketing and reservation Booked airline reservation and processed itinerary modification and cancellation Conducted upselling and/or upgrade of products and services Received online payment for reservation and updated account information Arranged for refunds if necessary Appointment Setter | Project Based – Early 2012 Acquire Asia Pacific • • • • • Handled Dodo: Telco Account Contacted potential clients using the call list supplied by Team Leaders Offered information and inquired about the specific needs of potential customers related to our products or services Scheduled appointments with prospective clients at their convenience Documented interactions and forwarded the details to the sales team for conversion into sales EDUCATIONAL BACKGROUND BS Industrial Psychology | 1997 – 2001 Polytechnic University of the Philippines PROFESSIONAL SKILLS • • • • • Motivated, well-disciplined individual and a team player Detail-oriented, ability to handle multiple tasks, adaptable, and can work under pressure Good communication and interpersonal skills Inbound/outbound call management, customer service, complaint resolution, order-taking Tools proficiency: MS Office, Google Workspace, Canva, Zendesk, Freshdesk, Click-up, Skype, Slack, MS Team