Rosemarie Flestado

ROSEMARIE FLESTADO Taguig City, Philippines |- CUSTOMER SERVICE | E-COMMERCE VA |QBO CERTIFIED PROADVISOR With over 8 years of experience in customer support within the BPO industry. I worked as a virtual assistant for over 2 years. I possess expertise in e-commerce operations and have successfully supported multiple Shopify and eBay accounts. A certified QBO advisor, it enables me to handle transactions efficiently & accurately. WORK EXPERIENCE Telus International | CSR June 2023 - Feb 2025 Promoted and sold Telus services, including Optik TV, Home Phone, Internet, Medical Alert Pendant, and Home Security solutions. Assisted customers with billing inquiries, account issues, and service-related concerns. Provided support for general inquiries, ensuring accurate information and quality customer service. Maintained a high level of professionalism and product knowledge to drive customer satisfaction and sales performance. William Hill Online | CSR Dec 2018 - April 2022 Provided customer support via inbound and outbound calls, live chat, and email, ensuring a fast and efficient user experience. Verified customer accounts by reviewing identification and supportting documents for validity. Assisted users with account login issues and verification. Processed refunds and account adjustments when necessary, ensuring customer satisfaction. Investigated customer disputes and coordinated the best possible resolution in line with company policies. Escalated complex complaints and technical issues to appropriate departments or resolution queues. Teleperformance Philippines Inc. | CSR July 2015 - July 2016 Handled customer service for an Australian telecommunications account, providing support via phone call. Verified account status and adressed service inquiries, billing disputes, and plan details. Processed refunds, service reconnections, and plan upgrades in alignment withg customer needs. Troubleshoot basic technical issues related to internet connectivity and device configuration. Delivered personalized service, offering tailored solutions and going the extra mile to resolve complex concerns. Engaged in upselling opportunities by promotion relevant and plan enhancements. Sutherland Global Services | CSR April 2013 - May 2015 Assisted sellers and buyers with inquiries related to orders, listings, and account concerns. Investigated negative seller feedback and coordinated removal when possible. Handled buyer complaints, primarily related to misleading advertisements or product issues. Provided accurate tracking information and order updates to ensure transparency. Managed escalated cases, acting as a liaison between sellers and buyers to reach fair resolutions. Facilitated effective communication between parties to maintain marketplace trust and satisfaction. January 2012 - April 2013 Aegis People Support | CSR Handled customer service inquiries for Globe, a local Internet Service Provider (ISP), focusing on accounts status, billing, and technical issues. Magnolia Chicken Station | Cashier | Light Bookkeeping January 2012 - April 2013 April 20, 2022 - Feb 29, 2024 Amaryllis | Israel | Part - time VA Developed and implemented company Standard Operating Procedures (SOPs) to streamline workflows. Managed Shopify store operations, including chat email customer support, order management, and inventory updates. Scheduled and published content for social media posts and stories in Facebook and Instagrams. Responded promptly to social media messages and comments to drive engagement and support. Executed digital marketing campaigns by creating email blasts and push notificatios via Omnisend and PushOwl. EDUCATION 2011 - 2012 Polytechnic University of the Philippines Public Administration Specialized in Fiscal Administration 2008 - 2010 College of Saint Adeline Hotel and Restaurant Services 1996 - 2000 City Central High School Secondary SKILLS Effective Time Management Creative Problem-Solving Active Listening Efficiency Under Pressure Critical Thinking Talented Customer Services