Ruschelle Shirley Caguin

Ruschelle Shirley Buan - Caguin Work Experience Customer Service Representative September 2019 – March 2020 Leflair Philippines Makati City, Philippines Roles and Responsibilities: • in charge of confirming and validating orders (i.e. fraud and abuse checks) • monitors the deliveries of orders (i.e. cancellations, stocks and breached deliveries) • reaches out to customers for customer experience Present Address: Unit- Pasig Line St. Sta. Ana, Manila Permanent Address: 080 Inday St. Milbuena Subd., Magsaysay Sur, Cabanatuan City, Nueva Ecija- ruschelle.buan@out look.com Customer Service Supervisor May 2019 – September 2019 MetroMart Technologies, Inc. Makati City, Philippines Roles and Responsibilities: • in charge if managing the team in their daily tasks • monitors the performance of the team in terms of their attendance and productivity to ensure that they meet their KPIs. • working hand in hand with the CEOs to come up with ideas in improving processes to improve customer experience. • coordinating timely issues to the CEOs and/or relevant departments Trainer, Partner Support Center January 2018 – October 2018 E-Konflux Solutions (Account: Lazada Singapore) Makati City, Philippines Roles and Responsibilities: • conducts new hire training for Partner Support • conducts refresher training and creates weekly quizzes to test agent understanding • directly coordinates with regional clients for process improvement for the betterment of seller experience • attends regional training • attends UATs (User Acceptance Training) to test new systems • monitors Ops performance to determine which aspects are the agents having challenges with • creates macros / templates • does hands on every week via Chat, Email and Formstack - answering seller queries Operations Associate, April 2016 – January 2018 Customer Care and Order Management E-Konflux Solutions (Account: Lazada Singapore) Makati City, Philippines Roles and Responsibilities: (Customer Care) • answers all social media queries / comments in all platforms - Facebook, Twitter and Instagram • answers all customer queries via Chat and monitors until it gets resolved Roles and Responsibilities: (Order Management - Order Processing, Cancellations, Returns and Replacements) • answers customer queries via Phone, Chat, Email and Formstack; and monitors until it gets resolved • monitors and process returns and replacements of the customer • directly coordinates with the Singapore warehouse team regarding the statuses of returns • attends to urgent and delicate cases • takes escalations • conducts refresher training • spearheaded the Replacement process and created a clear SOP • root analysis of DSATs and backlogs. • conducts new hire training for Order Management and QAs their tickets during Nesting Chart Retrieval Specialist (Project-based) January 2016 – March 2016 Altegra Health Bonifacio Global City, Taguig Roles and Responsibilities: • does outbound call to doctor's clinic, hospitals and medical institutions to retrieve medical records of patients for a Healthcare review in the US Travel Counselor (Technical Department) May 2015 – November 2015 Carlson Wagonlit Travel Makati City, Philippines Roles and Responsibilities: • accepts incoming calls, emails and chat from clients to assist in technical issues regarding their booking tools • assists clients in queries regarding errors, limitations and cancellations of their travel bookings Technical Service Representative March 2013 – October 2014 West Contact Services, Inc. (Account: Comcast) Makati City, Philippines Roles and Responsibilities: • assists customers in troubleshooting for their phone, television and internet services • does upselling Technical Customer Care Representative March 2012 – March 2013 Convergys Philippine Services Corp. (Account: AT&T U-verse) Makati City, Philippines Roles and Responsibilities: • assists customers in troubleshooting for their phone, television and internet services • does upselling • acts as PIC when the Supervisor is not around • does side by side to new members of the team and coaches them accordingly Technical Service Representative June 2010 – November 2010 SPI Global Inc. formerly ePLDT Ventus (Account: Dish Network) Makati City, Philippines Roles and Responsibilities: • assists customers in troubleshooting for their television and internet services Education Bachelor of Arts in Development Communication CENTRAL LUZON STATE UNIVERSITY Science City of Muñoz, Nueva Ecija June 2001 – November 2004 High School Diploma NUEVA ECIJA UNIVERSITY OF SCIENCE & TECHNOLOGY Cabanatuan City, Nueva Ecija June 1997 – March 2001 Elementary School Certificate FLOWERLANE MONTESSORI CHILDREN’S HOUSE Cabanatuan City, Nueva Ecija June 1995 – March 1997 CHRISTIAN SCHOOL INTERNATIONAL Cabanatuan City, Nueva Ecija June 1991 – March 1995 Awards Received Operations Associate E-Konflux Solutions (Account: Lazada Singapore) Top Agent (Rank 1) - December 2016 Top Agent (Rank 2) - March 2017 Top Agent (Rank 1) - May 2017 Top Agent (Rank 1) - September 2018 April 2016 – January 2018 References MS. LESLIE RUTH AMABLE Team Lead, Leflair Philippines- MR. MARC KEVIN MAWANAY Business Analyst, Lazada Singapore- MR. LOUIE SUMALINOG Operations Supervisor, Leflair Philippines-