Russelle Alma Nanoz

RUSSELLE ALMA NAÑOZ CUSTOMER SERVICE SUPPORT Muntinlupa City, Philippines |LinkedIn: Nanoz, Russelle SUMMARY Customer Support Expert with over 10 years of experience in customer service, quality assurance, and technical support for US and Canadian clients. Skilled in building exceptional customer experiences, leading onboarding and retention initiatives, and translating data insights into actionable strategies. Consistently recognized for achieving 90%+ customer satisfaction, meeting performance targets, and improving team efficiency in remote environments. EXPERIENCES CUSTOMER SUPPORT VA OVA VIRTUAL (REMOTE, US ACCOUNT) JULY 2023- SEPTEMBER 2025 Delivered multi-channel support (email, chat, phone via Zendesk) for a US e-commerce client, maintaining 90%+ customer satisfaction. Resolved product inquiries with a 90% first-contact resolution rate, enhancing loyalty and retention. Processed 50+ daily order transactions with high accuracy and minimal escalations. Conducted outbound calls to verify shipping details and follow up on deliveries for timely fulfillment. Collaborated with fulfillment/logistics teams to resolve shipping/delivery issues, reducing escalations by 15%. Used Microsoft Excel and Google Sheets to track and maintain documentation records accurately. QUALITY ASSURANCE ANALYST CONTINUUM GLOBAL SOLUTIONS (REMOTE, US ACCOUNT) JUNE 2022 - APRIL 2023 Audited US-based CSR, daily calls using Verint, driving 15% compliance improvement and reducing dissatisfaction by 10% via verbatim analysis. Facilitated calibration sessions via WebEx, MS Teams, and Blue Jeans. Communicated red flags and compliance risks via Outlook and Slack, improving adherence. QUALITY ASSURANCE ANALYST SYKES ASIA (CUSTOMER CARE | US ACCOUNT) JANUARY 2019 – MAY 2022 Audited customer care calls using Verint for a US telecom client, ensuring policy compliance. Coached agents on fraud prevention and process adherence, boosting compliance scores. Facilitated calibrations with clients and teams via WebEx and Google Meet. Issued compliance alerts via Outlook and Gmail to prevent repeat issues. QUALITY ASSURANCE ANALYST SYKES ASIA (TECHNICAL SUPPORT | US ACCOUNT) DECEMBER 2017 – DECEMBER 2018 Audited technical support calls for accuracy and compliance. Delivered corrective coaching to agents, reducing compliance errors. Coordinated calibration sessions with clients and operations teams. TECHNICAL SUPPORT REPRESENTATIVE SYKES ASIA (DSL | US ACCOUNT) DECEMBER 2015 – NOVEMBER 2017 Handled inbound calls for a US telecom client, troubleshooting DSL issues with an 85%+ resolution rate without dispatches. Conducted outbound follow-up calls to confirm service restoration and satisfaction. Processed technician scheduling and dispatches for faster resolutions. CUSTOMER SERVICE REPRESENTATIVE SYKES ASIA (TELCO | CANADA ACCOUNT) JUNE 2015- NOVEMBER 2015 Delivered multi-service support for a Canadian telecom client, assisting with billing, payments, plan changes, and troubleshooting. Executed follow-up calls to inform the customer regarding the status of the service requests and affirm successful resolution. Ensured accurate, timely resolutions for positive customer experiences. CUSTOMER SERVICE REPRESENTATIVE EXPERT GLOBAL SOLUTIONS (TELCO | US ACCOUNT) OCTOBER 2011 – FEBRUARY 2015 Provided frontline support for a US telecom client, handling billing, payments, and troubleshooting. Initiated outbound calls to monitor the progress of service requests and validate their resolution. Consistently met quality and performance targets, building customer trust. CORE SKILLS Customer Support: Multi-channel (email, chat, phone), order management, inbound/outbound calls. Quality Assurance: Call auditing, compliance monitoring, coaching/feedback, process improvement. Technical Support: Troubleshooting, issue resolution, escalation management. Virtual Assistance: Remote collaboration, CRM updates, data accuracy (Excel). Soft Skills: Empathy, active listening, problem-solving, time management, multitasking. TOOLS & PLATFORMS Customer Support & CRM: Zendesk, Help Scout, Sticky I.O, 24NXT, ShipStation. Collaboration & Communication: Slack, MS Teams, Zoom, WebEx, Blue Jeans, Google Workspace, Microsoft Office Suite. Quality Monitoring & Analytics: Verint, DSAT Analysis, Reporting Tools.