Shanel Racaza

sr SHANEL RACAZA Objective To advance my career and utilize my knowledge in communication, skills, capabilities, experience, and produce continual growth opportunities. --113C A. S. Fortuna St. Bakilid, Manduae City, Cebu, Visayas 6014 EXPERIENCE EDUCATION CUSTOMER SUCCESS SPECIALIST BACHELOR OF SCIENCE IN COMPUTER SCIENCE Node App (Part-time) 2021 - Present Maintained customer health through rapid response and new valuable features introduced. VSU, Baybay City, Leyte, PH- - 2009 BAYBAY NATIONAL HIGH SCHOOL Worked cross-functionally with product, sales, and support team Baybay City, Leyte, Philippines 6521 members to foster a strong sense of community and information 2001 - 2005 sharing to ensure goals and customer satisfaction are met. Delivered exceptional customer service to partner brands by analyzing their campaigns and providing feedback. SKILLS Developed and implemented efficient customer success strategies through collected data and further drove adoption resulting in boosted customer satisfaction. Customer Service Time Management Problem Solving Computer Literacy Strong Communication Leadership Teamwork Patience sr EXPERIENCE INTEREST ECOMMERCE DROPSHIPPING CUSTOMER SERVICE SPECIALIST Fitness Latest Elite (Part-time) Traveling 2021 - 2022 Reading Interior Design Liaised as the face of the company to customers and provide exceptional service to exceed customer targets. Collaborated with suppliers via Trello solving tough issues and maintaining customer loyalty with proactive problem-solving. Processed daily tickets through Gorgias(Chat/ Phone/ Email) while VOLUNTEER EXPERIENCE ensuring a 100% customer satisfaction rate and rapid manner. TOASTMASTERS INTERNATIONAL CLUB ECOMMERCE VIRTUAL ASSISTANT Cebu, Philippines Bello Industries LLC (Part-time) 2018 - 2020 2020 - 2021 Handled difficult and complex customer complaints, resolving Empower individuals to become more issues within the timeframe and receiving a 4.9 score out of 5 effective communicators and leaders. review. Provide support and a positive learning Established and maintained high customer satisfaction ratings by experience in which members are following up on all customer requests. empowered to develop communication Attained 4-5 star reviews and feedback in Amazon Seller Central and leadership skills, resulting in greater through compassionate customer service and rapid response. self-confidence and personal growth. Increased engagement rate of the store through curated social To be the first-choice provider of media content posting. dynamic, high-value, experiential communication and leadership skills development. sr EXPERIENCE CUSTOMER SUPPORT ASSOCIATE (AMAZON & MICROSOFT) Convergys/ Concentrix (Full-time) 2012 - 2021 Maintained a high level of customer satisfaction through effective verbal and written communication skills. Made reasonable procedure exceptions to accommodate unusual customer requests. Became the lead "go-to" person on the team particularly in resolving challenging calls. Recognized as a "Top 1" or "Top 5" Customer Service Associate each month within the department/ program out of 80 representatives. The ranking was based on certain metrics from customer satisfaction rate, attendance, calls average handling time, call quality, etc. Commended for initiative, persuasiveness, intense customer focus, and dependability in performance evaluation. CUSTOMER SERVICE REPRESENTATIVE (SIRIUS XM) APAC Customer Service Inc. (Full - time) 2010 - 2012 Promptly handled an average of 60+ customer inquiries and complaints daily with a 96% customer satisfaction rate. Maintained a knowledge base of the evolving product offerings, and improved customer retention by 9% by proactively recommending new products to existing customers. Documented customer interactions to reduce onboarding time by 15% when new customer service representatives interact with customers. Built customer loyalty by placing follow-up calls for customers reporting product issues.