Rojanne Nicole M.

Top Rated Customer Support Expert | Content Moderator | Senior Manager

My experience working in the BPO industry and other individual clients for 5+ years equipped me with the knowledge required to tackle any customer service related project and helped me develop my skills. I have worked for more than 5 years as a Customer Service Representative (Email, Live Chat, Phone call) and as a Content Moderator. These are the skills that I gained so far: - Thoroughly review and take appropriate action of the reported items or content like reported suspicious emails, profiles, chats, and instant messages. - Moderate comments on the website of my previous account. - Provide appropriate solutions for customers who are having technical/shipping/refund/payment issues. - Member of Moderation Team that monitor and moderate all prohibited items/conducts on the site to make it safe and friendly for all the users. -Become a member of Moderator Team for a starting social media app called "BYTE" -Member of Customer Experience Representatives that replies to customers' issue and concerns. - Member of Account Leaders where every end of the week, we report directly to the client about the performance of the teammates and creating an action plan on how to improve the process and performances of all teammates. -One of the Account Manager of one of the leading technical companies in USA which is "Flagship". -One of the support team and Assistant of the starting company in Australia which is "Ride-ON". Other Experiences/Skills: - Knowledge in using Zendesk/Helpdesk/Gorgias - Moderate site page. - Familiar with different carriers - Familiar with disputes and chargebacks. - Update tracking numbers. - Process refunds, returns, and replacement of orders. - Shopify/Trello - Administrative Support: Data Entry, Web Research, Lead Generation. Accomplishments: - Became a top performer for 4 consecutive quarters. - Given the chance to go to different places here in the Philippines as an incentive. - Became a trainer of 30 Content Moderators. - Become a Virtual trainer of new agents - Promoted as a Senior Manager for Customer Service/Sales Best, Rojanne