BABIE MITZ REMOROZA
LAPULAPU CITY
Summary
Experienced with leading customer support teams to deliver exceptional service. Utilizes effective problem-solving techniques to ensure high customer satisfaction. Track record of enhancing team performance and streamlining support processes.
Overview
8
8
years of professional experience
Work History
Customer Support Manager
Dwellness Home Warranty
12.2022 - 07.2025
- Led and mentored team of customer support representatives to enhance service quality
- Set performance goals, KPIs, and conducted regular performance reviews
- Provide coaching, training, and development plans
- Oversaw resolution of customer issues, claims, and complaints to improve customer satisfaction
- Ensured fast, empathetic, accurate responses to homeowners and contractors, fostering trust and loyalty
- Personally handled complex or escalated cases to ensure resolution and satisfaction
- Investigate service breakdowns and take corrective action
- HCP, HomeOne, GoTo, Outlook
- Led customer support team in resolving complex warranty claims effectively.
- Developed and implemented training programs to enhance staff performance and service quality.
Executive Virtual Assistant
URComped
09.2021 - 03.2024
- Responding players who want to book for a trip and play in a casino
- Verified player offers for accuracy
- Balanced commission reports to ensure financial accuracy
- Utilized TRIO, Cruising Power, and Salesforce for data management
Appointment Setter/Sales Representative
CleanTech Energy
03.2022 - 10.2022
- Conducted outbound calls to generate leads for solar energy solutions
- Scheduled client appointments to discuss solar energy options
- Pipedrive, Calendly, Kixie
Junior Media Buyer/Team Leader
Illusive Creations/Basis IO
07.2017 - 01.2021
- Led team management, coaching, call calibration, and quality assurance monitoring
- Running ads and campaign and made sure ads were targeted to the right audiences
- Set up a Facebook account to enhance online presence.
- Managed Facebook interactions to foster customer engagement. and deleting negative comments and bad reviews
- Running ads and campaign and made sure ads were targeted to the right audiences
- Gorgias, Shopify, 3PL, Trello, Asana, Multi-login App, Twilio
Education
BA - Political Science
Cebu Normal University
Cebu City, Province Of Cebu, Philippines03-2010
Skills
- Customer Service & Client Relations
- CRM management
- CRM tools
- Appointment Setting & Lead Management
- Virtual Assistance & Administrative Support
- Calendar & Email Management
- Project management
- Team Leadership & Coaching
- Collaboration tools
- File management
- Problem-Solving & Conflict Resolution
- Customer Experience Design
Timeline
Customer Support Manager
Dwellness Home Warranty
12.2022 - 07.2025
Appointment Setter/Sales Representative
CleanTech Energy
03.2022 - 10.2022
Executive Virtual Assistant
URComped
09.2021 - 03.2024
Junior Media Buyer/Team Leader
Illusive Creations/Basis IO
07.2017 - 01.2021
BA - Political Science
Cebu Normal University