DANICA ROSE MOISES
Parañaque City
Summary
Highly organized Administrative and Client Support Professional with expertise in data entry, case management, email administration, documentation, and stakeholder coordination. Experienced in working with clients, consultants, insurers, healthcare professionals, and cross-functional teams to ensure accurate records, timely communication, and efficient case processing. Skilled in managing confidential information, maintaining data accuracy, and supporting daily operations in fast-paced environments. Proficient in Salesforce, SAP, Case Manager, Microsoft Office, and CRM systems, with a strong commitment to delivering exceptional service and operational excellence.
Overview
10
10
years of professional experience
Work History
Customer Administrative Coordinator
ASW Global
09.2025 - 06.2026
- Managed high-volume data entry and maintained accurate case records using Case Manager and SAP.
- Organized and monitored shared email inboxes, ensuring timely processing of referrals, reports, and client communications.
- Acknowledged referrals within service-level targets and created case files with complete and accurate documentation.
- Coordinated with consultants, insurers, and internal teams regarding case allocations, report requests, and referral requirements.
- Processed billing and administrative documentation in accordance with company standards.
- Maintained confidentiality of sensitive client information and ensured compliance with data privacy requirements.
- Consistently met referral acknowledgment and case setup turnaround targets.
- Maintained high accuracy in data entry, billing, and case documentation.
- Ensured timely completion of urgent report requests and case follow-ups.
- Supported compliance with quality assurance and data security standards.
Customer Success Advisor (CSA Level 2) – In-Store & E-Commerce
IKEA Ikano Philippines
01.2022 - 01.2025
- Managed customer support queues and monitored service levels across in-store and e-commerce channels.
- Collaborated with stakeholders in Singapore, Malaysia, and the Philippines to align customer service processes and operational standards.
- Supported escalated customer concerns and ensured timely resolution.
- Processed and tracked online customer orders while maintaining accurate records.
- Utilized Salesforce CRM to document cases, monitor trends, and generate reports.
- Achieved 100% Quality Assurance Score and 100% Attendance.
- Recognized as Co-Worker of the Month (January 2025).
- Selected as Discovering IKEA Concept Ambassador for Customer Service (2024).
- Contributed to improved customer satisfaction through effective escalation management.
Subject Matter Expert – OPTAVIA Healthcare Account
24-7 Intouch
01.2020 - 01.2022
- Coordinated consultation schedules between healthcare consultants, clinicians, and clients to ensure timely delivery of services.
- Managed appointment bookings, rescheduling requests, and calendar updates while maintaining accuracy and confidentiality of client information.
- Communicated with clients regarding upcoming consultations, appointment confirmations, and follow-up requirements.
- Organized and prioritized consultation schedules to maximize provider availability and minimize appointment conflicts.
- Maintained accurate records of appointments, referrals, and client interactions in accordance with healthcare policies and procedures.
- Managed clients online portal accounts, including account setup, maintenance, and troubleshooting.
- Assisted clients in selecting wellness and nutrition plans aligned with their health goals.
- Processed orders, subscriptions, billing inquiries, and account updates.
- Organized customer communications through phone, email, and chat support channels.
- Maintained accurate customer records and documentation using CRM systems.
- Coordinated with health coaches and internal teams to resolve customer concerns.
- Handled sensitive customer information while maintaining confidentiality and compliance standards.
- Achieved a 97% Quality Score and received the Best in Quality Calls Award.
- Consistently met quality, productivity, and customer satisfaction targets.
- Improved customer retention through personalized support and timely issue resolution.
- Enhanced customer experience through accurate account management and wellness plan guidance.
Customer Support Specialist
Sitel Philippines
01.2019 - 01.2020
- Managed inbound customer inquiries through phone, email, and chat.
- Resolved account, billing, and service-related concerns.
- Maintained customer records and documentation using CRM tools.
- Coordinated reports, schedules, and follow-up communications.
- Consistently met service-level agreements and quality targets.
- Maintained high accuracy in customer records and documentation.
- Delivered timely and effective resolution of customer concerns.
Customer Service Representative Level 2 (Airbnb Account)
TELUS International Philippines
01.2018 - 01.2019
- Assisted guests and hosts with booking inquiries, reservation modifications, cancellations, and refund requests.
- Provided customer support via phone, email, and chat while maintaining high service standards.
- Resolved customer concerns by reviewing account, reservation, and policy information to provide accurate solutions.
- Handled escalated cases and de-escalated customer complaints with professionalism and empathy.
- Educated customers on Airbnb policies, procedures, and platform features.
- Documented customer interactions and case resolutions accurately in the system.
- Coordinated with internal teams to resolve complex booking, payment, and account-related issues.
- Maintained customer satisfaction by delivering timely and effective resolutions.
- Managed multiple cases simultaneously while meeting productivity and quality targets.
- Demonstrated strong problem-solving, communication, and conflict-resolution skills in a fast-paced environment.
- Successfully resolved complex customer and host escalations.
Customer Service Representative (Walmart eCommerce)
Alorica Philippines
01.2016 - 01.2017
- Assisted customers with online orders, returns, refunds, delivery concerns, and account inquiries.
- Processed refunds and coordinated with logistics and payment teams.
- Educated customers on website and mobile application functionality.
- Consistently met customer satisfaction and productivity goals.
- Maintained compliance with refund and order-processing procedures.
- Contributed to efficient resolution of order and delivery issues.
Education
Bachelor of Science - Hotel and Restaurant Management
Far Eastern University
Manila01-2012
Secondary Education - undefined
De La Salle Araneta University
01-2008
Skills
- Salesforce CRM
- SAP Order Management
- Case Manager
- Microsoft Word, Excel, and Outlook
- Email Management
- Data Entry & Reporting
- Customer Relationship Management (CRM)
- Online Portal Support
- Billing & Documentation Systems
AWARDS & RECOGNITION
Co-Worker of the Month – IKEA Ikano Philippines (January 2025), 100% Quality Assurance Score, 100% Attendance Award, Discovering IKEA Concept Ambassador for Customer Service – Philippines (2024), Best in Quality Calls – 24-7 Intouch (2022), Achieved 97% Quality Performance Rating
Timeline
Customer Administrative Coordinator
ASW Global
09.2025 - 06.2026
Customer Success Advisor (CSA Level 2) – In-Store & E-Commerce
IKEA Ikano Philippines
01.2022 - 01.2025
Subject Matter Expert – OPTAVIA Healthcare Account
24-7 Intouch
01.2020 - 01.2022
Customer Support Specialist
Sitel Philippines
01.2019 - 01.2020
Customer Service Representative Level 2 (Airbnb Account)
TELUS International Philippines
01.2018 - 01.2019
Customer Service Representative (Walmart eCommerce)
Alorica Philippines
01.2016 - 01.2017
Secondary Education - undefined
De La Salle Araneta University
Bachelor of Science - Hotel and Restaurant Management
Far Eastern University