Isabela Espineli
CUSTOMER SUPPORT | ROSTERING AND TEAM SUPPORT
CITY OF DASMARIÑAS, ,CAV
Summary
Customer-focused professional with expertise in conflict resolution and communication. Delivers effective service solutions that enhance customer satisfaction and loyalty. Collaborates within teams, adapts to evolving needs, and achieves organizational goals through efficient problem-solving.
Overview
12
12
years of professional experience
Work History
ROSTERING & TEAM SUPPORT
CAMP AUSTRALIA
06.2022 - 08.2026
- Efficiently managing staffing, reviewing rosters, and filling emergency and future-dated shifts. Maintaining service compliance to ensure seamless support via accurate rostering, resulting in child safety and service compliance in all states through effective communication via calls, emails, chat, and MS Teams channels.
- Executed various tasks to support business operations.
- Coordinated staff schedules and managed team communications to optimize resource allocation, ensuring seamless service delivery at Camp Australia.
CUSTOMER SERVICE REPRESENTATIVE/EMAIL ELITE TEAM
KOOZIE GROUP
07.2021 - 05.2022
- Delivered exceptional support from small to high-profile distributors of a leading U.S. promotional product supplier by managing inbound calls and emails, resolving order inquiries, and ensuring order accuracy, which resulted in improved distributor satisfaction, on-time delivery, and promotion to the Elite Email team, supported top clients.
- Resolved customer inquiries regarding product availability, order status, and account details with accuracy.
- Managed order processing, ensuring correct entry, pricing, and shipment coordination across systems.
- Tracked shipments and communicated updates to maintain clear expectations and timely resolution.
CUSTOMER SERVICE REPRESENTATIVE
AMAZON PHILIPPINES
04.2021 - 07.2021
- Managed inbound inquiries from U.S. consumers on order tracking, replacements, product information, and refund processing, ensuring accurate, timely resolutions that upheld Amazon’s commitment to customer satisfaction.
- Resolved complex customer inquiries across order status, refunds, and account issues with policy compliance.
- Managed escalated cases through CRM tools, ensuring accurate documentation and timely follow-up.
- Coordinated cross-functional resolution for shipment delays, delivery exceptions, and missing package concerns.
TRAVEL ASSOCIATE
KIWI.COM
05.2019 - 09.2020
- Supported customers of global online travel agency by managing inbound communications and processing back-office tasks including passenger detail updates, meal and luggage additions, online check-in, and flight modifications. Coordinated with airlines and partners to ensure seamless travel arrangements, enhancing overall customer satisfaction.
- Managed booking changes, cancellations, and rebooking requests using fare rules and travel policies.
- Resolved customer inquiries across email, chat, and phone with accurate, timely service.
- Reviewed itineraries for schedule disruptions and coordinated alternative travel solutions.
SALES ASSOCIATE
ADRIANNA PAPELL (Dubai, UAE)
10.2016 - 10.2017
- Assisted customers with styling selections, fit guidance, and special-occasion wardrobe needs.
- Processed POS transactions, returns, and exchanges with accuracy and professionalism.
- Collaborated with team members to meet daily sales goals and store priorities.
SALES ASSOCIATE
VICTORIA'S SECRET (Dubai,UAE)
11.2014 - 09.2016
- Delivered attentive customer service while resolving product questions and purchase concerns
- Maintained organized merchandise displays to support brand standards and shopping experience
- Recommended products based on customer needs and store promotions
Education
Bachelor of Science - Psychology
Kolehiyo Ng Lungsod Ng Dasmariñas
Dasma., Cavite 04.2001 -
NC II - Commercial Cooking
Tesda Technical and Vocational Courses
Dasma., Cavite04-2014
I - Pastry Baking
Tesda Technical and Vocational Courses
Dasma., Cavite04-2014
High School Diploma -
Bacoor National High School
Dasma., Cavite 04.2001 -
Skills
- MS Teams
- Outlook
- Salesforce and other CRM
- Avaya
- X-lite
- Slack
- M365Copilot
- Customer and staffing communications via chat, email, outbound & inbound calls
- Rostering & emergency shift filling
- Friendly, positive attitude
- Teamwork and collaboration
- Workforce management
- Problem-solving
Timeline
ROSTERING & TEAM SUPPORT
CAMP AUSTRALIA
06.2022 - 08.2026
CUSTOMER SERVICE REPRESENTATIVE/EMAIL ELITE TEAM
KOOZIE GROUP
07.2021 - 05.2022
CUSTOMER SERVICE REPRESENTATIVE
AMAZON PHILIPPINES
04.2021 - 07.2021
TRAVEL ASSOCIATE
KIWI.COM
05.2019 - 09.2020
SALES ASSOCIATE
ADRIANNA PAPELL (Dubai, UAE)
10.2016 - 10.2017
SALES ASSOCIATE
VICTORIA'S SECRET (Dubai,UAE)
11.2014 - 09.2016
Bachelor of Science - Psychology
Kolehiyo Ng Lungsod Ng Dasmariñas
04.2001 -
High School Diploma -
Bacoor National High School
04.2001 -
I - Pastry Baking
Tesda Technical and Vocational Courses
NC II - Commercial Cooking
Tesda Technical and Vocational Courses