Norma Machica

As a Senior Frontline Support Specialist at HelloFresh Group, I provide top-tier customer support across multiple brands, including HelloFresh, EveryPlate, Factor, Green Chef, Good Chop, and Pets Table. My role involves handling customer inquiries, complex escalations, subscription management, and logistics-related concerns, ensuring a seamless experience for customers across various meal kit and food delivery services.

• Provide exceptional customer service via email and chat, addressing inquiries, concerns, and account-related requests.
• Manage subscription modifications, refunds, order adjustments, and delivery issues across multiple brands.
• Troubleshoot and resolve billing disputes, payment concerns, and missing/damaged orders efficiently.
• Handle multi-brand customer interactions, ensuring brand-specific policies and guidelines are followed.
• Assist in training and mentoring new team members, sharing best practices to enhance service quality.
• Collaborate with logistics, warehouse, and fulfillment teams to resolve operational challenges and improve customer satisfaction.
• Maintain detailed records of customer interactions and contribute to process improvements for better efficiency.

This role has strengthened my problem-solving, multitasking, and communication skills, allowing me to thrive in a fast-paced, high-volume customer support environment while adapting to different brand policies and customer needs.

For two consecutive years, I worked in the E-Commerce industry as a Virtual Assistant, handling various tasks such as order processing, product listing, inventory management, and customer support. My role involved assisting online businesses in ensuring smooth operations, managing disputes, and providing excellent customer service through email and chat.

In addition to my e-commerce work, I also took on part-time roles, including managing Airbnb reservations and customer service, where I handled guest inquiries, booking confirmations, and issue resolution to enhance the guest experience. I also contributed to the Limitless Wellness campaign, providing administrative support, scheduling, and email management.

This experience allowed me to develop strong multitasking skills, adaptability, and a customer-first approach, making me a valuable asset in remote work environments.

As a Chat Host / Moderator for Ladbrokes and Coral Group (Now Entain Manila), I was responsible for creating a fun, engaging, and safe online bingo community by interacting with players in real-time. I ensured a positive gaming experience by moderating chatrooms, enforcing community guidelines, and fostering a welcoming environment for all users.

• Engaged with players through live chat, creating an interactive and entertaining bingo atmosphere.
• Moderated chatrooms to ensure a friendly, inclusive, and responsible gaming environment.
• Enforced company policies and handled disputes or inappropriate behavior professionally.
• Assisted players with basic inquiries, promotions, and game-related questions.
• Promoted ongoing bingo games, events, and loyalty programs to enhance player engagement.
• Collaborated with customer support and management to report issues and improve player experience.

This role strengthened my communication, multitasking, and community management skills, allowing me to build strong player relationships while maintaining a safe and enjoyable online gaming environment.

As a Customer Service Representative at T-Mobile, I provided comprehensive support across multiple Lines of Business, including Activations, Porting, Retention, and General Chat Support. I handled billing inquiries, account management, technical troubleshooting, and customer retention while ensuring a seamless customer experience through efficient solutions and professional service.

Key Responsibilities:

• Assisted customers with account activations, number porting, and plan migrations.
• Provided technical support for mobile devices, network issues, and service activations.
• Handled billing inquiries, payments, and account adjustments.
• Specialized in customer retention, addressing concerns and offering solutions to maintain customer loyalty.
• Managed general chat support, responding to inquiries quickly and effectively.
• Processed device upgrades, replacements, and warranty claims.
• Ensured high customer satisfaction by delivering exceptional service and meeting key performance metrics.

This role enhanced my problem-solving, multitasking, and communication skills, allowing me to excel in a fast-paced, customer-driven environment while handling various service functions.

As a Technical Support Specialist for AT&T U-Verse, I provided customer-focused troubleshooting and technical assistance for internet, TV, and phone services. My role required a strong understanding of network connectivity, hardware configurations, and account management to ensure efficient resolution of technical issues.

Key Responsibilities:

• Assisted customers with internet connectivity, TV signal issues, and VoIP troubleshooting.
• Guided customers through modem/router configurations, device setup, and network diagnostics.
• Handled account inquiries, service activations, and billing-related concerns.
• Escalated complex issues to the appropriate technical teams when necessary.
• Provided step-by-step troubleshooting while ensuring a positive customer experience.
• Educated customers on service features, upgrades, and maintenance tips.
• Maintained accurate documentation of customer interactions and resolutions.

This role enhanced my problem-solving, multitasking, and communication skills, allowing me to deliver efficient and professional technical support in a fast-paced environment.

As a Collections Agent at Synchrony Financial formerly known as GE Capital Retail Bank, I was responsible for handling delinquent accounts, negotiating payment arrangements, and assisting customers in resolving outstanding balances. My role required strong communication and problem-solving skills to provide solutions that met both customer needs and company policies.

Key responsibilities included:

• Contacting customers via phone to discuss overdue payments and offer resolution options.
• Negotiating payment plans while ensuring compliance with company and regulatory guidelines.
• Providing financial guidance to help customers manage their accounts effectively.
• Handling disputes and escalations with professionalism and empathy.
• Maintaining accurate records of interactions and account updates.
• Meeting collection targets while upholding quality service and customer satisfaction.

This role strengthened my persuasion, negotiation, and conflict resolution skills, allowing me to handle difficult conversations with professionalism and efficiency.

Completed one year of coursework in Elementary Education, focusing on child development, teaching methodologies, and classroom management. Gained foundational knowledge in curriculum planning, educational psychology, and student engagement strategies. Developed strong communication and instructional skills through academic training and practical applications.

Completed one semester of coursework in Hotel and Restaurant Management, covering hospitality operations, customer service, food safety, and basic culinary techniques. Gained foundational knowledge in hotel and restaurant operations, guest relations, and service excellence. Developed essential skills in communication, teamwork, and problem-solving within the hospitality industry.