Rachelle Anne Bacani
Operations Specialist | Billing
Makati City
Summary
Motivated professional with 10 years experience in customer support and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills and a keen eye for detail.
Overview
2025
2025
years of professional experience
8
8
years of post-secondary education
Work History
Account Manager| Billing
Nectr - Hanwha Energy (Emapta Versatile Services.)
10.2023 - Current
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Ensuring that both process and automations are robust and refined
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managing Life Support Registration and De-Registration processes
- Hardship Account Management
- Billing, Payments and Collections (Dunning) Activity
- Exception Management
- Supporting Strategic Deliverables
- Process Establishment & Improvement
Energy Consultant
Nectr - Hanwha Energy (Emapta Versatile Services.)
03.2023 - 09.2023
- Identifying process improvements for the wider customer operations team as well as primary software platforms
- Implemented software tools for tracking real-time energy usage data, allowing clients to make more informed decisions about their consumption habits.
- Enhanced energy efficiency by conducting comprehensive audits and identifying areas for improvement.
- Presented findings to clients in clear, concise reports that highlighted actionable steps toward greater efficiency.
CUSTOMER ONBOARDING SPECIALIST
PSO Manila Limited
1 2021 - 1 2023
- Assisted brokers with onboarding and product setup to foster successful adoption and usage.
- Nurture long-term partnerships by maintaining open lines of communication and providing consistent support.
- Coordinate with internal teams to provide prompt support and address client needs efficiently.
- Identify upsell opportunities through account reviews, contributing to increased revenue generation.
- Assisting brokers with their platform concerns (MyCRM Platform, FileInvite, Onespan, Pricefinder, Onespan)
- Analyze customer feedback to identify areas for improvement, leading to enhanced product offerings.
CUSTOMER EXPERIENCE ADVISOR
Amaysim Philippines Inc.
01.2018 - 01.2021
- Served as an escalation point for complex or challenging cases, demonstrating expertise in problem resolution techniques.
- Conducting investigations on customers' billing concerns and assisting in providing information about the complaints to the Ombudsman to help in resolving the issue
- Provided personalized support, ensuring a positive experience for each customer interaction.
- Championed a customer-centric culture within the organization by sharing insights on customer needs, expectations, and preferences with relevant stakeholders.
- Identified potential areas of improvement in the customer journey, suggesting actionable solutions to management.
- Maintained detailed records of customer interactions, allowing for data-driven decision-making and targeted support strategies.
CUSTOMER SUPPORT- SUBJECT MATTER EXPERT
Salmat Services Inc.
01.2016 - 01.2018
- Worked closely with the Team Lead to monitor team attendance and performance
- Team members point of contact next to the Team Lead
- Conducted regular reviews of operations and identified areas for improvement with the team
- Enhanced client relationships by delivering tailored advice and demonstrating in-depth product knowledge.
- Conducted product training refreshers for team members
- Generated reports detailing findings and recommendations.
CUSTOMER SUPPORT- ESCALATION
Salmat Services Inc.
01.2012 - 01.2016
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting the correction or adjustment; following up to ensure resolution
- Conducting account reviews to help resolve concerns on bill accuracy
- Achieved high levels of customer retention by consistently delivering outstanding support experiences.
- Assisting the customer in identifying the concern to be able to assign it to a certain department that can provide accurate and suitable resolutions to the complaint or issue.
Education
SECONDARY SCHOOL -
Fort Bonifacio High School
01.2001 - 01.2005
BACHELOR OF SCIENCE - NURSING
Global City Innovative College
01.2008 - 01.2012
Skills
Customer Relationship Management
Sales- Upselling
Team Training
Account Management
SaaS Management
MyCRM Management
Broker Support
Onboarding
JIRA
Zendesk
Timeline
Account Manager| Billing
Nectr - Hanwha Energy (Emapta Versatile Services.)
10.2023 - Current
Energy Consultant
Nectr - Hanwha Energy (Emapta Versatile Services.)
03.2023 - 09.2023
CUSTOMER EXPERIENCE ADVISOR
Amaysim Philippines Inc.
01.2018 - 01.2021
CUSTOMER SUPPORT- SUBJECT MATTER EXPERT
Salmat Services Inc.
01.2016 - 01.2018
CUSTOMER SUPPORT- ESCALATION
Salmat Services Inc.
01.2012 - 01.2016
BACHELOR OF SCIENCE - NURSING
Global City Innovative College
01.2008 - 01.2012
SECONDARY SCHOOL -
Fort Bonifacio High School
01.2001 - 01.2005
CUSTOMER ONBOARDING SPECIALIST
PSO Manila Limited
1 2021 - 1 2023