Rachelle Biacora
Customer Service Specialist
Cabuyao, Province of Laguna
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
2
2
Certifications
Work History
CSR Voice and Non-voice Expert
Asurion
10.2020 - Current
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
Customer and Technical Support
Iqor Philippines
06.2018 - 08.2020
- Assisted customers with billing concerns, checked discrepancies, and explained bill charges • Helped customers resolve mobile device connectivity issues to 4G or 5G networks
HELPDESK
IBM
05.2017 - 05.2018
- Improved response times for IT helpdesk inquiries by streamlining ticketing process and prioritizing urgent requests.
- Streamlined helpdesk processes by creating detailed documentation and updating knowledge base articles.
Team Leader/Coordinator
First Vita Plus
01.2016 - 03.2017
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Education
Bachelor of Science - Tourism Management
Mapua Malayan Colleges of Laguna
Cabuyao, Philippines10-2013
Skills
Customer service
Technical support
Live chat support
Microsoft Excel
Customer relationship management (CRM)
Certification
Learning Excel Desktop (Microsoft 365)
Timeline
Foundations of Digital Marketing and E-commerce
03-2025
Learning Excel Desktop (Microsoft 365)
02-2025
CSR Voice and Non-voice Expert
Asurion
10.2020 - Current
Customer and Technical Support
Iqor Philippines
06.2018 - 08.2020
HELPDESK
IBM
05.2017 - 05.2018
Team Leader/Coordinator
First Vita Plus
01.2016 - 03.2017
Bachelor of Science - Tourism Management
Mapua Malayan Colleges of Laguna
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