Rhealyn Rigodon
Kalibo
Summary
Goal-oriented Customer Service Manager with 8 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
Deel and Backyard Pool Superstore
06.2021 - 06.2024
- As a Customer Service Manager, my primary role is to oversee and lead the customer service team to ensure the delivery of excellent service and support to customers
- My responsibilities encompass a wide range of tasks aimed at enhancing customer satisfaction and fostering positive customer experiences
- Team Management: Hiring, training, and managing customer service representatives
- Providing coaching and support to team members to enhance their skills and performance
- Setting Goals and Objectives: Establishing performance goals and service level targets for the customer service team
- Monitoring progress and implementing strategies to achieve these goals
- Customer Issue Resolution: Handling escalated customer issues and complaints, ensuring they are resolved efficiently and to the customer's satisfaction
- Process Improvement: Continuously analyzing customer service processes and identifying areas for improvement
- Implementing changes to enhance efficiency and the overall customer experience
- Quality Assurance: Conduct regular quality assessments of customer interactions (calls, emails, chat, etc.) to maintain service standards and identify training needs
- Data Analysis: Utilizing customer service data and metrics to identify trends, patterns, and areas of improvement
- Making data-driven decisions to enhance service delivery
- Customer Feedback: Collecting and analyzing customer feedback to gain insights into their needs and preferences
- Using feedback to improve service offerings and product development
- Training and Development: Organizing training sessions for customer service representatives to improve their skills and knowledge of products/services, policies, and procedures
- Cross-Functional Collaboration: Collaborating with other departments, such as sales, marketing, and product development, to align customer service strategies with overall company objectives
- Implementing Customer Service Tools: Utilizing customer service software and tools to manage customer inquiries, track customer interactions, and streamline support processes
- Budget Management: Managing the customer service department budget, including resource allocation and cost control
- Reporting: Preparing and presenting regular reports to senior management on customer service performance, key metrics, and improvement initiatives
- Customer Service Culture: Fostering a customer-centric culture within the organization, emphasizing the importance of excellent service and customer satisfaction.
HR Manager
Klevrleads
08.2020 - 06.2023
- Ensuring employees follow all policies and procedures
- Assessing reports provided by the HR team, team leaders, and operations managers to determine employee performance and training needs
- Suggesting changes in policies and procedures based on employee and company needs
- Researching compensation standards set by industry and governing bodies in order to create salary structures and administer employee benefits
- Creating recruitment plans, interview schedules, and evaluation standards in accordance with HR methodologies and labor laws
- Supervising all HR activities, communications, reports, requests, and documents created and received by the team
- Attending interdepartmental meetings with other managers
- Overseeing exit interviews and procedures.
Customer Service Manager
SKUBANA
06.2020 - 04.2021
- As their Customer Service Manager, I am responsible for providing a productive and motivating working environment and addressing any issues/disputes from customers or clients
- Fields of expertise:
- Delivering a comprehensive service to inquiring customers
- Possibly delegating certain customer inquiries to specific teams
- Managing a large number of incoming calls and emails
- Managing customersʼ accounts
- Keeping a record of customer interaction and details of actions taken
- Communicating with internal teams to discuss sales targets
- Generating sales leads, building sustainable relationships where necessary
- Reporting back on results
Real Estate Virtual Assistant
IVAS
02.2015 - 06.2020
- Real Estate - Trained in US Real Estate Policies and Processes and possesses hands-on experience with real estate tasks such as Comparative Market Analysis (CMA), Brokers' Price Opinion (BPO), Monthly Marketing Report (MMR), Asset/Property Inspection, Offers and Contracts, Short Sales and more
- Assist clients in buying, selling, and renting properties
- Familiar with KW Command (CRM) and other CRMs alike
- Counsel clients on market conditions, prices, and mortgages
- Assist Acquisition Managers with all scheduled appointments
- Data Entry, management, and documentation procedure
- Experience in handling online support tools such as Podio, Xencall, and other helpful platforms to check the propertyʼs market value and Zestimate.
E-Commerce and Marketing Specialist
FeeUp
06.2012 - 03.2015
- Marketing - assists clients in developing a marketing strategy for their business and provides them with support in the following marketing channels/areas: Online Marketing
- Social Media - Select the social media channels to be used by the client
- Ensures that the clientsʼ Social Media Profiles are optimized and updated
- Responsible for Social Media Posts and content aggregation
- Email Marketing/Marketing Automation - Develops email marketing campaigns for clients using email marketing tools such as MailChimp, Constant Contact, Vertical Response, or CRMs such as InfusionSoft, Zendesk, and/or Freshdesk
- Events and Online Community Management - Experienced at organizing and facilitating webinars, as well as maintaining online community pages by moderating posts and other communications
- Project/Resource Management Extensive experience in project management of various project niches
- Advanced knowledge of project management software/platforms such as Teamwork, Basecamp, Asana, and Trello.
Inside Sales Representative
Hewlett-Packard and Microsoft
10.2011 - 03.2012
- Responsible for product knowledge to answer customer questions
- Responsible for closing deals and processing payments
- Communicating with customers, making outbound calls, following up on leads
- Answering potential customersʼ questions and email information
- Keeping up with product and service information and updates
- Upselling products and services.
Education
Customer Service Specialist Certificate -
Mangtas
Gorgias Certification -
Gorgias Academy
05.2023
Shopify Agent Power User (Shopify) Certification -
Shopify
05.2023
Bachelor of Science in Nursing -
Our Lady of Fatima University
10.2009
Skills
- Active listening skills
- Communication skills
- Customer Service and Interpersonal skills
- Leadership and Management
- Computer Microsoft skills
- System / Product Knowledge
- Empathy, Adaptability, and Teamwork
Personal Information
- Place of Birth: Quezon City
- Date of Birth: 10/26/85
- Gender: Female
- Nationality: Filipino
- Marital Status: Married
References
References available on request
Timeline
Customer Service Manager
Deel and Backyard Pool Superstore
06.2021 - 06.2024
HR Manager
Klevrleads
08.2020 - 06.2023
Customer Service Manager
SKUBANA
06.2020 - 04.2021
Real Estate Virtual Assistant
IVAS
02.2015 - 06.2020
E-Commerce and Marketing Specialist
FeeUp
06.2012 - 03.2015
Inside Sales Representative
Hewlett-Packard and Microsoft
10.2011 - 03.2012
Customer Service Specialist Certificate -
Mangtas
Gorgias Certification -
Gorgias Academy
Shopify Agent Power User (Shopify) Certification -
Shopify
Bachelor of Science in Nursing -
Our Lady of Fatima University
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