Rusela Umbao
Customer Service & Retail Operations Specialist
Cebu City
Summary
I am a reliable and hardworking professional who is great at multitasking and handling different types of work. I have experience in Non-Voice Customer Service, where I handled emails and chats about returns and refunds. I also spent a long time in retail, where I successfully balanced three roles at once: Cashiering, Store Maintenance (SAM), and Sales Training (ASMT). I am a fast learner, great at managing my time, and always ready to help wherever the team needs me most.
Overview
3
3
years of professional experience
Work History
Customer Service Representative (Non-Voice)
EPerformax Contact Centers & BPO
06.2022 - 01.2024
- Email & Chat Support: I answered customer messages about product returns and helped them get their refunds.
- Problem Solving: I followed the right SOP to solve customer complaints and made sure they were happy with the result.
- Data Entry: I used the company’s computer system to log every refund and keep customer information updated.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed over 100+ cases per day.
Store Associate (ASMT, SAM, and Cashier)
7 Eleven Caltex Bacalso
02.2021 - 04.2022
- Cashiering: I checked out customers quickly and made sure my cash drawer was always exactly right at the end of the day.
- Store Upkeep (SAM): I kept the shelves full, organized products so they looked neat, and made sure every item had the correct price tag.
- Maintained a clean and safe shopping environment for customers through regular cleaning and monitoring of store conditions.
- Sales Learning (ASMT): I studied which items were selling the most and helped set up special displays to help the store reach its sales goals.
- Multitasking: I easily switched between the register and the sales floor depending on where help was needed most.
Education
Bachelor of Science - Management Accounting
University of Cebu - Main Campus
Cebu City, Province Of Cebu, Philippines 04.2001 -
High School Diploma -
University of Cebu - Pri Campus
Cebu City, Province Of Cebu, Philippines 04.2001 -
Skills
Multitasking: Handling many different jobs at once without getting overwhelmed
Timeline
Customer Service Representative (Non-Voice)
EPerformax Contact Centers & BPO
06.2022 - 01.2024
Store Associate (ASMT, SAM, and Cashier)
7 Eleven Caltex Bacalso
02.2021 - 04.2022
Bachelor of Science - Management Accounting
University of Cebu - Main Campus
04.2001 -
High School Diploma -
University of Cebu - Pri Campus
04.2001 -