Rhea Mae Castro

Team Leader | Customer Service Representative | ECommerce Specialist |Customer Support Specialist

Message

Intro

Cebu City, Philippines

Team Leader at 24-7 Intouch

Outsourcing/Offshoring

Joined August 13, 2023

Skills

Languages

English

Advanced

About

I am an experienced Team Leader and Customer Support Specialist with a strong background in Shopify, Google, and Microsoft Xbox Chat. As a Team Leader for Shopify, I successfully managed and supported a customer experience team, ensuring exceptional support to merchants. In my role as a Customer Service Representative for Google and Microsoft Xbox Chat, I provided outstanding assistance to users, resolving inquiries and technical issues promptly and effectively. With expertise in handling multiple communication channels, I have a proven track record of delivering exceptional customer experiences. Proficient in metrics-driven performance management, I focus on achieving targets such as response time, first contact resolution, average handling time, escalation rate, QA score, NPS, and CSAT. With a commitment to continuous improvement and a customer-centric approach, I am dedicated to delivering top-notch support and contributing to the success of businesses.

Experience

24-7 Intouch

Oct 2019 – Present

Cebu Philippines

Team Leader

Accenture

Aug 2018 – Sep 2019

Cebu Philippines

Customer Service Representative

Convergys

Aug 2015 – Sep 2018

Cebu Philippines

Technical Support Representative II