Perla L. Rufo

PERLA L. RUFO Block 9 Lot 7 Kensington 1, Brgy. Navarro, General Trias, Cavite Contact Number:- Email Address:- WORK EXPERIENCES: LogicBox LLC Email/Chat Support Homebased January 7, 2018 – October 7, 2018 - Responding to emails/chats from Sellers regarding their orders like updating shipping details, inquiries about the status of the delivery, or canceling or placing the orders on hold. - Assisting them in how to use our app, like how they can create their own products and how they can publish it on Shopify. - Answering general questions about the app and our products and or directing them to our Facebook group page if the inquiry is beyond our scope of work.  Peak Support PS Associate - Email Support (Nextdoor) Homebased April 27, 2017 – December 17, 2017 - Responding to emails from members of a social media account (Nextdoor) regarding their questions of how to join/sign up, how to verify account, and how to invite other neighbors to Nextdoor. - Assisting potential members whenever they are having difficulty in joining, not able to register their address in our system, and adding their address to an existing Nextdoor neighborhood. - Assisting members on how to post, remove their post and other general enquiries. - Assisting members on some basic troubleshooting like password reset, updating the app, removing cache and cookies, informing a member if there's an existing bug and creating a bug report when needed. - Unsubscribing or deactivating a member's account whenever requested. - Recording/Tracking accounts in a spreadsheet and making follow ups. TaskUs Inc. Email Support Representative (Not On The High Street and Wish) Taskhouse, T. De Casto Bldg., Palico 1, E. Aguinaldo Hi-way, Imus, Cavite September 29, 2014 - February 5, 2017 - Answers/analyze emails from customers who ordered through phone or online, mostly about inquiries about status of delivery, faulty products, wrong products received and other questions related to their orders. - Contact Sellers through email in behalf of the customer and vice versa if they are unable to send them a message through phone. - Records all transactions on the customer’s account and make a follow up if necessary. - Process refunds in behalf of the seller if they are unable to process it on their end. - Offer discounts for some customers that had a little difficulty with their orders as a matter of compensation. TeleTech Customer Care Management Phil. Inc. Email/Chat Support Representative (TELSTRA) Building F, SM Corporate Offices SM Central Business Park Bay City, Pasay City August 31, 2011 to January 12, 2013 Answers/analyze email then drive email to resolution that includes resolving customer’s inquiries related to Telstra customer experiences, account issues, downloading, refund requests, and other customer’s concerns of customers from Australia. Managed account mostly regarding billing and upgrade or downgrade of plans. Accurately record all interactions via Telstra’s email and chat handling systems as well as internal support tools. Educate customers on online support options and steps being taken to help resolve their issues. Communicate positively with team members, customers and other outbound suppliers. Processed call backs to ensure that their requests have been processed and if they need further assistance. CONVERGYS Philippines Customer Service Representative (DIRECT TV) Block 44 Northgate Cyberzone Alabang Zapote Road Alabang Muntinlupa City September 27, 2010 to May 27, 2011 Answered incoming phone call of customers from the United States. Processed billing, complaints and movie orders for customers. Processed technical schedules and other services requested by customers like suspending and reactivating of their accounts. Provided general information about Direct TV and other services as seen on the Direct TV Website. PROFESSIONAL SKILLS: Microsoft Office platforms (Word, Excel, PowerPoint) Social media management (Facebook, LinkedIn, Instagram, Twitter etc.) Email management (Google Drive, Google Sheets, Zendesk, Drift, Helpscout) Remote Team Support (Skype, Slack, Discord, Teamviewer) PERSONAL INFORMATION: Date of Birth:August 31, 1978 Place of Birth:Cainta, Rizal Gender:Female Civil Status:Married Nationality:Filipino Language/s Spoken:English, Filipino EDUCATIONAL BACKGROUND: College:Centro Escolar University, Mendiola Manila BS Psychology, 1995 – 2001 Secondary:Pedro Guevarra Memorial High School, Sta. Cruz, Laguna 1991 – 1995 Elementary:Sta. Cruz, Elementary School, Sta. Cruz, Laguna 1986 – 1991 I certify that the above information is true and correct. Perla L. Rufo