RACQUEL CABRERA
Calgary
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Teleperformance Canada
04.2024 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Store Associate
Dollarama L.P.
09.2022 - 12.2023
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Utilized strong multitasking abilities to manage multiple responsibilities simultaneously during busy periods.
- Maintained a clean and safe shopping environment for customers through regular cleaning and monitoring of store conditions.
- Worked closely with fellow associates to create a positive work environment, fostering teamwork and mutual support.
Cook - Quick Service
Calgary Sports and Entertainment Corporation
09.2022 - 09.2023
- Maintained a clean and sanitary workspace, ensuring compliance with health and safety regulations.
- Prepared food items in compliance with recipes and portioning control guidelines.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Reduced food waste significantly by implementing proper portion control and storage techniques.
- Ensured adherence to dietary restrictions like gluten-free or vegan options without compromising taste or presentation.
Senior Customer Care Consultant
Diversify Offshore Staffing Solutions
07.2019 - 12.2021
- In charge of responding quickly to numerous issues, serious questions, and escalated concerns from existing clients by phone, live chat, or email
- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
- Responsible in handling extremely delicate customer experiences, such as threats to register a complaint, injuries, property damage, and instances involving bugs, insects, or borer that, if not reported right away, keep the firm out of major problems with the ACCC
- Verify and authorize close-sale actions (long-term promos, price matching, pricing adjustments, shipping quotes, etc.) to give the best possible advantage and develop as Australia's top online store.
Senior Customer Support Executive
HCL Technologies Philippines Inc.
03.2018 - 05.2019
- Delivering expert customer service and billing for a healthcare account through several modes of communication to ensure first-rate delivery
- Exceeding patient and insurance personnel expectations in terms of queries, payments, and complaints resolved at the first point of contact on a daily basis
- Exhibiting compassion and high clinical standards in HIPAA compliance while enhancing our patients' quality of life at home through patient care.
- Provided exceptional support to high-value clients, ensuring retention and fostering long-term relationships.
Senior Process Associate
Tata Consultancy Services
05.2015 - 06.2017
- Supports homeowners with concerns about their mortgage accounts, escrow, and billing information, and recommends probable eligibility to refinance their loans
- Collecting monthly payments to avoid delinquency and eventual foreclosure
- Analyzes the escrow account and provides a better understanding of how the servicer manages their mortgage.
- Performed data entry operations to update database with customer responses.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Email Support Representative
TaskUs Inc.
12.2014 - 05.2015
- Provides a smooth, cordial, and Uber-like response to the rider's email on any comments, suggestions, or criticism
- Has a great grasp of reading comprehension and uses the Zendesk tool to meet an hourly goal.
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
- Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
- Enhanced customer satisfaction by promptly addressing and resolving email inquiries.
- Provided exceptional service under tight deadlines during peak periods, maintaining composure while managing a high workload efficiently.
Team Member - Cards Services
BA Continuum Phils. Inc.
11.2012 - 10.2014
- Oversees the maintenance, billing, and/or verification of credit card accounts
- Fills out forms, makes adjustments, investigates payment errors, and mails statements/letters to relevant Line of Business for products and services that are not directly supported.
- Maintained high levels of data confidentiality, adhering to strict security protocols and guidelines.
- Improved data accuracy by meticulously verifying and correcting information during entry.
- Learned all required tasks quickly to maximize performance.
Operations Specialist - Risk Operations
JP Morgan Chase And Co.
03.2010 - 09.2012
- Carries out various maintenance activity distributed to the Account Maintenance, Account Closing and New Account Opening segments
- Collected, arranged, and input information into database system.
- Performing the following types of functions: open accounts, updates to account level and customer records, certification review, processing monetary transactions, other clerical tasks.
- Utilized advanced analytical skills in order to resolve complex operational issues effectively.
- Improved operational efficiency by streamlining processes and implementing new systems.
Education
Bachelor of Science - Business Management
St. Paul University Manila
Malate, Manila, PhilippinesAssociate of Science - Business Administration Major In Management
Southern Alberta Institute of Technology
Calgary, AB11.2023
Skills
- Customer Service
- Customer Relationship Management (CRM)
- Call center experience
- Active Listening
- Microsoft Excel
- Computer Proficiency
- Retail store support
- Retail Merchandising
- Customer Assistance
- Teamwork and Collaboration
- Payment Processing
- Cash Register Operation
- Flexible Schedule
- Money Handling
- Friendly and Helpful
- Reliable and Responsible
- Honest and Dependable
- Attention to Detail
- Adaptable and Flexible
- Goal-Driven
- Excellent customer service
- Strong multitasking
- Efficient Work Pace
- Reliability and punctuality
- Food Preparation
- Cleanliness standards
- Sanitation Procedures
Certification
- Microsoft Office Specialist, Excel Associate (Excel 2019), 03/15/2022
- Yellow Belt Certification, Lean Six Sigma Yellow Belt, 08/08/2022
References
- LAURENCE ELMAN, 403 921 7996, Dollarama branch manager
- OROUBA KANNOUT, 403 671 8264, SAIT colleague or batchmate
Languages
English
Professional Working
Timeline
Customer Service Representative
Teleperformance Canada
04.2024 - Current
Store Associate
Dollarama L.P.
09.2022 - 12.2023
Cook - Quick Service
Calgary Sports and Entertainment Corporation
09.2022 - 09.2023
Senior Customer Care Consultant
Diversify Offshore Staffing Solutions
07.2019 - 12.2021
Senior Customer Support Executive
HCL Technologies Philippines Inc.
03.2018 - 05.2019
Senior Process Associate
Tata Consultancy Services
05.2015 - 06.2017
Email Support Representative
TaskUs Inc.
12.2014 - 05.2015
Team Member - Cards Services
BA Continuum Phils. Inc.
11.2012 - 10.2014
Operations Specialist - Risk Operations
JP Morgan Chase And Co.
03.2010 - 09.2012
Bachelor of Science - Business Management
St. Paul University Manila
Associate of Science - Business Administration Major In Management
Southern Alberta Institute of Technology
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