RACHEL G.
Mid-Level Remote Work Order Coordinator
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EnglishTagalog
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About
Rachel G. is a seasoned professional with over 20 years of experience in the BPO and facilities management industries, specializing in remote operations coordination. As a Remote Work Order Coordinator, she has managed high-volume facility maintenance work orders for major US retail brands like Lululemon and Gap, ensuring vendor dispatch and SLA compliance. Rachel excels in CRM platform management using tools like Service Channel and Corrigo. Her prior role at Wells Fargo saw her offering customer support for banking inquiries, while her extensive tenure at 24/7 Customer developed her expertise in customer retention and billing resolution. With a foundation in administrative support from her roles in the Philippine Association of Paint Manufacturers and Asian Institute of Journalism, Rachel brings comprehensive skills in executive support, bookkeeping, and technical troubleshooting to her work. She holds a Bachelor of Science in Accountancy from the Polytechnic University of the Philippines and has completed advanced training in QuickBooks Online.
Experience
Work Order Coordinator / Client Support
Outsourced Quality Assured Services Inc. · 2023 — PresentOversee the daily management of facility maintenance work orders related to plumbing, HVAC, electrical work, pest control, handyman services, and other trades for prominent US retail brands such as Lululemon and Gap. Utilize CRM platforms including Service Channel, Corrigo, and FIT to create, assign, and track work orders, matching service requests with vendors based on location and required skills. Coordinate with vendors and technicians via phone, confirm appointment schedules, and ensure that all service level agreements are met. Actively monitor technician progress in real-time, managing dispatch, arrival, check-ins, and job completion, while mitigating delays to uphold client satisfaction. Manage high-volume email communications by prioritizing emergency and non-emergency requests and routing them accordingly. Draft clear professional communications for clients and provide internal updates as required.Associate Customer Success Representative
Wells Fargo Philippines · 2021 — 2023Handled inbound calls addressing various banking inquiries including account balances, fund transfers, and bill payments. Assisted customers in navigating online banking and mobile app functionalities, addressing issues related to login and account access. Identified and referred customer needs to appropriate branch representatives or departments for services beyond phone support. Verified customer identities following strict security protocols for handling sensitive information and maintained records of all interactions according to compliance standards.Retention Specialist - OPTUS
24/7 Customer Philippines, Inc. · 2020 — 2021Managed accounts at risk, implementing strategies aimed at customer retention through negotiated discounts and tailored service plans. Addressed customer complaints and managed service recovery cases, ensuring issues were thoroughly investigated and resolved.Billing & Customer Support - OPTUS
24/7 Customer Philippines, Inc. · 2019 — 2020Resolved billing disputes and errors, ensured accurate processing of credits, and maintained detailed records of adjustments to meet compliance standards. Simplified billing information for customers to enhance clarity and reduce escalation rates.Order Specialist - KOHL’S
24/7 Customer Philippines, Inc. · 2018 — 2019Responsible for processing orders as well as returns and exchanges while assisting customers with product inquiries and online account setups.Technical Support Representative - Time Warner Cable
24/7 Customer Philippines, Inc. · 2010 — 2018Provided remote troubleshooting for internet connectivity issues, hardware, and software problems across an eight-year tenure, consistently resolving complex technical cases that required extensive product knowledge. Kept abreast of system changes and managed call logging in tracking software effectively.Technical Customer Care Representative
Convergys Philippines - AT&T · 2003 — 2010Facilitated first-contact resolution for a high volume of inbound calls, recognized for effective communication and troubleshooting capabilities particularly in router configuration and wireless setup across multiple operating systems.Executive Secretary / Office Manager
Philippine Association of Paint Manufacturers, Inc. · 1995 — 2002Supported a 13-member Board of Directors with complex scheduling, agenda preparation, minute recording, and tracking of action items. Served as the primary point of contact for 65 member companies, managed inbound communications, distributed announcements, and ensured accurate membership records were kept. Handled bookkeeping functions including accounts payable and receivable, prepared financial reports for board meetings, and ensured collection of membership dues. Coordinated all logistics for association events including seminars and conferences.Training & Admin Assistant
Asian Institute of Journalism · 1989 — 1995Managed front desk operations, answered calls, greeted visitors, and oversaw correspondence for the training manager. Assisted in business development by drafting invitations for training program participation and handled logistics for training courses, ensuring smooth venue setup and preparation. Maintained participant communications and billing records for training sessions.
Skills & Expertise
Education
- Bachelor of Science in Accountancy (Undergraduate)Polytechnic University of the Philippines
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