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Richelle J. — Senior Customer Success & Operations Specialist from Philippines

Richelle J.

Senior Customer Success & Operations Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Richelle d. is a seasoned Customer Success & Operations Specialist with over 12 years of remote experience supporting US and Australian clients in industries such as senior care, e-commerce, tech-enabled services, and BPO. She has held roles at organizations like A Place for Mom, Kindlycare Inc., Eatnow.com.au/Menulog, and Gadget Planet, overseeing after-sales care, caregiver support, Shopify store operations, and multi-channel customer communications. Richelle is trusted for client relationship management, leading pilot projects, onboarding and coaching new hires, and executing end-to-end referral or interviewing funnels. She has played a critical part in initiatives like AI blind referral auditing, SMS-only lead screening, and quality analysis on platforms such as Salesforce and Shopify. Richelle’s background includes handling escalations, high-volume communication, and data entry & records management for diverse business domains, reflecting a well-rounded operational capability grounded in direct industry practice.

Experience

  • Senior Care Coordinator, Trainer & Pilot Lead

    A Place for Mom · 2023 — 2026
    Conducted after-sales care by contacting referred families through phone, email, and SMS to assess search progress and advise on next steps. Collaborated with partner agencies to track placement statuses.

  • Care Advisor

    A Place for Mom · 2020 — 2023
    Oversaw the entire referral pipeline utilizing consultative interviewing techniques. Served as the Founding Pilot Agent for the SMS-only lead screening initiative. Ensured high-quality family placements while acting as a dedicated Account Manager.

  • Customer Support & Interview Scheduling Agent

    Kindlycare Inc. · 2018 — 2020
    Delivered primary support to caregivers and clients, addressing escalated issues and providing retention assistance. Gained recognition for exceptional phone communication, which served as a training standard for new hires.

  • Shopify Store Manager

    Gadget Planet / HappyHut · 2017 — 2019
    Oversaw complete operations of a Shopify store, including staff scheduling, quality assurance for customer support calls, management of social media, and product sourcing from platforms such as Alibaba, Amazon, and eBay.

  • Customer Service, Data & Operations Specialist

    Eatnow.com.au / Menulog · 2013 — 2017
    Engaged in cross-training across various roles including customer support, data entry, quality analysis on Salesforce, and restaurant account management using Salesforce and Genex Billing.

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