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Ronacencia V. — Mid-Level Customer Support Specialist from Philippines

Ronacencia V.

Mid-Level Customer Support Specialist

Philippines 2-3 years
Open to offersNew to Platform
Languages
English
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About

Ronacencia V. is a seasoned Customer Support Professional with over two years of experience delivering exceptional service and technical support to clients in the US and EU. Her expertise lies in handling complex inquiries and ensuring client satisfaction through efficient technical support and customer service. During her tenure at Concentrix, she managed and resolved intricate LMS and software platform challenges, consistently achieving a customer satisfaction score of 4.9/5.0 by swiftly addressing over 100 daily emails, maintaining Inbox Zero, and processing numerous service transactions. Ronacencia's proficiency extends to CRM platforms, Google Workspace, and ChatGPT, enabling her to streamline administrative tasks, including precise schedule management and meticulous email handling. With a robust technical toolkit inclusive of AI tools, she has demonstrated her capacity to manage secure client payments and resolve account issues efficiently, proving to be a valuable asset in any remote or on-site support setting.

Experience

  • Technical and Email Support

    Concentrix · 2024 — 2026
    Provided diagnosis and resolution for complex LMS and software platform issues, assisting over 80 students and educators daily with a focus on minimizing wait times. Oversaw subscription management and enrollment for 40 educational institutions, ensuring documentation accuracy. Maintained Inbox Zero across e-commerce accounts by managing over 100 daily emails related to order processes and returns. Processed as many as 45 service invoices, item returns, and refunds each day, achieving a consistent customer satisfaction score of 4.9/5.0. Recorded technical logs and escalated significant software issues to senior teams, addressing 15 to 20 complex cases on a weekly basis.

  • Customer Service Representative

    iQor · 2023 — 2024
    Managed approximately 90 inbound customer inquiries daily, addressing billing disputes and technical issues during the initial call.

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