Richelle Estanislao Email & Phone Number

Calabarzon, Philippines

Calabarzon, Philippines

-Handled and investigated product, crypto, tokenized bonds, and transaction issues using Postman API and AWS Cloudwatch/DynamoDB, ensuring a professional and timely resolution.-Provided front-line technical support by addressing complex issues escalated from operations and customer success teams; effectively escalated technical inquiries and reported bugs through Jira, collaborating with cross-functional teams to resolve underlying problems.-Monitored company infrastructure using various tools and responded to and conducted first-aid solutions to limit revenue losses, proactively creating and updating tickets as needed. Consistently meeting and exceeding Key Performance Indicators (KPIs).-Proactively identified and addressed potential system vulnerabilities, contributing to improved system stability and performance.

Remote

-Assisted in handling the Legal Department's various administrative matters: scheduled meetings, reviewed and electronically filed correspondence(both physical mail and email), sorted and organized files for ease of access-Managed and updated the department's Confluence page to include FAQs and to direct coworkers from other departments to submit tickets should they have issues that the Legal Department can help with-Responded to a variety of correspondence including but not limited to Unemployment Insurance Claims, Income Withholding Orders, client concerns, and Wage Verification Requests-Worked closely with the Trust and Safety Team; Adjudicated local background checks on behalf of the company's in-house counsel-Assisted the Finance, Support, and Marketing Teams with scheduling meetings and filing contracts

San Francisco, California, United States

-Recruited and onboarded scholars for a community that lets players profit from multiple non-fungible token-based online video games-Led monthly community meetings to gather insight in order to address pain points-Collaborated with the community founder to optimize workflows, hire additional staff, and propose new projects and games to increase revenue-Recruited and onboarded new managers and coaches-Anticipated scholars' needs, and educate them about essential blockchain knowledge to streamline the automated payout process-Set up, organized, and moderated the Discord community; add bots/plug-ins in order for managers and scholars to keep track of KPIs, and real-time cryptocurrency price checkers-Maintained and updated community knowledge base

Remote

-Responded to customers' app and blockchain-related inquiries via live chat and email using Zendesk's ticketing system-Educated customers about important blockchain and payment systems information in order to prevent losing their assets and anticipated the customers' needs willing to go above and beyond to provide them with exceptional service -Collaborated with the Development team to ensure new app features are working properly before releasing-Troubleshoot customer's app-related concerns and detailed reports about bugs to the proper department-Endorsed customers with concerns about unreceived fiat/crypto funds to third-party payment processors-Monthly Quality Score of at least 95%

Philippines

-Managed 2 teams of Customer Service Experts for a leading North American car rental company; Achieved 86% performance average with 90% attendance average despite the work-from-home transition-Collaborated with clients to discuss and improve KPIs, and propose new processes.-Closely worked together with the Quality Department to ensure the quality of calls and formulate solutions for employees' pain points

-Collaborated with the Training team to formulate effective strategies with reservations/sales while still handling calls due to low headcount, and went on to become Top 1 in Sales in Feb2020-Created easy-to-digest training materials for new hires

Region Iva - Calabarzon, Philippines

-Handled an average of 100 calls daily as a Customer Advisor; Achieved 90% Performance average, and Top 1 in Sales in Q3 2019-Handled inquiries and reservations, ensuring that the customer receives service above their expectations-Advised customers which type of cars would fit their needs, proactively endorsing them to third-party companies should we not have availability