Racelyn Roda

Highly motivated and adaptable professional with experience in customer service, technical support, administration, teaching, quality assurance, sales, social media management, and people management. Skilled in handling multiple tasks, communicating with clients, solving problems, and delivering quality service in fast-paced environments. Known for being dependable, organized, and goal-oriented with strong leadership and interpersonal skills.

Experienced in working with international clients through voice, chat, email, and virtual platforms. Passionate about helping people, supporting teams, and continuously learning new skills to contribute to company success.

Team Manager at Avride (2026-01 – 2026-05)

Served as an Interim Team Manager responsible for overseeing daily operations, supporting remote operators, and ensuring team performance and service quality standards were consistently achieved. Assisted management in handling workforce coordination, performance monitoring, coaching, and operational reporting in a fast-paced remote environment.

• Supervised and monitored daily operations of remote operators and support teams
• Conducted coaching sessions, performance reviews, and KPI monitoring
• Managed attendance tracking, schedule updates, and timesheet validations
• Provided floor support and assisted escalations to ensure smooth operations
• Coordinated with operations management regarding staffing, schedule adjustments, and team concerns
• Assisted in preparing reports, documentation, and operational updates
• Supported quality improvement initiatives and compliance monitoring
• Helped improve team productivity, communication, and service performance
• Acted as the main point of contact for operational concerns during assigned shifts

Quality Assurance Specialist at Avride (2025-05 – 2026-01)

Provided quality assurance support, administrative assistance, and remote operations support while ensuring compliance, accuracy, and excellent service standards.

• Conducted quality monitoring and compliance checks
• Managed scheduling, calendar coordination, and documentation
• Provided coaching and guidance to team members
• Maintained accurate records for audits and management review
• Supported client communication and remote operations

Remote Operator at Avride (2024-04 – 2025-05)

Provided end-to-end remote operational support for daily business activities, ensuring smooth workflow execution, accurate documentation, and timely handling of requests. Played a key role in maintaining service efficiency, monitoring queues, and supporting both customers and internal teams in a fast-paced remote environment.

• Monitored and processed incoming requests, ensuring timely resolution and proper prioritization
• Supported client inquiries through remote communication channels
• Ensured accuracy and completeness of documentation and records
• Coordinated with team members, supervisors, clients for escalations and urgent concerns
• Maintained productivity and quality standards while managing multiple tasks simultaneously
• Assisted in identifying process gaps and contributing to workflow improvements
• Provided consistent support to ensure smooth daily operations of the account

Blended Customer Service Representative at InTouch CX (2023-01 – 2024-03)

Handled customer service concerns related to vehicle rentals, bookings, payments, and account management while maintaining high customer satisfaction.

• Assisted customers through voice, chat, and email support
• Resolved complex customer concerns efficiently
• Supported team members with process guidance and coaching
• Maintained accurate customer records and documentation

Subject Matter Expert at TaskUs (2022-01 – 2023-01)

Provided customer support through email, chat, inbound, and outbound calls while assisting team members with escalations and customer concerns.

• Assisted international clients professionally and efficiently
• Resolved customer issues with empathy and accuracy
• Documented interactions and tracked issue resolution
• Supported operational performance and service quality

Technical Support Representative at Alorica (2020-09 – 2021-05)

Provided technical assistance and customer support for product and account-related concerns.

• Handled inbound and outbound customer support calls
• Assisted customers with troubleshooting and billing account concerns
• Documented customer interactions accurately
• Collaborated with the team, and team leaders to improve service quality

Social Media Assistant – Marketing at Beansprout Lifestyle Marketing (2020-01 – 2020-08)

Supported digital marketing campaigns and managed social media platforms to improve online engagement and brand visibility.

• Managed company social media accounts and website updates
• Assisted with marketing and administrative tasks
• Coordinated influencer and brand collaborations
• Monitored online engagement and campaign activities

Online English Instructor at SkyEng, Acadsoc, First Future (2017-01 – 2019-12)

Conducted online English classes for students with different learning levels and communication needs.

• Prepared and conducted online lessons
• Evaluated student progress and provided feedback
• Improved students' communication and grammar skills
• Created engaging learning activities and exercises

Administrative Assistant at Operation Blessing International (2016-05 – 2016-12)

Provided administrative and clerical support for humanitarian programs and office operations.

• Managed schedules, reports, and documentation
• Assisted leadership and program teams
• Coordinated outreach activities and logistics
• Maintained organized office records and communications

Customer Care Service Representative at Concentrix (2015-02 – 2016-04)

Provided customer care, sales assistance, and technical support for international clients.

• Assisted customers with electronic product concerns
• Provided troubleshooting and technical support
• Handled inbound and outbound customer calls
• Maintained customer satisfaction and account support

Real Estate Sales Agent at Sta. Lucia Lands & Properties Marketing Inc.

• Promoted properties through social media marketing
• Assisted clients with documentation and account processing
• Conducted property presentations and client meetings
• Managed client communication and sales coordination

Hall Manager at Events Operations

Managed on-site event operations, ensuring smooth coordination between clients, suppliers, and internal teams. Responsible for supervising staff, maintaining order during events, and delivering high-quality service in fast-paced live environments.

• Supervised on-site event staff, ushers, and support teams during live events
• Coordinated with clients, suppliers, and organizers to ensure event requirements were met
• Ensured proper execution of event flow, schedules, and assigned tasks
• Maintained safety, order, and compliance with venue policies and procedures
• Provided real-time solutions to operational issues during events
• Supported crowd management and guest assistance as needed
• Ensured high standards of professionalism and customer service throughout events
• Assisted in setup, execution, and closing operations of events

ESL Instructor at Enderun College (2025-06 – 2025-12)

• Conducted ESL classes and learning activities
• Assisted students in improving communication skills

Ushering & People Management at World Trade Center, SMX, Metropolitan Theater

• Assisted in event coordination and operations
• Supervised staff and ensured smooth event flow
• Communicated with clients and suppliers professionally
• Resolved on-site concerns during live events

Assistant at Berea Arts and Sciences High School

• Assisted in arts, music, sports, and recreational programs
• Supported student safety and engagement activities

School Camp Counselor at Faith Christian School

• Assisted teachers with administrative and classroom tasks
• Provided tutoring and student support sessions

Pro-Active Student Service at Community Outreach Movement

• Participated in university-led outreach and community programs

Bachelor in Special Needs with Early Childhood Education – Our Lady of Fatima University (2022 – 2026)

Bachelor in Special Needs with Early Childhood Education – Centro Escolar University (2016 – 2018)

Diploma in Elementary to Secondary Level – Light Bearer Christian Academy (2005 – 2013)