Rafael Jerico Benedictos

Results-driven Customer Service Specialist and Legal Case Manager with over 6 years of experience spanning legal operations, technical support, travel, and financial services. Proven track record in managing high-volume inbound/outbound client communications, driving case compliance, and resolving complex technical and billing issues. Skilled in leveraging CRM and ticketing platforms like Salesforce and Omni to streamline workflows, maintain data integrity, and maximize client retention.

Legal Case Manager - Contact Point 360 (Keller Postman Account)

(2024-04 - 2026-01)

• Executed high-volume inbound and outbound call campaigns to provide real-time case updates and maintain critical client engagement.
• Audited case files to identify and collect outstanding legal and medical requirements, including missing medical records and proof of diagnosis.
• Facilitated the execution of urgent legal documentation, ensuring swift completion of Statute of Limitations (SOL) forms and court-ordered questionnaires.
• Partnered directly with firm attorneys to resolve legal deficiencies on court-ordered questionnaires, ensuring data integrity before formal court submission.
• Spearheaded a targeted daily outreach strategy mid-shift to re-engage historically non-responsive or noncompliant clients, mitigating termination risks and maximizing retention.
• Utilized Salesforce and Omni Ticketing Systems to track case progression, manage client communication history, and log case notes efficiently.

Product Support Associate - Newfold Digital

(2023-12 - 2024-04)

• Delivered tier-1 and tier-2 technical support for web hosting, domain registries, SSL certifications, email systems, and WordPress environments.
• Diagnosed and resolved complex server configurations, website errors, and DNS-related technical issues.
• Guided business clients through security implementations, including SSL installations and domain-mapped email infrastructures.

Service Delivery Associate - Peak Support

(2023-04 - 2023-10)

• Provided premium, multi-channel email and chat support for a global photo gallery and digital marketing platform.
• Managed end-to-end user lifecycles, driving onboarding setups, billing adjustments, and technical troubleshooting.
• Leveraged interconnected CRM tools, LiveChat, Notion, and Slack to maintain documentation and deliver personalized service.

Airline Ambassador - Contact Point 360

(2022-07 - 2023-01)

• Managed high-touch airline booking configurations, ticket exchanges, itinerary modifications, and cancellation compliance.
• Resolved customer disputes regarding travel vouchers, airline credits, and booking discrepancies via multi-channel phone and email queues.

Subject Matter Expert (SME) / Customer Service Associate - Accenture

(2020-04 - 2022-07)

• Subject Matter Expert (Promoted July 2021): Led training pipelines for nesting agents, audited low-performing (DSAT) interactions, and anchored process updates to elevate team metrics.
• Customer Service Associate: Conducted financial investigations into complex billing structures to resolve payment discrepancies and arrange extended credit terms.

Customer Service Representative - Teleperformance

(2019-04 - 2020-03)

• Administered digital hotel reservations, loyalty reward accounts, and competitor price-match policy guarantees.

High School Diploma - Stella Maris College (2009)