Rhea Emperado

Highly motivated customer service and operations professional with over 4 years of experience supporting U.S. and international accounts. Proven ability to maintain accurate records, ensure reliable follow-through, and seamlessly coordinate between diverse stakeholders including customers, vendors, and internal teams. A quick learner proficient in adopting new tools and systems, consistently leveraging AI technologies daily to optimize workflows and enhance efficiency without compromising accuracy.

Eager to contribute to a dynamic team, fully equipped and available for remote, part-time work.

Customer Service & Operations Assistant - Wear That Dubai - Remote, Dubai, UAE

(2025-04 - 2025-08)

International Fashion E-Commerce

• Managed comprehensive customer communication via SleekFlow (WhatsApp and Instagram messaging) and email support, operating in a fully remote capacity.
• Processed over 40 tickets concurrently, primarily addressing delivery issues, while serving as an assistant to the logistics department head.
• Investigated each case thoroughly, proactively informing customers of status updates, and directly coordinating with 3rd-party logistics providers to expedite issue resolution.
• Arranged urgent same-day deliveries for VIP and corporate clients by booking local Careem drivers.
• Generated DHL delivery labels for international shipments, meticulously ensuring accurate HS codes and customs-sensitive details for seamless border clearance.
• Followed up with customers on pending orders at the fulfillment center to optimize inventory flow and warehouse space.
• Provided versatile support, adapting to various operational needs and contributing to overall team efficiency.

Customer Service Representative / Release Specialist - Ecenterprises Group (ECE) Dumaguete - Dumaguete, On-site

(2021-10 - 2025-03)

IAA (Insurance Auto Auction) Account

• Managed a high-volume caseload of 100+ files daily, handling both inbound and outbound calls, and reporting directly to insurance adjusters.
• Coordinated vehicle pick-ups for total loss vehicles, meticulously confirming critical details (damage, color, year/make/model, address) with owners prior to scheduling.
• Liaised extensively with storage lots and impound yards to confirm pick-up readiness and towing fees, navigating a fast-paced, time-sensitive environment.
• Secured police release requirements by contacting police departments and confirming necessary documentation for tow operators to proceed to vehicle locations.
• Collaborated with insurance adjusters for essential paperwork, fee approvals, and resolution of older files, ensuring meticulous accuracy in all gathered information.
• Consistently achieved the daily target of 28+ confirmed vehicle pick-ups, maintaining detailed yet concise file updates for over 100 daily files.
• Adhered strictly to call center metrics and Standard Operating Procedures (SOPs), ensuring high-quality service delivery.

Customer Service Representative - Qualfon Dumaguete - Dumaguete, On-site

(2021-07 - 2021-10)

Amazon Account (U.S. Customers)

• Provided frontline support for diverse Amazon customer issues, including order problems, Amazon Fresh concerns, and subscription inquiries, across email and voice channels.
• Investigated delivery delays by verifying tracking information and directly contacting 3rd-party couriers, then proactively updating customers on order whereabouts.
• Resolved billing and account issues directly when possible, escalating only complex cases to the appropriate department.
• Consistently met call center metrics and Service Level Agreements (SLAs), demonstrating strong performance in a fast-paced environment.

Bachelor of Science - Information Technology - Central Philippines State University (2022-03)