Rhea Mae Castro

Experienced Team Lead with 9 years of BPO industry expertise and a proven track record of delivering exceptional support to merchants and customers. Skilled in leading and developing teams, driving high-quality service delivery, and ensuring customer satisfaction. Strong problem-solving abilities, technical understanding, and commitment to continuous improvement. Effective communicator and collaborator, with a data-driven approach to decision-making.

E-commerce and Office Administrative Assistant - Super Cheap Fabrics - Remote

(2025-07 - 2026-04)

• LiveChat monitoring
• Responding to emails
• Checking Ready to Ship for express shipping orders
• Receiving lists of orders from staff and printing labels at 10:40 am every morning from 'Ready to Ship' software
• Processing refunds and amending orders in Shopify
• Creating manual labels via 'e-parcel'
• Turning on a sale via an app in Shopify and changing artwork relevant to the sale. The artwork is downloaded via Canva
• Incoming shipment spreadsheets
• General help
• Adding new products in Shopify
• General Administration tasks/ Customer service
• Creating Invoices via Suffio

Online Order Specialist - Stafford - Remote

(2026-01 - 2026-03)

• Handle inbound telephone calls, emails, and online chat enquiries
• Fulfill eCommerce online orders via In-Store Fulfillment (ISF)
• Fulfill eCommerce online orders directly from the warehouse
• Coordinate and connect orders with the warehouse
• Manage B2B and retail order processing
• Investigate and resolve customer queries and issues
• Raise and manage stock transfers between stores
• Assist the accounts team with customer payments
• Manage client enquiries and direct them to the relevant manager when appropriate
• Perform data entry for projects as required
• Complete general administrative tasks
• Work collaboratively with the Australian team
• Raise, process, and manage consumer orders via ISF or distribution centres (in-store fulfillment or direct from DC)
• Follow up with the 3PL warehouse to ensure orders are DIFOT (Delivered In Full, On Time)
• Work closely with and manage the 3PL team
• Respond promptly and professionally to customer enquiries, website support requests, and orders
• Manage customer cases within the ERP system (NetSuite)
• Review and escalate back orders when partial products have been dispatched
• Raise customer and inventory product orders end-to-end
• Provide retail operations administrative support
• Maintain incoming and outgoing mailboxes (front of house)
• Participate in weekly team meetings

Customer Service Representative - Particle for Men - Remote

(2023-08 - 2025-09)

A men's grooming brand focused on providing scientifically advanced personal care products.

• Responded to customer inquiries via Zendesk, achieving a 2-3 minute Service Level Agreement (SLA) for response times
• Managed order tracking and fulfillment, ensuring timely delivery and customer satisfaction
• Assisted with refunds, cancellations, and renewals of subscriptions, maintaining accurate records and efficient processes
• Managed social media interactions through Agorapulse, promptly addressing customer comments and messages
• Handled text inquiries and email communications via Klaviyo, providing clear and helpful responses
• Escalated priority tickets to supervisors, ensuring timely resolution of complex issues
• Conducted competitor analysis to inform service improvements and enhance customer experience
• Collaborated with team members to identify and implement best practices for customer support

Customer Service Representative - SignWarehouse - Remote

(2024-10 - 2025-03)

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
• Responded to customer requests for products, services, and company information
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
• Developed strong product knowledge to provide informed recommendations based on individual customer needs
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
• Contributed to sales growth by upselling products and services based on individual customer requirements
• Promptly responded to inquiries and requests from prospective customers

Customer Service Representative - Welzo - Remote

(2024-09 - 2025-03)

• Provide exceptional customer service via phone, email, live chat, and social media channels
• Efficiently handle customer inquiries and resolve issues using the Shopify and Zendesk platforms
• Maintain up-to-date knowledge of our healthcare products and services
• Process orders, returns, and exchanges in Shopify
• Track and respond to customer reviews and feedback
• Collaborate with the team to improve customer service procedures and policies
• Document customer interactions and transactions, recording details of inquiries, complaints, and comments
• Identify and escalate priority issues to the relevant departments
• Follow up on customer interactions and ensure all customer issues are resolved
• Provide insights and suggestions to improve customer experience and operational efficiency

Customer Support Team Leader - Wire Salad - Remote

(2023-11 - 2024-10)

Wire Salad specializes in developing health and wellness software, focusing on fitness, skincare, and e-commerce solutions.

• Led a team of customer support specialists, handling inquiries for Wire Salad's fitness and skincare apps
• Managed order tracking and fulfillment via Shopify and ShipBob, ensuring timely deliveries
• Handled disputes and chargebacks through Stripe and PayPal, processed and approved refunds
• Monitored and managed customer reviews on Trustpilot, and approved cancellations and subscription changes
• Collaborated with teams to streamline processes, improving overall customer satisfaction and retention
• Managed escalated customer inquiries using Zendesk, resolving complex issues related to app usage, subscription services, and troubleshooting
• Managed social media via META Business Suite, ensuring timely responses to comments and messages

Customer Service & Admin Support - Golfscape - Remote

(2023-10 - 2024-07)

• Deliver strong customer service by solving customer and booking queries in a timely manner
• Handle online chat to answer customer questions and increase sales conversions
• Organize processes, solutions, and learnings from your role into a shared knowledgebase
• Research potential clients in worldwide markets to assist sales team with lead generation
• Assisting CEO, Vice President of Operations, Head of Sales, and Head of Finance

Merchant Advisor Support Team Leader - Shopify - Remote

(2020-10 - 2023-08)

• Led and supported a team of customer experience specialists, fostering their growth and development
• Tracked team metrics, including response time, first contact resolution, average handling time, escalation rate, quality assurance score, and net promoter score, to identify areas for improvement and enhance performance
• Conducted training sessions and effectively onboarded new team members, ensuring they were equipped with the necessary skills and knowledge to excel in their roles
• Allocated tasks and ensured adherence to service level agreements, optimizing team productivity and efficiency
• Implemented measures to maintain high-quality customer interactions, including conducting quality assurance evaluations and providing feedback to team members
• Handled complex cases and guided team members in resolving issues, leveraging technical understanding and problem-solving abilities
• Conducted performance evaluations, provided feedback, and set goals for team members, fostering their professional growth and development
• Identified opportunities to streamline support processes, driving continuous improvement and efficiency within the team
• Fostered effective communication within the team and across departments, promoting collaboration and a positive work environment
• Generated reports and analyzed data to drive data-driven decisions, utilizing insights to optimize team performance and customer satisfaction

Merchant Support Advisor - Shopify - Cebu, Philippines

(2019-10 - 2020-10)

Ecommerce company

• Provided exceptional customer support to merchants, assisting them with inquiries, concerns, and issues through various communication channels
• Resolved technical and product-related queries, troubleshooting problems related to Shopify's platform, themes, apps, and integrations
• Guided merchants through the onboarding process, assisting with setup, configuration, and customization of their online stores
• Assisted with order management, including fulfillment, tracking, and resolving shipping or delivery issues
• Investigated and resolved payment and transaction issues, collaborating with relevant teams for timely resolution
• Escalated complex issues to appropriate teams within Shopify for prompt resolution
• Gathered and communicated product and feature feedback from merchants
• Maintained accurate records of customer interactions and resolutions in CRM systems
• Monitored response time, first contact resolution, average handling time, escalation rate, quality assurance score, and net promoter score to ensure high-quality support

Customer Service Representative - Google - Cebu, Philippines

(2018-09 - 2019-10)

• Demonstrated expertise in Google's products and services, providing accurate and up-to-date information to customers
• Handled customer inquiries, issues, and requests through various communication channels, ensuring timely and effective resolution
• Troubleshot technical issues related to Google products, guiding customers through step-by-step resolutions
• Conducted product training and onboarding sessions for customers, building strong relationships and identifying upselling opportunities
• Gathered and communicated customer feedback to contribute to product improvement
• Maintained accurate documentation and generated reports on customer interactions

Technical Support II - Microsoft - Cebu, Philippines

(2015-08 - 2018-09)

BPO Industry

• Provided prompt and accurate customer assistance through chat channels, addressing inquiries and resolving issues related to Microsoft Xbox products and services
• Troubleshot technical problems with Xbox consoles, accessories, and online services, offering step-by-step guidance and solutions
• Maintained comprehensive knowledge of Microsoft Xbox products, features, updates, and services
• Managed multiple chat conversations simultaneously, ensuring timely responses and efficient handling of customer inquiries
• Utilized problem-solving skills to identify and resolve customer concerns, escalating complex issues when necessary
• Educated customers on Xbox features, settings, and functionalities, guiding them through setup processes and account management
• Accurately documented customer interactions and troubleshooting steps, ensuring comprehensive records for future reference
• Strived for exceptional customer service, actively listening, empathizing, and addressing customer needs and concerns
• Collaborated with team members and other departments, contributing to a supportive and collaborative work environment
• Stayed updated on Microsoft Xbox products and industry trends through training sessions and self-study

BS - Business Administration - Royal Christian College