Rhea Mae Remon

Customer Support Specialist with 4 years of remote BPO experience delivering multichannel support — phone, email, and live chat — for international e-commerce clients across the US, Canada, UK, and Australia. Demonstrates consistent performance in resolving order, refund, and account-related queries with accuracy, maintaining 95%+ quality scores. Reliable and detail-oriented, with a strong focus on delivering efficient, high-quality customer support.

Customer Service Representative — E-Commerce & B2B - AwesomeCX by Transcom

(2024-02 - 2026-07)

• Managed end-to-end order lifecycle (orders, returns, refunds, warranties, loyalty), achieving 90%+ first-contact resolution and reducing escalations.
• Selected as Rx Validator, ensuring 100% accuracy in prescription verification requiring advanced product knowledge and compliance.
• Promoted to B2B support (top 2 agents), directly supporting US account executives and improving partner issue resolution turnaround.
• Acted as Team Lead backup, overseeing queue flow and maintaining team performance during leadership absence.

Customer Service Representative — Email & Chat Support - iGlobal Connect

(2022-09 - 2024-01)

• Managed 50–80+ daily email and chat tickets via Salesforce and LiveChat for a major US fast-food brand, covering orders, refunds, and loyalty programs.
• Achieved 90%+ QA scores across all evaluations, consistently meeting brand standards for communication and resolution quality.
• Maintained accurate end-to-end CRM documentation, contributing to zero repeat escalations on resolved cases and faster issue resolution.
• Collaborated with team members by sharing best practices and resolution strategies, improving overall consistency and response efficiency.

Bachelor of Science - Criminology - University of Mindanao Digos College, Philippines (2020)