Roshelle Coronel

Resourceful and detail-oriented customer support professional with experience in voice and non-voice roles across healthcare and e-commerce sectors. Proven ability to manage high volume of customer interactions, resolve complex issues, and process orders efficiently, consistently ensuring customer satisfaction. Possesses strong communication skills, proficiency in CRM systems, and a commitment to providing accurate and timely assistance, ready to contribute to a dynamic and diverse team environment.

Feature Writer & Qualitative Researcher Intern - Kwentoon

(2026-03 - 2026-05)

• Executed a 300-hour internship, conducting in-depth field interviews and on-site documentation for prominent Filipino food establishments.
• Secured a 100% editorial approval rate across 10 bilingual feature articles by conducting on-site field interviews and synthesizing qualitative research on local cultural and culinary institutions.
• Produced narrative and linguistic reviews for films and video games, concurrently developing editorial layouts using Canva and Google Docs.

Teaching Assistant Intern - PUP Manila

(2025-09 - 2026-01)

• Developed and implemented a mentorship program for 8 new interns, resulting in a 90% completion rate of introductory tasks and a 25% reduction in onboarding time.
• Coordinated cross-functional operations and student records for 8 academic programs using Google Workspace and MS Teams, ensuring zero compliance errors in semester-end evaluations.

Customer Service Representative - SupportNinja

(2025-10 - 2025-12)

• Maintained a 98% SLA compliance rate and elevated customer retention across 50+ daily non-voice interactions by managing Gladly email queues for order processing, billing adjustments, and accurate pricing estimations.
• Reduced ticket escalation rates by 15% through proactive root cause analysis on customer complaints, resolving complex order discrepancies, refunds, and account modifications on first touch.

Customer Support Representative - SupportNinja

(2024-10 - 2025-03)

• Achieved a 95%+ First Contact Resolution (FCR) rate across 60+ daily inbound calls by navigating multi-system databases to resolve complex product customization, shipping delays, and billing adjustments for Zazzle e-commerce accounts.
• Maintained a 100% post-interaction email follow-up rate, cutting repeat caller volume by delivering precise shipping timelines and order confirmation documentation.
• Streamlined healthcare provider coordination across 70–85 outbound calls daily, accelerating service delivery by conducting end-to-end benefits investigations and resolving eligibility bottlenecks within proprietary HIT databases.

Customer Support Representative - Teleperformance

(2023-09 - 2024-05)

• Exceeded team CSAT targets by 12% across omnichannel (voice/non-voice) interactions for a major U.S. healthcare account by de-escalating complex inquiries regarding insurance claims, eligibility, and prior authorizations.
• Maintained 100% compliance with HIPAA data security and regulatory protocols by auditing sensitive patient health information (PHI) in real time across proprietary healthcare databases.
• Decreased Average Handle Time (AHT) by 18% without sacrificing resolution quality through standardized troubleshooting workflows and accurate claims verification.

Bachelor of Arts - English Language Studies - Polytechnic University of the Philippines | Sta. Mesa, Manila (2022-10 - 2026-09)