chlem arcelo

Managed communication with international accounts, using Microsoft Excel and Outlook to organize data and schedule updates. Coordinated project expectations with global partners to keep day-to-day operations running smoothly.

Handled over 50 daily customer inquiries, using Salesforce CRM to document issues and track client requests accurately. Resolved account issues and customer complaints, maintaining a 95%+ client satisfaction rating by fixing errors quickly.

Reviewed internal operations data and logs, identifying errors to help the team improve overall compliance by 12%.

Supervised daily customer service queues, monitored ticket volumes, and assigned tasks to balance team workload. Coached a multi-functional support team, using data insights to help reduce resolution times by 15%.

Assisted customers during high-volume seasonal periods, answering billing questions and solving delivery issues.

Audited customer calls and chat logs, providing direct feedback to 15+ agents to improve communication quality.

Managed high-value client accounts, tracking their renewal cycles and addressing service concerns to maintain retention.

Taught English communication and presentation skills to international students, focusing on clear speech and cultural adjustments.

Answered inbound technical support calls, troubleshooting software issues under fast-paced contact center timelines.

Bachelor of Science in Hotel and Restaurant Management from Mindanao State University from 2006 to 2009.

High school graduate from Holy Family School of Iligan Inc. in 2006.