Open to opportunities

Eliza Raco

@elizaraco

Message

Results-driven Customer Care Manager with expertise in team leadership and quality evaluation.

Philippines

Message

What I'm looking for

Seeking a leadership role where I can mentor teams, drive KPI improvements, and contribute to organizational growth through process improvements and fostering a positive work environment.

As a dedicated Customer Care Manager, I bring over three years of experience in the travel and customer service industries, specializing in quality evaluations, behavioral coaching, and team management. My track record includes driving improvements in key performance indicators and fostering positive work environments.

In my current role at IGT Solutions Inc., I have successfully enhanced team KPIs such as CSAT, QA scores, and FCR rates through targeted coaching and operational improvements. I have also collaborated with various teams to implement process improvements aligned with organizational goals.

I am passionate about mentoring and empowering teams to achieve excellence while contributing to organizational growth and success. I believe in leadership that is empathetic and results-oriented, inspired by Simon Sinek’s philosophy that leaders should be like great parents.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Manager

Current

IGT Solutions Inc.

Dec 2021 - Present (3 years 6 months)

As a Customer Care Manager at IGT Solutions Inc., I lead and coordinate customer service operations for American Airlines, focusing on team leadership, operational oversight, and employee development. I implement quality evaluations and behavioral coaching to enhance team performance and customer satisfaction.

Customer Service Team Leadership Employee Development Performance Collaboration

Customer Inbound Support II

Telus International Philippines, Inc.

Jan 2021 - Aug 2021 (7 months)

In my role as Customer Inbound Support II for Uber Freight, I resolved complex driver issues in a high-volume phone environment, serving as the team's Point of Contact and subject matter expert.

Customer Support Problem Solving Communication Skills Team Collaboration Technical Support Escalation Management Customer Satisfaction Subject Matter Expertise

Customer Chat Support

Telus International Philippines, Inc.

Jun 2020 - Sep 2020 (3 months)

As a Customer Chat Support representative for DoorDash, I provided 5-star customer service through chat support, addressing a wide range of customer concerns and proactively resolving escalations.

Chat Support Customer Service Communication Skills Escalation Management Customer Engagement Technical Proficiency Multitasking

Customer Support Specialist II

Airbnb

Apr 2019 - Jun 2020 (1 year 2 months)

In my role as Customer Support Specialist II at Airbnb, I managed communications for various customer concerns, including billing and technical support, while serving as the team's Point of Contact for escalations.

Customer Support Communication Skills Technical Support Escalation Management Problem Solving Billing Support Team Collaboration Customer Satisfaction

Technical and Customer Support Representative

Alorica Philippines Inc.

Oct 2017 - Mar 2019 (1 year 5 months)

As a Technical and Customer Support Representative for TILE Bluetooth Tracker, I provided support through email, chat, and text for various customer issues, ensuring satisfaction and processing refunds and warranty replacements.

Technical Support Customer Service Email Support Chat Support Communication Skills Customer Satisfaction Problem Solving

Education

Degrees, certifications, and relevant coursework

Saint Jude College

Bachelor of Science, Hotel and Restaurant Management

Bachelor of Science in Hotel and Restaurant Management, focusing on the principles of hospitality management, food service operations, and customer service excellence.