Open to opportunities

Hanna Rosal

@hannarosal

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Customer service professional skilled in troubleshooting, case management, and real-time operations.

Philippines

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What I'm looking for

I seek a customer-focused role where I can apply real-time operations and troubleshooting skills, work with CRM systems, and contribute to measurable service improvements.

Hi! I’m Hanna, a Customer Support Virtual Assistant with over 2 years of experience handling email, chat, and phone support in fast-paced environments.

I specialize in e-commerce customer support and have hands-on experience using Shopify and Zendesk to manage customer inquiries, process orders, and resolve issues efficiently.

In my current role, I handle high-volume support, managing 15+ tickets every 2 hours while maintaining quality and customer satisfaction. I assist customers with order tracking, troubleshooting, warranty concerns, and refunds.

I am reliable, detail-oriented, and easy to work with. I can adapt quickly to new tools and systems and always aim to provide a smooth and positive customer experience.

If you're looking for someone who can handle your customer support with care and efficiency, I’d be happy to help your business grow.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Full Potential Solutions

Aug 2023 - Present (2 years 9 months)

Responded to customer inquiries about products, orders, returns, warranties and billing, resolving issues and ensuring accurate case tracking to maintain service levels.

Customer Service Case Management Billing Time Management

Real-Time Analyst

Full Potential Solutions

Jan 2024 - Mar 2024 (2 months)

Monitored real-time queue performance and agent activity, tracked adherence and handling time, and coordinated intraday staffing and break management to meet service levels.

Monitoring Workforce Management Service Level Management Adherence Services Communication Problem Solving