Open to opportunities

Loraine Gabay

@lorainegabay

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Customer service expert with 4 years of experience in support roles.

Philippines

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth.

I am an analytical and detail-oriented professional with over four years of experience in providing industry-leading customer service. Throughout my career, I have successfully managed a high volume of customer inquiries, solving between 50 to 60 cases daily and achieving a remarkable 99% customer satisfaction rate. My experience spans various roles, including technical support and digital marketing, where I have honed my skills in communication, problem-solving, and multitasking.

In my most recent position as a Freelance Tier 2 Player Support for Rockstar Games, I responded to an average of 60 to 80 customer inquiries daily, addressing complex issues related to game support and account management. My commitment to delivering high-quality, professional, and friendly customer support has earned me a 98% customer satisfaction rating. I take pride in my ability to train new hires and mentor junior staff, ensuring that our team consistently provides exceptional service.

Experience

Work history, roles, and key accomplishments

Freelance Tier 2 Player Support

PTW Inc. Philippines

Jan 2023 - Jan 2025 (2 years)

Provided Tier 2 player support for Rockstar Games via email and live chat, handling 60-80 inquiries daily related to game support and technical issues. Mastered over 47 Rockstar Games titles to provide accurate and timely information, achieving a 98% customer satisfaction rating.

Live Chat Email Support Account Management Technical Support Customer Satisfaction Training Communication Conflict Resolution

Customer Care Specialist

Alorica Teleservices

Jan 2021 - Jan 2023 (2 years)

Provided live chat and email support for Verizon, responding to 40-60 chat concerns daily with a 30-40 second response time. Assisted consumers with billing, general inquiries, account modifications, orders, and sales, achieving a 5-star customer satisfaction rating.

Live Chat Support Email Support Customer Care Troubleshooting Billing Account Management Sales Customer Satisfaction Training Communication

Retention Specialist

Avas Flowers

Jan 2020 - Jan 2021 (1 year)

Managed retention for a large US-based flower company, handling 20-30 inbound and 40-50 outbound calls daily. Resolved approximately 50 tickets daily and coordinated with business owners to secure orders, achieving a 95% save rate on sales/refund requests.

Retention Customer Service Email Support Outbound Calling Inbound Order Processing Conflict Resolution Sales Communication

Advance Technical Support II

Teleperformance

Jan 2019 - Jan 2020 (1 year)

Provided advanced technical support for a US-based Telco company (AT&T), handling approximately 60 incoming calls daily. Diagnosed and resolved technical issues, guiding users through step-by-step procedures while maintaining a professional demeanor.