Renelene Velasco

I've led a 12–15 person customer service team at ProbeCX supporting Australian telecommunications customers across voice, chat, and email. I coach agents through quality evaluations and actionable feedback while maintaining 90%+ CSAT and 98% SLA compliance.

I manage escalations involving billing, technical support, account management, and service concerns, alongside calendar coordination, email management, reporting, and process improvements.

Previously at TTEC, I handled 60–80 daily customer interactions in a remote environment, scheduling appointments, processing payments and refunds, and documenting support tickets accurately. At Sitel, I supported U.S. telecommunications customers with billing, orders, technical issues, account management, and service upgrades while achieving 90%+ first-contact resolution.

I'm experienced with Salesforce, Zendesk, Oracle, Genesys, and remote collaboration tools, and I bring a customer-focused approach to team development, quality assurance, and operational support.