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Rhealyn Rigodon

@rhealynrigodon

Customer Service Manager at Backyard Pool Superstore who cut ticket backlog by 40% through workflow optimization and SOPs.

Philippines

Message

At Backyard Pool Superstore, I directed customer support operations across email, live chat, phone, and marketplace channels. I reduced the ticket backlog by 40% through workflow optimization, SOP development, and process improvements.

At Skubana, I led remote support operations, onboarding, and retention initiatives. I reduced customer escalations by 35% through coaching, quality assurance, and knowledge base enhancements, and collaborated with Product and Engineering to improve platform usability.

Earlier, I supported eCommerce clients at FreeUp and managed a team of 25+ customer service representatives at Callbox. Across my work, I’ve focused on customer experience, practical process improvements, and developing support teams.

Experience

Work history, roles, and key accomplishments

Customer Service Manager

Backyard Pool Superstore

Jun 2021 - Jul 2026 (5 years 1 month)

Directed day-to-day customer support operations across email, live chat, phone, and marketplace channels while consistently meeting SLA targets. Reduced ticket backlog by 40% through workflow optimization, SOP development, and process improvements.

Customer Service Manager

Skubana

Apr 2015 - Jun 2021 (6 years 2 months)

Led remote customer support operations, customer onboarding, and retention initiatives. Reduced customer escalations by 35% through structured coaching, QA programs, and knowledge base enhancements.

Customer Onboarding Customer Retention Escalation Management Coaching Quality Assurance Knowledge Base Management KPI Dashboards SLA Compliance Process Improvement Zendesk Freshdesk Re:Amaze Slack ClickUp Jira Notion Trello Google Workspace

E-commerce & Marketing Specialist

FreeUp

Jun 2012 - Mar 2015 (2 years 9 months)

Supported eCommerce clients by delivering exceptional customer service and implementing customer engagement strategies. Managed order inquiries, account support, and client communications while ensuring a positive customer experience.

Inside Sales Representative

Hewlett-Packard & Microsoft

Oct 2011 - Mar 2012 (5 months)

Managed outbound sales and customer consultations while identifying client needs and recommending appropriate technology solutions. Built strong customer relationships through consultative selling and exceptional service.

Outbound Sales Customer Consultation Consultative Selling Customer Relationship Management Technology Solutions

Call Center Manager

Callbox

Oct 2009 - Sep 2011 (1 year 11 months)

Managed daily operations for a team of 25+ customer service representatives. Oversaw quality assurance, coaching, performance management, and KPI reporting.

Team Leadership Quality Assurance Coaching Performance Management KPI Reporting Process Optimization Training Customer Service