@ricagatawan
Customer Service Representative with Outsource USA who handled 80+ daily cases and kept customer records accurate.
PhilippinesAt Outsource USA, I managed 80+ customer cases daily through phone, email, and outbound follow-ups. I maintained accurate CRM records and provided proactive updates, while coordinating with internal departments to resolve escalated concerns.
At Teleperformance and Alorica, I supported customers with billing, account, connectivity, mobile device, and software issues. I troubleshot problems through to resolution and documented customer interactions and case updates.
Work history, roles, and key accomplishments
Outsource USA
Jun 2024 - Nov 2025 (1 year 5 months)
Managed 80+ customer cases daily through phone, email, and outbound follow-ups, ensuring timely resolution and accurate CRM documentation. Coordinated with internal departments to resolve escalated concerns and provided proactive status updates throughout the customer lifecycle.
Teleperformance
Sep 2023 - Apr 2024 (7 months)
Resolved 60+ daily customer enquiries on billing, account, internet, cable, and technical support, consistently achieving customer satisfaction and first-call resolution goals. Diagnosed and troubleshot service and connectivity issues through to resolution while meeting AHT and quality targets.
Alorica
Mar 2022 - Mar 2023 (1 year)
Handled 60+ customer interactions daily involving mobile devices, software, and account-related concerns while maintaining high customer satisfaction scores. Resolved technical issues through effective troubleshooting and solution-focused support, contributing to strong first-call resolution performance.
Degrees, certifications, and relevant coursework
Service Hub Software Certification, Customer Service
Earned the Service Hub Software Certification from HubSpot Academy in 2026.
HIPAA Training Certificate, Healthcare Compliance
Completed HIPAA Training and received a certificate from TeachMeHIPAA in 2025.
Senior High School Graduate, General Studies
2018 - 2019
Completed senior high school education at St Jude College of Science and Technology from 2018 to 2019.
Software and tools used professionally
PhilippinesYou can contact Rica and 90k+ other talented remote workers on Himalayas.
Message RicaSign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
Join the remote work revolution
Himalayas is the best remote job board. Join over 250,000+ job seekers finding remote jobs at top companies worldwide.
John Lester Vallejo
Customer Service Representative, TELUS
Tony Loreto
Technical Support Specialist, Clincher
Lala Laure
Customer Service Specialist, Tech Mahindra
Jonel Cañas
Customer Service Representative, Office Partners 360 (OP360)
Myra Lagos
Customer Service Representative, TTEC PHILIPPINES
Adi Salintes
Customer Service Representative, Amazon
Nica Dineros
Learning Associate II, Alorica Teleservices
joan bagnol
Technical Support Representative, Transcosmos Asia Philippines
Maverick Napitan
Technical/Sales Support, Teleperformance
Cedel Rose Montano
Technical Support Representative, TaskUs