Richelle Nilo

I’m a friendly, patient Customer Service and Technical Support professional with over 3 years of experience. I’m a fast learner who’s always excited to gain new skills, and I focus on fixing technical issues clearly and quickly while making sure customers feel heard and supported.

At Lockly (via G9 Outsourcing Company), I troubleshoot and resolve technical issues for smart locks across both the mobile app software and physical hardware. I also serve as a Point of Contact for the Australia office, building SOPs, FAQs, and the full support workflow to keep support consistent and efficient.

I manage inbound support calls and conduct outbound follow-ups to resolve escalated technical tickets. I also help customers process warranty claims, returns, and hardware replacements, and I make outbound calls to potential customers to introduce products and uncover new sales opportunities.

Before that, I strengthened my operational support skills as an Administrative Assistant, handling payroll processing and attendance monitoring, administering leave requests and documentation, and coordinating recruitment activities. Earlier roles as a Cashier and Kitchen Team Leader rounded out my leadership, time management, and ability to stay calm and dependable in high-volume environments.