Open to opportunities

Roselle Pacifico

@rosellepacifico

Operations Supervisor and Lead Specialist specializing in safety, trust & safety case resolution, and strategic talent acquisition.

Philippines

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What I'm looking for

I’m looking to lead high-stakes customer trust & safety resolutions and operations, mediating complex disputes, coaching teams, and ensuring strict policy compliance—while partnering on recruitment and talent development in fast-paced global environments.

I’m a Lead Specialist and Operations Supervisor with over 15 years of experience in high-stakes conflict resolution, global sales, and talent acquisition. I specialize in mediating disputes and maintaining strict policy compliance in fast-paced, multi-national environments where accuracy and calm decision-making matter.

In my current role as a Senior Case Manager, I act as a high-level support specialist in a supervisor role, resolving complex safety, security, and trust issues for guests and hosts. I handle escalated booking issues, manage property crises, and ensure policy compliance to maintain high customer satisfaction, even under pressure.

Before that, I served in supervisory support roles focused on resolving complex conflicts between hosts and guests—compensation disputes, property damage claims, and policy violations. I also provided 24/7 assistance as a Support Ambassador, troubleshooting booking issues, managing policy questions, and helping with set-up for new listings and alteration requests.

I’ve also supported strategic growth through recruitment and specialized expertise at Abercrombie & Fitch, including full-life cycle recruiting and training staff. Earlier in my career, I contributed as a Technical Support Consultant (WFH) and held operations and sales leadership roles, building strong habits around metrics, performance evaluation, coaching, and customer-first service.

Experience

Work history, roles, and key accomplishments

Current

Senior Case Manager

Current

IntouchCX Philippines

Mar 2026 - Present (3 months)

Resolved complex, high-stakes safety, security, and trust issues for guests and hosts, mediating disputes and handling booking and property crises while ensuring policy compliance.

Case Management Trust and Safety Policy Compliance Escalation Handling Guest Host Issue Resolution

Support Ambassador

IntouchCX Philippines

May 2025 - Mar 2026 (10 months)

Provided supervisory support resolving complex host–guest conflicts, including compensation disputes, property damage claims, and policy violations, while maintaining compliance and customer satisfaction.

Conflict Resolution Property Damage Claims Policy Enforcement Médiation Customer Support Escalation Management

Support Ambassador

IntouchCX Philippines

Apr 2025 - May 2025 (1 month)

Delivered 24/7 assistance to guests and hosts by troubleshooting booking issues, answering policy questions, and supporting new listings and alteration requests.

Booking Issue Troubleshooting Problem Solving Customer Service

Subject Matter Expert

IntouchCX Philippines

Jan 2025 - Apr 2025 (3 months)

Used deep knowledge within areas such as retail operations, fashion design, merchandising, and digital technology to guide decisions, improve efficiency, and train staff.

Subject Matter Expertise Retail Operations Fashion Merchandising Process Improvement Staff Training Cross Functional Advising

Recruitment Partner

IntouchCX Philippines

Nov 2024 - Jan 2025 (2 months)

Led full-life-cycle recruiting to deliver high-quality management and associate talent for Abercrombie & Fitch brands, including Abercrombie & Fitch Kids and Hollister.

Full Cycle Recruiting Talent Acquisition Recruitment Management Strategic Hiring Recruiting Operations

Technical Support Consultant

IntouchCX Philippines

Apr 2020 - Apr 2024 (4 years)

Provided remote technical support for GoPro customers, troubleshooting issues and resolving inquiries to support product use.

Technical Support Troubleshooting Remote Support Customer Service Product Knowledge Problem Solving

Technical Support Consultant

IntouchCX Philippines

Mar 2020 - Apr 2020 (1 month)

Provided remote technical support for Samsung TV 2, troubleshooting customer issues and resolving product inquiries.

Technical Support Troubleshooting Remote Support Customer Service Product Knowledge Problem Solving

Travel Consultant

Concentrix

Nov 2017 - Jun 2019 (1 year 7 months)

Served as an inbound travel consultant, applying customer budgets and promos to build travel plans while meeting operational sales metrics.

Travel Consulting Inbound Sales Travel Planning Customer Service Sales Metrics Operational Compliance

Operations Supervisor

Smith and Clive

Jun 2017 - Oct 2017 (4 months)

Supervised teams to ensure EOB deliverables and operational metrics, monitored agent performance, provided coaching opportunities, and took corrective action when needed to maximize customer satisfaction.

Team Supervision Coaching Customer Satisfaction Cross functional Coordination

Cruise Holiday Planner

Stellar Philippines

May 2016 - Jun 2017 (1 year 1 month)

Handled high-volume inbound and outbound telephone sales for P&O Cruises Australia, achieving quotas/metrics, managing large email volumes, and delivering customer service to booked guests.

Inbound Sales Outbound Sales Sales Quota Customer Service High Volume Email Handling Event Coordination Relationship Management

Cruise Specialist

Stellar Philippines

Dec 2013 - May 2016 (2 years 5 months)

Managed inbound call reservations for P&O Cruises Australia, consistently meeting sales incentives and customer service metrics to earn top-agent recognition and customer commendations.

Inbound Calls Cruise Reservations Sales Metrics Customer Service