Open to opportunities

Vanessa Ricafrente

@vanessaricafrente

Message

Customer-support leader delivering empathetic, data-driven e-commerce and telecom care.

Philippines

Message

What I'm looking for

I seek a remote, customer-focused role where I can improve CX, streamline operations, mentor teams, and use data and cross-functional collaboration to reduce churn and increase retention.

I am a customer service professional with 10+ years supporting telecom, retail, subscription, and insurance customers, focused on empathy, accuracy, and measurable results. I thrive in fast-paced and remote environments, resolving high-volume Zendesk queues and coordinating logistics across teams.

At TheraBox I managed 100+ daily tickets, sustained 95%+ CSAT, reduced complaints by 25%, and partnered with Fulfillment and Marketing to improve the product lifecycle. As a self-employed travel services provider, I served 1,500+ customers, improving turnaround by 30% and growing revenue by 40% through targeted social campaigns.

I also bring frontline telecom experience with consistently high FCR and reconciliation accuracy, plus current experience managing 200+ insurance clients where I exceed targets and maintain compliance. I combine tools, process discipline, and customer-centered communication to drive retention and operational improvements.

Experience

Work history, roles, and key accomplishments

Current

Insurance Agent

Current

AXA Philippines

Jan 2023 - Present (3 years 5 months)

Managed a portfolio of 200+ clients, ensuring timely renewals and accurate policy documentation while consistently exceeding monthly targets and maintaining CRM data accuracy for reporting and audits.

Client Management CRM Policy Administration Renewals Sales Targets Documentation Compliance

Customer Service Representative

TheraBox, Inc.

Jan 2020 - Jun 2025 (5 years 5 months)

Managed high-volume Zendesk queues and multichannel support for a US subscription e-commerce brand, resolving 100+ daily tickets and sustaining 95%+ CSAT while reducing customer complaints 25% through proactive logistics coordination.

Zendesk Shopify Veracore USPS Mailchimp Multichannel Support Order Management

Self-Employed Travel Consultant

El Viajera Tours

Jan 2011 - Dec 2024 (13 years 11 months)

Operated a remote travel services business serving 1,500+ clients, improving service turnaround 30% through automation and growing annual revenue 40% via targeted social campaigns.

Automation Social Media Marketing Customer Retention Revenue Growth

Customer Service Representative

Globe Telecom

Jan 2004 - Dec 2011 (7 years 11 months)

Delivered in-person and multichannel support resolving billing and technical issues with 90%+ same-day resolution and 95%+ first-contact resolution, processing high-volume payments and earning top-performer awards.

Phone Support FCR Case Logging Customer Satisfaction Technical Support

Executive Assistant

Daeduck Philippines Inc.

Jan 2000 - Dec 2002 (2 years 11 months)

Provided executive-level support including calendar management and cross-department coordination, prepared weekly/monthly reports and optimized travel arrangements to reduce costs 15%.

Executive Support Report Preparation Travel Coordination Scheduling