Hi, I’m
Rachel Le
Ho Chi Minh City
Summary
I am a highly motivated individual with a passion for developing meaningful relationships with people. I have years of experience working remotely in the finance service industry, where I have gained a deep understanding of debt and credit in the United States and trading, as well as excellent customer service, and project management skills. I am eager to apply my knowledge and skills to a related field.
Overview
5
years of professional experience
Work History
ExnessLimassol
Customer Support Specialist
12.2022 - Current
Job overview
- Experience with remote work.
- Attention to detail, customer-oriented mindset.
- Virtual assistance.
- Provided customer service support via live chat, phone call, and email, navigating multiple programs while paying attention to accuracy and detail.
- Escalated issues to the appropriate specialist when needed via Salesforce or Jira, and updated clients on their request status accordingly.
- Verified documents submitted by clients on an hourly basis, and prepared and interpreted reports and documentation as required in the role with acceptable detail and accuracy.
- Gained an understanding of the company's business functions and roles by attending company seminars and meeting the required assessment target.
- Achieved quarterly KPI targets set by the CS manager, and performed other ad hoc tasks assigned by the manager.
Negotiation Department - Citizen Debt ServicesIrvine, CA
Team Lead
05.2021 - 11.2022
Job overview
- Remote work.
- Lead a team of negotiators to design and develop efficient process flows.
- Delegated daily tasks to team members to optimize group productivity.
- Collaborated with management team to implement new work procedures or policies for the team and hit monthly goals.
- Resolve escalated cases and retain clients.
- Manage agents' performance and champion teamwork and collaboration.
- Organized and prioritized incoming work orders and optimized team workflows and resources to handle dynamic demands.
- Documented production levels and materials used to keep management informed.
- Offered training and support to keep team members motivated and working toward objectives.
- Interviewed and selected potential new team members from list of candidates recommended by recruitment team.
- Monitor outbound/inbound calls.
Citizen Debt ServicesIrvine, CA
Debt Negotiator
01.2021 - 12.2021
Job overview
- Remote work.
- Successfully negotiate/agree with American creditors upon reduced settlements on delinquent and/or charged-off accounts on behalf of clients.
- Calculate acceptable settlement amounts according to department guidelines.
- Consistently meet monthly production goals by effectively managing a list of accounts.
- Utilize strong multi-tasking and communication skills to work through the account queue and account lists provided by the creditor
- Answered client questions about factors affecting credit and recommended suggestions to improve credit scores.
- Created debt management plans, spending plans, or budgets to assist clients in meeting financial goals.
- Reviewed credit reports to identify debt and determine best-fit strategies for consolidating or eliminating balances.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Atlanta English CenterHo Chi Minh
Teacher
08.2019 - 04.2021
Job overview
- Managed student behavior in classroom by establishing and enforcing rules and procedures.
- Prepared and presented lesson plans in academic subjects using traditional and modern teaching techniques.
- Graded projects, exams and assignments to track student progression.
H Property Holdings PTYSydney, NSW
Customer Service Officer
08.2019 - 06.2020
Job overview
- Remote work.
- Provided exceptional customer service to international guests (mainly Australians) by responding to inquiries, resolving complaints, and promoting new services.
- Liaised between guests and partners to ensure a high level of customer service quality and a positive guest experience.
- Answered phones, responded to emails, and handled other administrative tasks as assigned by supervisor.
- Trained and supported new staff in understanding work processes.
- Developed and implemented new processes which led to an increase in customer satisfaction with provided services.
- Experienced working remotely and in flexible office environments.
ConCung Joint-Stock CompanyHo Chi Minh City
Legal Executive
08.2018 - 01.2019
Job overview
- Provided legal advice and support to the company’s Board of Directors.
- Negotiated and drafted settlement agreements to resolve litigated cases.
- Drafted and reviewed legal documents, such as contracts, agreements, and memorandums of understanding.
- Assisted in the preparation of Enterprise Registration Certificates (ERC), Certificates of Food Safety Conditions, Certificates of Professional Training of Fire Prevention and Fighting, and ATBC Cards for Board of Director's members.
- Maintained current knowledge of laws to provide clarification on legal concerns.
Education
University of Economic And Law - National UniversiHo Chi Minh
Bachelor of Arts from International Commerial Law
08.2018
Skills
- Proficient in Microsoft Office, Google Drive, Email, Skype, Telegram, Slack, and Salesforce, Jira, Back Office, Escrow systems (Global Holding)
- Diplomatic and amicable
- Interpersonal and relationship-building
- Customer Relations
- Analytical and logical reasoning abilities
- Proficient in the use of technology
- Problem-solving aptitude
- Regulatory Compliance
- Complaint Resolution
- Schedule Management
- Performance Monitoring
- Staff Training
- Problem-Solving
- People Management
- Leadership
- Project Management
Languages
Timeline
Customer Support Specialist
Exness
12.2022 - Current
Team Lead
Negotiation Department - Citizen Debt Services
05.2021 - 11.2022
Debt Negotiator
Citizen Debt Services
01.2021 - 12.2021
Teacher
Atlanta English Center
08.2019 - 04.2021
Customer Service Officer
H Property Holdings PTY
08.2019 - 06.2020
Legal Executive
ConCung Joint-Stock Company
08.2018 - 01.2019
University of Economic And Law - National Universi
Bachelor of Arts from International Commerial Law
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