Rhea V.-Operations & Customer Support Professional
Check rate
Experience
Remote Operations Lead
Mawoo Pets
- Provided customer support to US- and Canada-based customers, handling inquiries, orders concerns, complaints, refunds, and service follow-ups across multiple communication channels.
- Managed customer disputes and payment concerns; investigated issues, communicated resolutions, and coordinated with payment processors and vendors to resolve complex cases.
- Maintained detailed CRM records and customer interaction history; coordinated follow-ups to ensure customer satisfaction, retention, and positive relationship outcomes.
- Progressed from Virtual Assistant to Operations Lead within six months based on performance, initiative, problem-solving, and ownership.
- Coordinated day-to-day operations: order processing, payment coordination, fulfillment logistics, vendor communication, and operational task management.
- Created and maintained comprehensive SOPs, FAQs, internal documentation, and training materials supporting team consistency, new-hire onboarding, and operational efficiency.
- Trained and coached remote team members on customer service procedures, systems, workflows, operations, and daily priorities.
- Participated in recruiting, interview coordination, and onboarding activities; supported new-hire integration into remote team.
Remote Clinic Patient Support & Administrative Assistant
Offspring Health
- Handled patient inquiries through chat & email with professional, empathetic, and timely communication.
- Coordinated scheduling, appointment confirmations, rescheduling requests, and administrative logistics across multi-provider healthcare team.
- Maintained accurate patient records, databases, and confidential documentation using Health Engine and Clinic to Cloud platforms.
Remote Administrative & Customer Support Specialist
Scrapbooking Coach
- Handled customer service, inquiries, order issues, refunds, and payment disputes for growing e-commerce business serving US-based customers using Freshdesk System.
- Managed Shopify/ Woo Commerce & Ship station workflows; coordinated order processing, fulfillment logistics, and communication with third-party fulfillment partners.
Remote Customer Support Supervisor
Tango Live (Tango Me)
- Promoted to Supervisor within six months after consistently ranking among top performers in high-volume global support environment.
- Provided customer support to global user base across multiple countries and time zones; handled account concerns, technical troubleshooting, application issues, and general inquiries through Zendesk Ticketing System.
- Created and maintained knowledge base articles and comprehensive support documentation to improve resolution consistency, team efficiency, and enable customer self-service.
- Trained and mentored support team members on product knowledge, troubleshooting, communication, and customer service best practices.
Remote Helpdesk Administrator
Makhsoom
- Provided customer support for account verification, refunds, technical concerns, and complaints; investigated customer issues and escalated cases appropriately using Zendesk.
Freelance Virtual Assistant & Administrative Support
Upwork
- Provided customer support for account verification, refunds, technical concerns, and complaints; investigated customer issues and escalated cases appropriately using Zendesk.
Inbound Sales Agent
Vision-X Global Solutions (VXI)
- Generated new customer sales via qualified inbound calls and solicited cross-selling and up-selling opportunities from existing customers.
- Achieved target sales quotas by utilizing sales techniques and ensuring to deliver a best-in-class customer experience, ongoing satisfaction, and retention.
- Recognized as #5 Top Sales Agent (out of 120 agents) in March 2009 based on customer satisfaction, the number of sales/calls, verified sales, and quality assurance.
- Contributed to our team as the top team in March 2009 by improving conversions and KPIs.
- Greatly improved my communication and computer skills by working both on my own and as a team and working calmly under pressure.
Industry experience
See where this freelancer has spent most of their professional time.
Experienced in Information Technology, Retail, and Healthcare.
Business area experience
See which departments and functions this freelancer has contributed to most.
Experienced in Customer Service, Logistics, Human Resources, Marketing, and Sales.
Summary
15+ years of experience in front-line customer service, administrative coordination, back-office support, and team leadership across BPO, SaaS, e-commerce, healthcare, and service industries. Skilled in multi-channel support, account and order management, billing and payment processing, appointment scheduling, CRM administration, data management, issue resolution, logistics coordination, fulfillment operations, and inventory management. Equally effective working directly with customers and behind-the-scenes supporting operations. Adept at cross-functional coordination to align departments and drive operational improvements.
Known for taking ownership, learning quickly, problem-solving, and delivering meticulous work independently or collaboratively. Experienced in customer complaint resolution, retention strategy, and negotiation to preserve relationships and drive customer lifetime value. Experienced in coordinating and building workflows, training team members, creating documentation, and supporting recruiting and onboarding activities. Proven success scaling processes in fast-paced, multichannel environments; whether working remotely for corporate teams, directly with small business owners, or building new ventures from the ground up.
Skills
Customer Support & Success: Customer Support Across Multichannel Platforms • Customer Success & Account Management • Global Customer Relationship Building • Complaint, Dispute & Escalation Resolution • Payment Processing & Billing Support • Customer Retention & Relationship Building • Issue Resolution & Follow-Up
Operations & Administration: Operations Coordination & Execution • Administrative & Back-Office Support • Order & Case Management • Fulfillment & Logistics Coordination • Appointment Scheduling & Patient/Customer Coordination • Data Entry & Records Management • Healthcare Operations & Administration
Systems, Documentation & Process: Crm & Database Management • Knowledge Base & Sop Development • Process Documentation & Workflow Improvement • Training Material Development • Internal Knowledge Management
Leadership, Training & Development: Team Leadership & Mentoring • Team Training & Onboarding Coordination • Recruiting Support & Interview Coordination • Remote Team Management & Facilitation • Teaching, Presentation & Communication • Independent Operations & Autonomous Leadership
Professional Attributes: Ownership & Initiative • Fast Learning & System Mastery • Problem-Solving & Critical Thinking • Cross-Functional Collaboration • Multi-Industry Adaptability • International & Remote Team Support • Customer-Centric Mindset
Crm & Customer Support: Zendesk, Freshdesk, Hubspot
E-Commerce & Operations: Shopify, Woocommerce, Ship Station
Project & Workflow Management: Asana, Clickup, Trello
Communication & Collaboration: Slack, Google Meet, Zoom, Microsoft Teams, Ringcentral, Simpletexting
Office & Data Management: Microsoft Office, Excel, Google Workspace, Google Sheets, Google Docs
Healthcare Platforms: Health Engine, Clinic To Cloud
Languages
Education
Far Eastern University
Bachelor of Arts in English Language · English Language · Manila, Philippines
Certifications & licenses
Medical Office Procedures & Administration Fundamentals
MedCerts / Coursera
Google AI Professional Certificate
Coursera
Customer Service: Serving Customers Through Chat and Text
Trending Tools
Creating Positive Conversations with Challenging Customers
Customer Service: Problem-Solving and Troubleshooting
Customer Service Foundations
Administrative Professional Foundations
Customer Service Skill Certification
Upwork
Statistics
Experience
Global experience
Expertise
Qualifications
Frequently asked questions
Have questions? Find more information here.
Rhea is based in Caloocan, Philippines and can operate in on-site, hybrid, and remote work models.
Rhea speaks the following languages: Tagalog (Native), English (Advanced).
Rhea has at least 17 years of experience. During this time, Rhea has worked in at least 7 different roles and for 7 different companies. The average length of individual experience is 2 years and 5 months. Note that Rhea may not have shared all experience and actually has more experience.
Based on recent experience, Rhea would be well-suited for roles such as: Remote Operations Lead, Remote Clinic Patient Support & Administrative Assistant, Remote Administrative & Customer Support Specialist.
Rhea's most recent position is Remote Operations Lead at Mawoo Pets.
In recent years, Rhea has worked for Mawoo Pets.
Rhea is most experienced in industries like Information Technology, Retail, and Healthcare.
Rhea is most experienced in business areas like Customer Service, Logistics, and Human Resources. Rhea also has some experience in Marketing and Sales.
Rhea has recently worked in industries like Retail.
Rhea has recently worked in business areas like Customer Service, Human Resources, and Logistics.
Rhea holds a Bachelor in English Language from Far Eastern University.
Rhea has 9 certificates. Among them, these include: Medical Office Procedures & Administration Fundamentals, Google AI Professional Certificate, and Customer Service: Serving Customers Through Chat and Text.
Rhea is immediately available full-time for suitable projects.
Daily rate distribution
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Average rates for similar positions
Rates are based on recent contracts and do not include FRATCH margin.
The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 28 Oct 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
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