Rachel Clemente

• Managed chat, email, and Zendesk Integrated Phone Support inquiries for US retail customers involving orders, shipping
updates, returns, warranties, refunds, replacements, cancellations, account concerns, and delivery escalations.
• Processed warranty claims, full replacements, returns, refunds, credit memos, and service recovery requests while maintaining
accurate order documentation, CRM updates, and customer follow-through.
• De-escalated customer concerns related to delayed shipments, warranty issues, damaged items, and order exceptions by
providing clear updates, resolution options, and timely case handling.
• Supported end-to-end e-commerce order workflows using Shopify, Zendesk, Acumatica, Salsify, Sage SSRS CRM, Saber Tooth,
Google Workspace, and internal platforms.
• Used Saber Tooth to check production updates, locate serial numbers and order numbers, and gather supporting details for
warranty claims and shipment tracking.
• Coordinated with warehouse, logistics, production, and internal teams to resolve order concerns, support service recovery, and
improve customer experience.
• Supported customer retention and sales opportunities by recommending appropriate replacements, product support options,
and resolution paths aligned with customer needs.
• Maintained 99% quality assurance and 93% SLA adherence in a KPI-tracked e-commerce support environment.
• Maintained accurate CRM records, case histories, order notes, and follow-up documentation across multiple systems.

• Supported global CFD and Forex customer operations, including regional support for Thailand, Philippines, and Vietnam
markets.
• Assisted clients with account registration, onboarding, KYC verification, account activation, deposits, withdrawals, account
access, and account troubleshooting.
• Provided platform support for Vantage Markets web/mobile platforms, MetaTrader 4, MetaTrader 5, and copy trading features,
including login, navigation, access, and basic functionality concerns.
• Maintained accurate CRM documentation, case updates, operational notes, phone/chat/email interaction records, and
escalation records using Zendesk and internal systems.
• Coordinated with internal departments to support escalation handling, issue resolution, operational continuity, and customer
retention.
• Assisted with queue monitoring, workflow updates, teammate guidance, and service coordination during Team Lead absences.

• Supported travel technology operations across the Americas, Middle East, Africa, and APAC markets, covering hotels, transfers,
tours, activities, travel bookings, suppliers, clients, and partners.
• Processed high-volume hotel confirmation transactions from Agoda, Expedia, and global suppliers while maintaining booking
accuracy and turnaround standards.
• Managed booking amendments, cancellations, confirmations, service requests, supplier follow-ups, and travel-related
escalations through phone, email, chat, Freshdesk, and Five9.
• Investigated booking issues by reviewing reservation details, checking documentation, coordinating with internal teams, and
applying appropriate resolutions.
• Maintained accurate Freshdesk records, booking notes, client/partner communication logs, and SLA-based follow-up on
pending cases.
• Documented service discrepancies, operational issues, and internal losses for escalation, evidence tracking, and management
review when required.

• Supported US healthcare back-office workflows for a dialysis facility account across US territories, including Fresenius-related
client processes.
• Processed authorization requests for medical procedures, services, and treatments requiring payer approval before scheduling
or service delivery.
• Reviewed patient records, payer requirements, coverage-related details, missing documentation, authorization status, and case
updates.
• Used E-Cube Financials, payer portals, IVR systems, outbound communication, fax workflows, and healthcare records to track
authorization status and follow up on pending cases.
• Maintained accurate patient demographics, authorization records, workflow notes, case updates, and compliance-focused
documentation.

• Provided administrative support to operations and maintenance teams, including requisition processing, inventory tracking,
branch coordination, and documentation.

• Managed daily customer service, printing, documentation, and basic technical support tasks while training staff on operational
workflows.