Rodena Delda – CSR and eCommerce Management

My real name is Rodena. My parents said they gave me this unique name because they don’t want a common sounding name – but to be honest, I prefer to be called Dana, and that is what I am known as to my friends.

I was born into a loving and a great family. I am very close to my parents and my older brothers. I am the youngest and only girl among the three siblings, that’s mainly the reason why I grew up enjoying games that were meant for boys! I used to play with toys such as cars, guns, and robots instead of dolls. And I even play wrestled and boxed with my brothers. I share my concerns with them very often just like best friends do. My family is one of my greatest pillars; they influence my thoughts and behaviour through their actions. My family values have greatly affected my behaviour up to this day.

I took up Bachelor of Science in Entrepreneurial Management as I always dreamt of having my own business someday. I am very idealistic and optimistic when it comes to my life goals. The type of business I would like to have will probably be either a restaurant or a bakeshop since cooking and baking are my interests.

Some of the positions I had in the past were Customer Support for calls, email, and chat, Technical and Administrative Support. I have worked with two BPO companies in a span of over 7 years before deciding to switch to a home-based setup. I was initially with a US Telecommunications company, then was transferred to a leading Australian telecommunications company where I spent the majority of my years in the corporate world.

I shifted to being a home-based worker due to the reason that I want to give more time to my kids. I was hired by a cleaning company based in Dallas TX as their virtual administrative personnel and customer support. My usual duties were answering inquiries from customer’s through calls, email, and chat, booking, canceling and rescheduling cleaning appointments, sending quotations and handling complaints. Also, I managed to schedule the cleaners to their respective daily appointments and I also perform various administrative tasks for my boss like booking him a hotel or flight.

I have worked in an e-commerce store based in Florida that sells customised jewelry. My duties were providing customer supports through different platforms such as phone, email, chat and social media. I also did order checking and fulfillment via Shopify. Sometimes, I also helped in creating content that we post on Facebook and Instagram to promote the products. With these experiences, I was able to master CRMs such as Zendesk and Salesforce. Shopify, USPS Tracking, Launch27, Toky, Zoho, Trello were some of the tools I have also used before with my previous clients.

Customer service has been my forte ever since I started working. I have had a great experience working with diverse, well-mannered and intellectual customers; but occasionally there are some people that tend to be rude, disrespectful and despondent which sometimes makes this job challenging. The way I handle these types of customer is I always make sure to see where they are coming from, make them feel that you listen to their concerns and show them that you are more than willing to help them. Most importantly, give them options and provide them with long term resolutions.

In my spare time, I love to read online articles about current events, fashion, food, health, and parenting. I spend most of my free time online hoping to gain more knowledge that I can use, which I call “my life hacks”. I also cook and bake as my way of relaxing and de-stressing.

Having a strong and proven customer service experience over the years, coupled with a helping heart makes me a great addition to your organisation. We can talk about where your customer service is today and how I can help you get it where you want it to be tomorrow!

For a copy of Rodena’s resume please click here.