RACQUEL CABRERA
JASPER,AB
Summary
Dynamic Customer Service and Operations Professional with over 20 years of expertise in BPO, banking, fintech support, and customer operations, supported by extensive experience in the Canadian market. Proven track record in meeting SLA/KPI objectives, managing escalations, ensuring compliance-driven service, and leading teams to success. Recent leadership roles focused on enhancing customer satisfaction metrics (NPS/CSI) and optimizing operational performance. Actively pursuing opportunities in English-language Customer Support or Operations within the EU banking, fintech, or shared services sectors.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Senior Supervisor – Rental Operations
Avis Budget Group
Jasper, Alberta, Canada
02.2025 - Current
- Supervise daily rental operations, leading a team of customer service agents
- Ensure vehicle readiness, fleet optimization, and sales targets are met
- Monitor and improve NPS / CSI customer satisfaction scores
- Handle escalated customer issues and service recovery
- Coach staff, manage schedules, and ensure compliance with company policies
Customer Service Representative (Remote)
Teleperformance Canada
Canada
04.2024 - 02.2025
- Provided English-language customer support for international clients
- Resolved inquiries efficiently while meeting SLA and quality standards
- Documented interactions accurately using CRM systems
- Achieved consistent customer satisfaction and quality scores
Senior Customer Support Executive
Diversify Offshore Staffing Solutions
Philippines
08.2019 - 12.2021
- Delivered high-volume customer support in fast-paced environments
- Managed order processing, delivery tracking, and follow-ups
- Maintained clear communication to ensure 100% on-time delivery
Level 2 Customer Support Executive (Healthcare)
HCL Technologies Philippines
Philippines
03.2018 - 05.2019
- Provided professional billing and customer support for healthcare accounts
- Resolved patient and insurance inquiries at first point of contact
- Demonstrated compliance awareness and empathy in sensitive cases
Senior Process Associate – Mortgage Operations
Tata Consultancy Services
Philippines
05.2015 - 06.2017
- Supported mortgage, escrow, and billing inquiries
- Processed payments and assisted customers in avoiding delinquency
- Explained loan and account information clearly to customers
Banking & Financial Operations Roles
Bank of America / JP Morgan Chase / ABN-AMRO
Philippines
01.2000 - 01.2014
- Credit card services, risk operations, account maintenance
- Payments processing, compliance support, and issue escalation
- Delivered consistent service quality in regulated environments
Education
Business Administration Diploma -
Southern Alberta Institute of Technology (SAIT)
CanadaSkills
- Customer experience optimization
- Multichannel support expertise
- Proficient in handling escalated issues
- Service agreement management
- CRM & Ticketing Systems (Case Documentation & Tracking)
- Billing, Payments & Account Support
- Compliance Awareness & Data Protection Standards
- Performance evaluation and feedback
- Effective dispute management
- Streamlining operational workflows
- Building customer loyalty
Certification
- Microsoft Office Specialist – Excel (2019)
- Lean Six Sigma – Yellow Belt
Languages
English: Fluent
Spanish: Basic (A1 – improving)
ADDITIONAL CANADIAN EXPERIENCE
- Store Associate – Dollarama L.P. | Calgary (Sep 2022 – Dec 2023)
- Cook (Quick Service) – Calgary Sports & Entertainment Corp. (Sep 2022 – Sep 2023)
Timeline
Senior Supervisor – Rental Operations
Avis Budget Group
02.2025 - Current
Customer Service Representative (Remote)
Teleperformance Canada
04.2024 - 02.2025
Senior Customer Support Executive
Diversify Offshore Staffing Solutions
08.2019 - 12.2021
Level 2 Customer Support Executive (Healthcare)
HCL Technologies Philippines
03.2018 - 05.2019
Senior Process Associate – Mortgage Operations
Tata Consultancy Services
05.2015 - 06.2017
Banking & Financial Operations Roles
Bank of America / JP Morgan Chase / ABN-AMRO
01.2000 - 01.2014
Business Administration Diploma -
Southern Alberta Institute of Technology (SAIT)