Customer Service & Remote Client Support

# Rhonda J Helina

** ***************@*****.***](mailto:***************@*****.***)**

## PROFESSIONAL SUMMARY

Personable and highly dependable client service professional with extensive experience in customer communication, relationship building, consultations, sales, and business operations. Experienced in working directly with clients and customers, understanding their needs, explaining information clearly, answering questions, resolving concerns, and providing professional follow-up.

Brings more than 20 years of combined business ownership, customer-facing service, emergency medical services, and remote online communication experience. Skilled at building trust quickly, managing appointments and schedules, maintaining accurate client information, and working independently with minimal supervision. Comfortable communicating by phone and video, learning new technology and procedures, and working toward performance goals. Willing to complete required training and licensing.

## CORE SKILLS

* Customer Service & Client Relations

* Client Consultations & Needs Assessment

* Sales & Product/Service Recommendations

* Appointment Scheduling & Follow-Up

* Relationship Building & Retention

* Clear Verbal & Written Communication

* Explaining Information Clearly

* Problem Solving & Conflict Resolution

* Customer Questions & Ongoing Support

* Accurate Record Keeping

* Time Management & Organization

* Independent Remote Work

* Virtual Meetings & Online Communication

* Microsoft Word & Excel

* Google Workspace

* Online Platforms & Digital Workflows

* AI Tools: ChatGPT, Claude & Gemini

* Cross-Cultural Communication

* Fast Learner & Adaptable

## PROFESSIONAL EXPERIENCE

### Online ESL Tutor Remote

**2022–Present**

* Conduct one-on-one virtual appointments with adult and teenage clients from around the world.

* Build professional relationships and establish rapport quickly with clients from diverse cultural and professional backgrounds.

* Identify individual client needs, goals, and challenges and adapt services accordingly.

* Explain grammar, vocabulary, pronunciation, and communication concepts clearly and in ways that are easy for clients to understand.

* Answer questions, provide guidance, and adjust services based on individual client feedback and needs.

* Manage online appointments, schedules, lesson records, and digital communication independently.

* Maintain a consistently professional, reliable, and supportive client experience in a fully remote environment.

* Prepare customized materials and use digital and AI tools to improve service quality and efficiency.

* Communicate comfortably through video, online messaging, and other digital platforms.

### Owner & Operations Manager Commercial Cleaning Services Company

**Canada 1991–2000**

* Founded and successfully operated a commercial cleaning services company serving professional offices and financial institutions.

* Built the business from the ground up by developing client relationships, networking, securing contracts, and delivering consistently high-quality service.

* Maintained long-term customer relationships by responding promptly to concerns and ensuring client expectations were met.

* Consulted with prospective clients to understand their needs and developed appropriate service arrangements.

* Negotiated service agreements and secured contracts with banks, insurance offices, law firms, and other commercial clients.

* Managed all customer service, scheduling, contract administration, invoicing, bookkeeping, and day-to-day business operations.

* Recruited, interviewed, hired, trained, supervised, and scheduled a team of more than 20 employees.

* Conducted quality inspections and followed up with clients to maintain satisfaction and service standards.

* Managed multiple clients, contracts, employees, schedules, and priorities simultaneously.

* Developed strong sales, negotiation, communication, organization, and relationship-management skills through direct business ownership.

### Owner & Operator Professional Body Piercing Studio

**Canada 2000–2009**

* Founded and independently operated a successful customer-facing service business.

* Built a strong client base through referrals, reputation, personal service, and consistently positive customer experiences.

* Conducted client consultations to understand individual needs and recommend appropriate products and services.

* Managed appointments, client education, transactions, follow-up communication, and ongoing customer service.

* Explained procedures, products, aftercare requirements, and safety information clearly and professionally.

* Sold jewelry and aftercare products while managing inventory, purchasing, suppliers, and financial transactions.

* Developed long-term client relationships through trust, professionalism, personalized service, and attention to individual needs.

* Handled all aspects of business operations independently, including customer service, sales, scheduling, purchasing, and administration.

### Emergency Medical Technician / Paramedic

**Remote Northern Canada 2009–2016**

* Provided professional service and support to patients in remote communities and industrial work environments.

* Communicated calmly and clearly with individuals during stressful and time-sensitive situations.

* Assessed individual needs, gathered relevant information, prioritized concerns, and determined appropriate action.

* Communicated with physicians, nurses, emergency responders, patients, and multidisciplinary teams to coordinate care.

* Maintained detailed and accurate confidential records and documentation.

* Worked independently with significant responsibility and professional judgment in challenging environments.

* Coordinated emergency transportation and patient transfers, including air evacuation when required.

* Built a reputation for professionalism, reliability, sound judgment, and remaining calm under pressure.

## EDUCATION

### University of British Columbia (UBC)

**British Columbia, Canada**

**Biology Studies 3 Years Completed**

Completed university-level coursework developing a foundation in scientific principles, research, analysis, and critical thinking.

## PROFESSIONAL TRAINING

**Emergency Medical Services & Safety Training**

Extensive medical, safety, documentation, regulatory compliance, risk management, and emergency-response training required for industrial and remote paramedic work.

## TECHNICAL & REMOTE WORK SKILLS

* Microsoft Word and Excel

* Google Docs, Sheets, Gmail, and Drive

* Video conferencing and online communication platforms

* Online appointment and scheduling systems

* Digital record keeping and information management

* Online research and information gathering

* Troubleshooting common computer and internet issues independently

* AI tools including ChatGPT, Claude, and Gemini

* Quick to learn new software, platforms, procedures, and workflows

## INTERNATIONAL & COMMUNITY EXPERIENCE

* More than a decade of international living and travel experience across Asia and Latin America.

* Developed strong cross-cultural communication skills through working and interacting with people from diverse backgrounds.

* Volunteer experience supporting English language learning and community programs.

* Regular volunteer involvement with animal shelters and community organizations.

## PROFESSIONAL STRENGTHS

* Friendly, personable, and comfortable speaking with people

* Strong listener who focuses on understanding individual needs

* Highly self-motivated and comfortable working independently

* Organized and dependable with excellent follow-through

* Professional and calm when handling questions or concerns

* Adaptable and comfortable learning new systems and procedures

* Strong relationship-building and communication skills

* Comfortable working toward individual and team goals

## LANGUAGES

**English:** Native

**Spanish:** Conversational (currently improving)

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