Customer Service Representative / BS Information Technology Graduate

Mark Andrew Rosacay Romena

*** ******* ******, ******* *

Quezon City

Mobile: 093******** / 091********

Email: ********@*****.***

ACCOMPLISHMENTS

. Top agent myVOC awardee.

WORK EXPERIENCE

Expert Global Solutions (November 2011 - April 2015)

2014- April 2015 TCC Expert (T-Mobile USA)

. Takes escalated calls - first line of defense for all escalated calls

and tasked to ensure end resolution especially for complicated

concerns.

. Handled a mini-team to meet and exceed business objectives, ensuring

that key financial, operational and quality metrics are consistently

achieved.

. Coach agents regarding their calls and give feedback (TCC training).

. Conducts side by side monitoring or live call monitoring as deemed

necessary.

. Implements long call intervention (process of validating agents'

capabilities to ensure issue resolution on first call) and takes over

the call when necessary.

. POC for operation if Team leader is on leave.

. Proven ability to complete multiple and complex tasks and manage time

efficiently.

. Effective and proficient in written and verbal communication skills

especially in English language, with probing and analytical expertise.

November 2011 Customer Service Representative (T-Mobile USA)

. Maintain performance metrics

. Deliver quality calls and high sales

TRAININGS

. Service to sales

. Delivering to the Customer Experience

EDUCATIONAL ATTAINMENT

Elementary: G.S.I.S Village Elementary School, 1997

High School: Ismael Mathay Sr. High School, 2003

College: Quezon City Polytechnic University, 2007

Degree: Bachelor of Science in Information Technology

SKILLS AND PERSONAL STRENGTHS

. Computer literate; Microsoft office

. Well rounded in the fields of customer service and inbound

. Fast-learner, can work and converse well with people

. Can work well with minimal supervision

. Goal oriented / results driven

. Command and leadership capabilities

. Has excellent typing skills

PERSONAL INFORMATION

Age: 24 years old

Date of birth: December 30, 1990

Gender: Male

Nationality: Born Again Christian

Marital status: Single

CHARACTER REFERENCE

Lowierey Soriano

Operations Manager

Expert Global Solutions (EGS)

092********

Camille Barroga

Team Manager

Expert Global Solutions

091********

Abigail Acosta

Senior Representative

Expert Global Solutions (EGS)

091********

Contact this candidate