Front Desk Customer Service

PAOLO M. ROSAL

**** ****** ****, **********, **, 95822 • Mobile: 347-***-**** • *****.*******@*****.*** • Skype: pmrosal Innovative Learning & Development Professional with 20 years of success implementing strategic improvements for workforce development in various organizations. Strong understanding of HR-Training Functions, with the ability to evaluate processes and recommend cost-effective solutions to increase productivity.

CORE COMPETENCIES

20 YEARS in Training Management Bachelor’s Degree IT/Hotel Management Sales & Customer Service Organizational Dev’t Succession Planning Six Sigma HR & Business Analysis DevOps PROFESSIONAL EXPERIENCE

Quality Inn Convention Center Hotel Med Park (Sacramento, CA) – Hotel Front Desk Associate (10/2022 – present)

Receives and greets customers immediately at the front desk with a friendly and sincere welcome

Confirms phone and online reservations

Registers and assigns rooms to guests

Responds to guest needs, requests, and complaints

Manages collection of payments from departing guests

Manages documentation of all record of occupied rooms and guests via the Choice Advantage site Capital Network Solutions – IT Project Coordinator (05/2023 – 09/2023)

Managed projects which focused on IT planning and support

Coordinated with vendors and Site Managers in setting up light-up activities for new sites: developing cabling/electrical layouts, planning internet circuits/WiFi, allocating network equipment, printers and phone systems

Coordinated IT Troubleshooting, printer setups, phone systems, hosted applications, routers and switches

Coordinated with Property Managers and handled lease agreements to facilitate new site assessments for network set-up’s

Managed troubleshooting issues related to Internet connectivity, hardware and software, operating systems & data security management Mann Lake LTD. – IT Technician Lead (05/2022 – 05/2023)

● Managed the installation and maintenance of technical systems

● Coordinated with local vendors and contractors for site compliance, server maintenance, and troubleshooting of IT infrastructure devices

● Managed troubleshooting issues related to Internet connectivity, hardware and software, operating systems & data security management

● Managed logistics and product sales via Netsuite and Shiphawk applications

● Managed processing of customer orders and inquiries to ensure customer satisfaction and retention Advanced Call Center Technologies, LLC – IT Technician Lead (Supervisor) (07/2020 – 05/2022)

● Managed local IT Technician Team of 5 Tier-2 Technicians for ACT’s Carmichael site

● Set up and managed the Call Center IT infrastructure for Bank of America’s Prepaid EDD Account expansion

● Coordinated with local vendors and contractors for Site Compliance, Server Maintenance, and troubleshooting of IT infrastructure devices

● Troubleshot IT related issues at the desktop level and assisted other IT teams as directed

● Provided PC desktop hardware, software, application and local network connectivity support

● Documented all internal site hardware/software/licensing at the desktop level

● Managed the UPS Shipping logistics of IT equipment to be sent out to 200 Work-from-Home Managers/Agents

● Provided Tier 2/Helpdesk Support and Conducted virtual Tech Set-up training sessions t0 all WFH Employees II First Position Held: Customer Service Representative (3/2020 - 07/2020) o Handled inbound calls and managed IT concerns and funds transfers for Bank of America’s Prepaid EDD consumers o Provided active listening and helpful resolutions to BOA consumers’ long term concerns EdgeCore Business Solutions – Senior Training Manager (06/2018 – 02/2020)

● Headed the Training Department and led a team of 2 Supervisors and 3 Trainers

● Rolled-out Leadership/Technical Training programs to 250 agents working for various Lines of Businesses

● Conceptualized the “Learning Academy,” and implemented a Succession Planning program for Management/Entry Level staff

● Facilitated HR Corporate Strategy sessions and re-aligned performance scorecards for employees

● Assisted HR in the Onboarding process by interviewing New Hire applicants, and conducting New Hire Orientation

● Implemented & reinforced HR Policies & Procedures via Virtual & Face-to-Face huddles, Memo’s and Business Correspondences Incenter Solutions LLC, (BPO for Mortgage Financing) – Training Manager (09/2017 – 05/2018)

Headed the Training Department with 7 Training Specialists and equipped them with “Foundations/Train-the-Trainer” skills

Rolled-out Leadership/Technical Training programs to 150 agents working for Bank of America’s Lines of Businesses

Coordinated with HR and implemented a Succession Planning Program to the whole Organization

Conceptualized and implemented an Employee Development program to foster Career Advancement & a Learning Organization

Evaluated performance via Six Sigma (SIPOC, Pareto, DPMO Analysis) and made recommendations to meet the Service Level Paolo M. Rosal (*****.*******@*****.***) Page 2

Teleperformance Call Center - Case Management & Financial Specialist (02/2015 – 01/2017)

● Provided online banking & financial consultation services for USAA, the Financial Sector of the US Military & Armed Forces

● Assisted Operations by recommending best practices for agents to better interface with customers

● Assisted members real-time with daily concerns regarding their Deposit Transactions for better financial management

● Managed products of USAA members such as Certificate of Deposits, IRA’s, Homeowner’s & Auto Insurance, Consumer Loans

● Assisted Gold members and facilitated transfer of funds within banking institutions Optum Call Center (Catamaran) - Pharmacy Benefits Specialist (06/2014 – 02/2015)

Managed coordination between participating pharmacies and prescription administrators to better serve customers

Assisted Operations in accommodating formulary-status concerns for Commercial Sales and Customer Service.

Assisted customers in Care/Disease Management with benefit questions and prior authorization requirements

Monitored and reviewed drug utilizations aligned with co-pay structures

Managed online services to better accommodate customers on pharmacy benefits LCC Retail Group - OD and Training Consultant (06/2010 – 03/2014)

Headed the Training Department with 5 Training Specialists and equipped them with “Foundations/Train-the-Trainer” skills

Rolled-out Leadership/Technical Training programs to all 3000 employees from all 45 LCC branches in the region

Assisted the Organizational Dev’t team with training schedules for proper roll-out of Corporate Training to all employees

Streamlined processes, created and facilitated Learning Modules for all Management/Entry Level Staff of key Strategic Business Units

Conducted Succession Planning and Management Dev’t Programs for all LCC’s 3,000 employees Concentrix Call Center - Sales Training Manager (06/29/2009 – 05/2010)

Headed the Training team of 5 Sales Trainers and mentored them with “Foundations/Train-the-Trainers” skills

Rolled-out Leadership/Technical Training programs to all 350 agents from all 3 branches of Concentrix

Solidified a Foundations/Sales Program and delegated Trainers to roll out the program to all sales agents

Increased sales conversion rates from 22% to 68% based on effective implementation of recommended Training programs

Assisted the Organizational Dev’t team and facilitated modules on “Power Habits” and “Conflict Management”

Piloted and Facilitated a Leadership Module called, “Coaching for Sales” for Supervisors IBM Call Center - Training Manager (06/2005-02/2008)

Managed a team of 10 Product Support Trainers and equipped them with proper “Foundations/Train-the-Trainer” skills

Organized logistics of Training classes, and transitioned agents to Nesting and Production with the coordination of Operations

Rolled-out Leadership/Technical Training programs to all 1300 agents from all assigned IBM accounts (Thomson Electronics – 01/2006; Home Depot – 01/2007; Sprint-Nextel – 04/2007)

Managed Scorecards of Trainers and provided Coaching & Feedback

Completed Six Sigma certification, and got certified to conduct Program-Specific Training and transition programs for the Call Center

Managed Training programs for IBM’s “School of Excellence” division (Coaching and Feedback, Business Presentation Skills)

Calibrated team metrics and best practices with Clients, and increased SLA conversion in agent performance (73% - 87%) EDUCATION

Masters in Business Administration, Regis Program

Earned 36 units at Ateneo De Manila University, Manila-Philippines, April, 2003 - present AB in Humanities with a Specialization in Communication Arts Graduated at University of Asia and the Pacific, Manila-Philippines, 1989-1993 High School Diploma

Graduated at Colegio San Agustin, Manila-Philippines, 1986-1989 CERTIFICATION COURSES

Data Science Masters Program

Edureka, California, USA, July 31, 2021 – present

DevOps Post Graduate Program

Caltech University, California, USA, May 01, 2023 - present IT TOOLS - SOFTWARE & HARDWARE MANAGED: Active Directory, DUO, Director, Sharepoint, Footprints, Powershell, Avaya One-X, Avaya 1608’s, VNC/Remote Desktop, IPV4 Bootstrap-Imaging System, VISA (PAS), Cisco, Fortinet Client, Citrix, Encore Analytics, Alcatel POE Switches, HP G2 Mini’s, Dell Mini Optiplex’s, Lenovo Ideapad, UPS World Ship App, NCentral, ConnectWise, Meraki MX Series Switches, Cradlepoint Access Points, APC Units LMS Systems/Platforms/Tools & IDE’s Oracle Netsuite, Shiphawk, Avaya Spaces, Microsoft Teams, Zoom, Webex, Sharepoint, Quizziz, MS Office Suite, SIPOC, Tableau, Jupyter, RStudio, Visual Studio, Pycharm, AWS, Jenkins, Docker AWARDS AND RECOGNITION

Certification of Recognition (Thomson), “For outstanding contribution and support to Training,” IBM, Nov. 2006

Certificate of Recognition (MCI),“For outstanding contribution and support to Training,” Client Logic, 2005

Certification of Recognition, Intermediate Six Sigma Course, IBM, 2006

Certification of Achievement, PGP – DevOps Certification Training, Caltech University (Simplilearn), July 19, 2023 ELIGIBILITY Born in Manila, Philippines, on August 30, 1971, speaks fluent English & Filipino, workaholic, bookworm, A “Stephen R. Covey” disciple, music-lover, non-smoker, US Citizen, AVAILABLE FOR TRAVEL, school certificates available upon request.

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