Angelica C. Rosete
Customer Operations Associate
Cordon,ISA
Summary
Diligent Customer Operations Associate with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Foundever Asia Inc.
Makati City, Metro Manila, Philippines
08.2022 - Current
- Provides comprehensive inbound and outbound customer support via live chat, email, and phone, resolving an average of 70 inquiries daily with a 90% first-contact resolution rate.
- Manages social media presence for a key client across platforms like Facebook and Instagram, increasing audience engagement by 25% through strategic content creation and community interaction.
- Identifies and reported an average of 20+ potential phishing emails weekly, safeguarding client data and mitigating security risks by 100%.
- Conducts thorough user verification processes for over 50 new accounts daily, ensuring compliance with KYC regulations and preventing fraudulent activities.
- Resolves complex customer complaints, achieving a 92% resolution rate and restoring customer trust through empathetic communication and effective problem-solving
- Conducts outbound telemarketing calls to prospective clients
- Performs quality assurance audits on colleagues' output, identifying discrepancies and ensuring adherence to company standards and process guidelines.
Customer Service Representative (Call Center Agent)
Alorica Teleservices, Inc.
12.2020 - 04.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Office Staff - AutoCAD Operator
HRD Singapore Pte. Ltd.
07.2020 - 12.2020
- Enhanced project efficiency by creating and updating AutoCAD drawings for various engineering projects.
Sales Consultant
Hyundai Santiago City
04.2019 - 03.2020
- Showcased the dealership's vehicles and explains their features and warranties to customers.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
Client Service Associate
BDO Unibank Inc.
08.2014 - 02.2018
- Provided service to clients by transacting cash deposits, loan payments, cashing checks and issuing savings withdrawals.
- Conducted cash consolidation on a daily basis, prepared daily branch reports, and reconciled transactions according to the bank's procedures
- Ensured timely processing of transactions, reducing errors and improving overall client satisfaction levels.
Kaizen Staff
Toyota Isabela, Inc.
05.2013 - 08.2014
- Collaborated with colleagues on various projects, sharing knowledge and expertise while working together towards common objectives.
College Instructor
University of La Salette
06.2012 - 03.2013
- Provided learning instruction Business Administration subjects to college students.
Education
Bachelor of Science in Business Administration - Major in Management Accounting
University of The East
04.2008 - 01.2012
Teacher Certificate Program - Education
University of Santo Tomas
04.2001 -
Skills
Customer service
Active listening
Product knowledge
Call management
Complaint resolution
Data entry
Call center experience
Customer relations
Team collaboration
Computer proficiency
Complaint handling
Live chat support
Report generation
International sales support
Problem-solving
Certification
Civil Service Commission, 85.22%, Professional Eligibility
Trainings And Seminars
- AutoCAD Encoding, Processes and Rulings, 07/01/20
- Providing Customer Satisfaction and Handling Customer's Concerns, 05/01/20
- Banking and Financial Procedures, 08/01/14
Timeline
Customer Service Representative
Foundever Asia Inc.
08.2022 - Current
Customer Service Representative (Call Center Agent)
Alorica Teleservices, Inc.
12.2020 - 04.2022
Office Staff - AutoCAD Operator
HRD Singapore Pte. Ltd.
07.2020 - 12.2020
Sales Consultant
Hyundai Santiago City
04.2019 - 03.2020
Client Service Associate
BDO Unibank Inc.
08.2014 - 02.2018
Kaizen Staff
Toyota Isabela, Inc.
05.2013 - 08.2014
College Instructor
University of La Salette
06.2012 - 03.2013
Bachelor of Science in Business Administration - Major in Management Accounting
University of The East
04.2008 - 01.2012
Teacher Certificate Program - Education
University of Santo Tomas
04.2001 -