BRYAN ROI DIANELA
Pasig
Summary
9+ Years of Customer Service/Escalations/Quality Analyst and Technical Support Experience - transitioning from customer-focused environment where skills in communication and issue resolution were developed. Developed knack for understanding client needs and providing tailored solutions in fast-paced setting. Looking to leverage these transferable skills in new field to drive positive outcomes and contribute to organizational success.
Overview
10
10
years of professional experience
8
8
years of post-secondary education
Work History
Senior Escalations Representative
Wells Fargo Philippines
Taguig City
02.2024 - Current
- Research and Resolve complaints by utilizing all resources available including but not limited to contacting other department or line of businesses involved in a complaint
- Complete and resolve up to 30 Small Business Executive Office Complaints per month within dedicated deadlines - usually 10 business days
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
Quality Officer
TDCX
Mandaluyong City
02.2020 - 02.2024
- Quality Office/Quality Assurance
- Audit up to 12 calls and cases per day as handled and worked on by Agents - ensures compliance with industry regulations and standards by maintaining up-to-date knowledge of best practices and participating in relevant training programs.
- Conduct meetings with lead to discuss agents' performances once a week
- Weekly meeting with Operation Leads to discuss Wins and Opportunities of their agents once a week
Subject Matter Expert - Floor Support
TDCX
Mandaluyong City
10.2019 - 02.2020
- SME - Floor Support
- Answer agents' questions real-time in order for them to assist customers
- Dedicated to 1 Team consisting of 10-12 members
- Facilitate meeting with Teams especially the ones without Team Leads
- Creates End of Day reports for Management Monitoring
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
Customer Experience Specialist
TDCX
Mandaluyong City
08.2018 - 10.2019
- Assist users with complaints and questions, provide account owner information about listings and services, payment and payout process
- Managed approximately 20 incoming calls, emails per day from customers
Assistance Desk
Convergys Philippines
Makati City
05.2016 - 06.2018
- SME (Subject Matter Expert) - Part of Support Team
- Ensuring proper resolution will be provided for supervisory/managerial calls
- Handles office of the president escalations
- Coaching task for agents who needs guidance to avoid escalations
- Officer in charge in case direct manager will be unavailable
- Managed approximately 15-20 incoming escalations calls
Technical Support Associate
Convergys Philippines
Makati City
04.2015 - 05.2016
- Troubleshooting technical problems and issues
- Determines technical solution in accordance with product and customer specifications
- Recommends actions to company or customer representatives for coordinative product solution
- Managed approximately 25 incoming calls per day all related to troubleshooting internet, phone and TV services
Education
Bachelor of Science - Information Technology, Web Development
Pasig Catholic College
Pasig City 01.2011 - 01.2015
High School Diploma -
Rizal High School
Pasig City, Philippines 01.2007 - 01.2011
Skills
Customer support
Technical troubleshooting
Complaints
Quality processes
Timeline
Senior Escalations Representative
Wells Fargo Philippines
02.2024 - Current
Quality Officer
TDCX
02.2020 - 02.2024
Subject Matter Expert - Floor Support
TDCX
10.2019 - 02.2020
Customer Experience Specialist
TDCX
08.2018 - 10.2019
Assistance Desk
Convergys Philippines
05.2016 - 06.2018
Technical Support Associate
Convergys Philippines
04.2015 - 05.2016
Bachelor of Science - Information Technology, Web Development
Pasig Catholic College
01.2011 - 01.2015
High School Diploma -
Rizal High School
01.2007 - 01.2011
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