Dale Daryl Rosalem
Summary
Career-oriented professional with 15+ years of customer service experience across phone, email, and chat channels. Expertise in troubleshooting, conflict resolution, and delivering empathetic, customer-focused solutions. Background in travel, sales, and technology, with consistent success in surpassing performance targets and driving customer satisfaction.
Overview
16
16
years of professional experience
Work History
Customer Experience Specialist
Outdoorsy, Inc
Dallas, TX, USA (Remote)
11.2020 - 09.2025
- Tracking customer experiences across online and offline channels, devices, and touchpoints.
- Collaborating with IT developers, as well as the production, marketing, and sales teams, to enhance customer services and brand awareness.
- Aligning customer experience strategies with marketing initiatives, as well as informing customers about new product features and functionalities.
- Identifying customer needs and taking proactive steps to maintain positive experiences.
- Responding to reviews posted by customers in public channels such as Google Business, BBB, Trustpilot, Google Play, and App Store, and following up with them in a timely and effective manner via phone and email.
- Performing product tests and facilitating improvements.
- Documenting processes and logging technical issues, as well as customer compliments and complaints.
Customer Support Specialist
Outdoorsy, Inc
Dallas, TX, USA (Remote)
07.2019 - 11.2020
- Provide exceptional customer service by interacting with customers via phone, email, and chat to resolve their inquiries.
- Work proactively with other team members to find resolutions to customer requests.
- Understand client pain points, communicate their concerns internally, and influence the product.
- Use product expertise to collaborate with and help other teams.
- Create and maintain helpful documentation for use by the customers and Customer Experience team.
Senior Customer Care Executive
EXL Service Philippines (American Express Global Business Travel)
Manila, Philippines (On-Site)
01.2012 - 03.2019
- Booked client's travel reservations (flight, hotel, car rental, rail) using Apollo Global Distribution System.
- Provides online navigation assistance to customers in booking their travel reservations using an online booking tool.
- Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
- Maintains and improves quality results by adhering to standards and guidelines.
- Maintains communication equipment by reporting problems.
- Conduct process training classes for newly hired employees.
- Assists and coaches new customer service representatives during their training and onboarding.
- Contributes to team effort by accomplishing related results as needed.
Travel Sales Representative
Aegis PeopleSupport (Expedia Sales)
Manila, Philippines (On-Site)
12.2009 - 01.2012
- Booked customer travel reservations (flight, hotel, car rental, activities) using a web-based reservation platform.
- Meet the target sales by providing tailored fit offers to customers and world-class customer service.
- Set and review sales goals with the team.
- Resolves customer complaints by investigating problems, developing solutions, and preparing reports.
- Maintains and improves quality results by adhering to standards and guidelines.
- Maintains communication equipment by reporting problems.
- Assists and coaches newly hired sales agents during their training classes and onboarding.
- Contributes to team effort by accomplishing related results as needed.
Software Engineer
Netflex Technologies Corporation
Pagadian City, Philippines (On-Site)
05.2009 - 11.2009
- Setting up the standards of the user interface of the company's web-based applications.
- Work with the team to develop LGU Solutions - a web-based application tool to assess real property tax and generate community tax certificates, reports of business institutions, and constituents in local government units.
- Create the database schema of Lending Solutions, a web-based application that is marketed to financial institutions to help manage their lending business, providing earning estimates, company fundamentals, and real-time notes.
- Work as a team leader to design the graphic version of the binary tree of a networking business site and generate earning reports of the downlines and uplines.
- Evaluate and do the testing of software applications to develop the look and functionality to meet the client's needs.
Education
Bachelor of Science - Information Technology
Mindanao State University - Iligan Institute of Technology
Iligan City, Philippines04-2009
Skills
- Customer Support (Phone, Email, Chat)
- Outbound & Inbound Calling
- Sales & Upselling Techniques
- Conflict Resolution & Objection Handling
- Travel Reservations/Itinerary Management
- CRM Tools (Zendesk, Kustomer)
- Microsoft Office Suite (Word, Excel)
- Google Workspace (Docs, Sheets, Gmail)
- Web Development (HTML, PHP, JavaScript)
- Database Management (SQL, MySQL)
References
Staci Miller
Customer Experience and Resolutions Team Lead, Outdoorsy Inc.
Email: staci.holloway@gmail.com
Jaime Lee
Customer Experience Specialist, Outdoorsy Inc.
Phone: +1 (479) 414-1413
Timeline
Customer Experience Specialist
Outdoorsy, Inc
11.2020 - 09.2025
Customer Support Specialist
Outdoorsy, Inc
07.2019 - 11.2020
Senior Customer Care Executive
EXL Service Philippines (American Express Global Business Travel)
01.2012 - 03.2019
Travel Sales Representative
Aegis PeopleSupport (Expedia Sales)
12.2009 - 01.2012
Software Engineer
Netflex Technologies Corporation
05.2009 - 11.2009
Bachelor of Science - Information Technology
Mindanao State University - Iligan Institute of Technology