Summary
Overview
Work History
Education
Skills
Timeline
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Emily Rosales

Emily Rosales

Customer Service Specialist/ Technical Support Representative/ Sales Support Expert
Visayas, Negros Occidental, Sagay City, Poblacion I (Barangay 1)

Summary

Dynamic Technical Support Representative with a proven track record at Concentrix, excelling in technical troubleshooting and customer service. Adept at resolving complex issues, enhancing user satisfaction, and fostering client loyalty through empathetic communication. Recognized for maintaining productivity while managing multiple priorities, showcasing both technical proficiency and strong interpersonal skills.

Overview

8
8
years of professional experience

Work History

Technical Support Representative

Concentrix
07.2023 - 02.2025
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.


Customer Service Representative

Iqor Philippines
10.2021 - 10.2023
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Billing Service Representative

Results CX
10.2019 - 10.2023
  • Worked closely with clients to negotiate payment plans during periods of financial hardship, preserving client relationships while still ensuring company revenue goals were met.
  • Streamlined dispute resolution processes, effectively addressing client concerns and ensuring timely payments.
  • Provided support during annual budgeting exercises, offering insights into historical billing trends and potential future revenue streams based on current contracts or proposals under consideration.
  • Maintained excellent working relationships with cross-functional teams such as Sales, Finance, and IT, enabling smooth collaboration on billing-related projects or initiatives.

Virtual Assistant

AMG Transcend Call Center
04.2017 - 12.2019
  • Monitored emails, organized inbox, and prioritized messages for supervisor.
  • Set up virtual Zoom meetings, invited guests and disseminated agendas.
  • Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
  • Conferred with customers by telephone, chat or email to provide information.
  • Answered and screened calls to provide information, schedule appointments and take detailed messages.
  • Ensured client deliverables were met on time by closely monitoring deadlines and coordinating task completion across teams.
  • Enhanced client satisfaction by efficiently managing and organizing schedules, appointments, and travel arrangements.
  • Maintained a well-organized database system for improved information accessibility in daily operations.
  • Managed multiple priorities effectively under tight deadlines while remaining detail-oriented throughout each task.
  • Upheld the highest standard of confidentiality when handling sensitive information related to clients'' personal or business affairs.

Billing and Repair Service Representative

Transcom Worldwide
02.2019 - 10.2019
  • Maintained productivity and quality standards at all times.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Participated in ongoing training programs to stay abreast of industry trends, emerging technologies, and best practices within the field of customer service.

Education

GED -

Sagay City Youth Technology Center
Sagay, Province Of Negros Occidental, Philippines
04.2001 -

Bachelor of Science - Business Administration And Management

Northern Negros State College of Science And Techn
Sagay, Province Of Negros Occidental, Philippines
04.2001 -

Skills

Technical support

Timeline

Technical Support Representative

Concentrix
07.2023 - 02.2025

Customer Service Representative

Iqor Philippines
10.2021 - 10.2023

Billing Service Representative

Results CX
10.2019 - 10.2023

Billing and Repair Service Representative

Transcom Worldwide
02.2019 - 10.2019

Virtual Assistant

AMG Transcend Call Center
04.2017 - 12.2019

GED -

Sagay City Youth Technology Center
04.2001 -

Bachelor of Science - Business Administration And Management

Northern Negros State College of Science And Techn
04.2001 -

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Emily RosalesCustomer Service Specialist/ Technical Support Representative/ Sales Support Expert