Errol Dumalasa
Account Support And Retention
Cainta Rizal
Summary
Accomplished Customer Service Leader with over a decade of experience in fast-paced service environments. Proven track record of enhancing customer satisfaction and team performance through effective communication, problem-solving, and strategic leadership. Skilled in mentoring staff, streamlining service operations, and implementing customer-centric solutions. Passionate about driving business growth by fostering a culture of continuous improvement and excellence. Eager to bring strong leadership and customer service expertise to a dynamic new role.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
Work History
Account Support and Retention
VGW
05.2021 - Current
- Build and maintain strong, positive relationships with Global Poker players.
- Act as main point of contact for player inquiries, concerns, escalations and retention
- Proactively engage with players to understand their needs and ensure overall satisfaction with Global Poker's products and services.
- Collaborate with internal teams to address client issues and ensure timely resolution.
- Develop and implement retention strategies to minimize client churn and maximize customer lifetime value.
- Analyze client usage data and feedback to identify potential issues and areas for improvement.
- Design and execute targeted campaigns to encourage client loyalty and engagement.
Operations Manager
RNR Digital Consultancy
12.2017 - 03.2020
- Oversee day-to-day administrative and operational functions of the business
- The company is a start up so I had to do multiple roles such as payroll, recruitment and operations.
Community Operation Specialist
Uber
08.2016 - 12.2017
- Create an inspiring team environment with an open communication culture
- Set clear team goals
- Oversee day-to-day operation
- Monitor team performance and report on metrics
- Discover training needs and provide coaching.
Help Desk
IBEX Global
01.2014 - 08.2016
- Respond to requests for technical assistance, via phone, electronically
- Research questions using available information resources
- Follow standard help desk procedures
- Log all help desk interactions
- Redirect problems to correct resources
- Identify and escalate situations requiring urgent attention.
Customer Service Representative
Aditya Birla Minacs
05.2011 - 07.2012
- Responsible for handling inbound queries and providing resolutions to issues of wireless mobile phone subscribers, both prepaid and postpaid.
Technical Support Leader
SITEL
08.2008 - 05.2011
- Responsible for improving the team and facilitating the communication among the team members
- Perform the tasks of monitoring, organizing, and coaching team on a daily basis
- Handle responsibilities of communicating the company's purpose, core values, vision to the front employees
- Identify new ways to increase the opportunities of sales and service
- Handle escalated calls, complaints, questions, and queries, as required
- Facilitate cross-functional communication within employees to improve the working environment
- Draft general reports on performance and targets of team members as well as ensure that they exceed the targets.
Technical Support
Sykes Asia
10.2006 - 07.2008
- Provide excellent technical support service
- Process sales order via phone
- Provide product information and services
- Handle customer inquiries and complaints
- Process replacement for equipment and parts.
Education
Bachelor in Science and Interior Design / Major in Fine Arts -
Polytechnic University of The Philippines (PUP)
Manila, Philippines 06.2003 - 03.2005
High School Diploma -
Sta Lucia High School
Pasig City, Philippines 06.1999 - 03.2003
Skills
Excel spreadsheets
undefinedCertification
Leadership - Practical Leadership Skills
Timeline
Leadership - Practical Leadership Skills
03-2024
Management Coaching - Coaching Employees for High Performance
03-2024
Management Skills - Team Leadership Skills Masterclass
03-2024
Account Support and Retention
VGW
05.2021 - Current
Operations Manager
RNR Digital Consultancy
12.2017 - 03.2020
Community Operation Specialist
Uber
08.2016 - 12.2017
Help Desk
IBEX Global
01.2014 - 08.2016
Customer Service Representative
Aditya Birla Minacs
05.2011 - 07.2012
Technical Support Leader
SITEL
08.2008 - 05.2011
Technical Support
Sykes Asia
10.2006 - 07.2008
Bachelor in Science and Interior Design / Major in Fine Arts -
Polytechnic University of The Philippines (PUP)
06.2003 - 03.2005
High School Diploma -
Sta Lucia High School
06.1999 - 03.2003
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