IRISH ROSETE
Quezon City,Metro Manila
Summary
Customer Service Representative with strong ability to resolve customer issues and provide exceptional support. Consistently delivers positive interactions, contributing to customer loyalty. Strong communication skills coupled with empathetic approach, fostering trust and satisfaction. Proven ability to work collaboratively within teams, enhancing service delivery and operational efficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
Unify CX
10.2022 - 01.2026
- Evaluated over 50 daily customer interactions to ensure accuracy, clarity, and quality of responses.
- Identified errors and improved response quality, contributing to higher customer satisfaction.
- Analysed trends and provided actionable insights to improve service performance.
Customer Service Representative
Unify CX
11.2021 - 10.2022
- Managed high-volume customer inquiries, ensuring timely and accurate responses.
- Created and categorised service tickets to maintain an organised workflow.
- Resolved customer concerns efficiently while maintaining a positive experience.
E-commerce Virtual Assistant
OnlineJobs.ph
05.2021 - 10.2021
- Responded to customer enquiries via email and chat regarding products, and orders.
- Assisted customers in identifying the correct products based on their needs.
- Maintained product listings and supported daily e-commerce operations.
Customer Service Specialist
Optum Global Solutions
10.2020 - 04.2021
- Managed member accounts, claims, and documentation with accuracy and confidentiality.
- Resolved billing and coverage concerns while meeting strict compliance standards.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
Account Associate
VXI Global Holdings
07.2019 - 08.2020
- Assisted with billing coordination and customer concerns.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Provided after-sales support, including troubleshooting and advice, to ensure customer satisfaction and loyalty.
Customer Service Agent
Alorica Teleservices Inc.
09.2017 - 06.2019
- Provided technical and order support across multiple channels.
- Assisted customers with product-related questions, feedback and complaints.
- Maintained up-to-date knowledge of company products, services, and policies to provide accurate information to customers.
Education
Bachelor of Secondary Education - Major in English
Bestlink College of the Philippines
Novaliches, Quezon City01-2017
Skills
- Customer relationship management
- Data analysis
- Quality assurance
- Workflow organization
- Ticketing systems
- Order management
- Technical troubleshooting
- Account management
- Problem solving
- Active listening
- Time management
- Multi-tasking
- Problem solver
- Written and verbal communication skills
- Adaptable communication
Website
https://irishrosete-portfolio.my.canva.site/ir
Tools & System
- Google Workspace
- Microsoft Excel
- Slack
- Microsoft Teams
- Zoom
- Gmail
- Outlook
- Amazon Seller Central
- Trello
- Notion
- CRM & Helpdesk Tools
- KPI Monitoring & Reporting
Certification
- General Virtual Assistant Certified
- Licensed Professional Teacher-2022
Timeline
Quality Assurance Analyst
Unify CX
10.2022 - 01.2026
Customer Service Representative
Unify CX
11.2021 - 10.2022
E-commerce Virtual Assistant
OnlineJobs.ph
05.2021 - 10.2021
Customer Service Specialist
Optum Global Solutions
10.2020 - 04.2021
Account Associate
VXI Global Holdings
07.2019 - 08.2020
Customer Service Agent
Alorica Teleservices Inc.
09.2017 - 06.2019
Bachelor of Secondary Education - Major in English
Bestlink College of the Philippines