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JAN KAROL RODRIGUEZ
Service Specialist/QA Lead
Manila
Summary
Dedicated service-focused professional with a proven track record in customer support and service roles. Extensive experience in managing customer interactions and efficiently resolving issues to ensure a positive experience for all clients. Strong emphasis on team collaboration and adaptability, complemented by essential skills in effective communication and innovative problem-solving. Committed to delivering exceptional service and fostering lasting relationships with customers.
Overview
14
14
years of professional experience
1
1
Language
Work History
SAP FI Consultant
Msg Global Solutions Philippines, Inc.
08.2025 - Current
- Oversee daily SAP system operations, ensuring all transactions are processed successfully and troubleshooting any technical bottlenecks
- Execute quarterly financial reconciliations, validating report accuracy and maintaining data integrity across the platform
- Reduced month-end closing timeframes by automating key financial processes using advanced SAP FI functionalities.
Shift Supervisor / QA Lead / SAP MDM Support
Msg Global Solutions Philippines, Inc.
08.2016 - 07.2025
- Tickets Analysis and Dispatch
- Process incoming requests/emails and tickets
- Create tickets for requests received via email and phone
- Create accumulative tickets on a monthly and weekly basis
- Update tickets with new information
- Coordination and Monitoring
- Monitor SLA for open and un-dispatched ticket ensure that initial reaction time is met
- Inform consultants and Managers of urgent and high visible tickets and make sure that said tickets are processed
- Process Compliance
- Assist consultants on any process-related questions and concerns
- Master Data Maintenance Support
- Set up new customer and create a corporate account
- Update on all Master Data request
- Shift Lead
- Streamlined internal resolutions to increase efficiency for team members, including quality assurance and conducts peer coaching and training
- Delegate tasks appropriately, make sure that work flow and progress is supervised and feedback is given in timely, constructive manner
Quality Analyst | Back-office
Sykes Asia Inc.
06.2012 - 08.2016
- Quality Assurance tasks
- In-charge in daily auditing and monitoring of agent’s processes and making daily reports. Handling 3 teams with the total of 30 agents.
- Also responsible on coaching agents on how to improve their tasks and creating checklist and tracker.
- Assisting Team Supervisor on handling agents (reports, coaching, evaluating, etc.)
- Back-office support
- Responds to incoming emails and responds to customer’s concerns in accordance with the set standard procedures of the department.
- Input and maintain customer account information and records
- Process billing and financial services.
Education
Diploma - Information Communication Management Technology
Polytechnic University of the Philippines
Sta. Mesa, Manila05-2012
Secondary - undefined
The National Teachers College
Quiapo, Manila03-2009
Skills
Good in oral and written communication
Proficiency in Microsoft Office (Word, Excel &, PowerPoint)
Interests
Personal Information
- Father's Name: Esmeraldo A. Rodriguez
- Mother's Name: Sylvia S. Rodriguez
- Date of Birth: July 24, 1993
- Marital Status: Single
- Religion: Roman Catholic
On The Job Trainings
- Polytechnic University of the Philippines, University Information System – Network Operations Center, 2010-04-01, 2010-05-31, 300 hours
- Lands Management Bureau, Lands Administration Utilization Division, 2011-04-01, 2011-05-31, 100 hours
- SPi Global CRM Inc., Human Resources Department, 2011-11-01, 2012-03-31, 500 hours
Trainings And Seminars
- PUP Technology Festival, 2011-11-01, PUP Main Campus, Sta. Mesa, Manila
- Tech Tutor II, 2010-09-01, Megatrade Hall 1, Pasig City
- Tech Tutor III, 2011-10-01, Megatrade Hall 1, Pasig City
TRAININGS AND SEMINARS
- PUP Technology Festival
- November 2011
- PUP Main Campus, Sta. Mesa, Manila
- Tech Tutor II
- September 2010
- Megatrade Hall 1, Pasig City
- Tech Tutor III
- October 2011
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
SAP FI Consultant
Msg Global Solutions Philippines, Inc.
08.2025 - Current
Shift Supervisor / QA Lead / SAP MDM Support
Msg Global Solutions Philippines, Inc.
08.2016 - 07.2025
Quality Analyst | Back-office
Sykes Asia Inc.
06.2012 - 08.2016
Secondary - undefined
The National Teachers College
Diploma - Information Communication Management Technology
Polytechnic University of the Philippines