Summary
Overview
Work History
Education
Skills
Timeline
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Joh Alexis De La Rosa

Joh Alexis De La Rosa

Customer Service Representative
Talisay City

Summary

Customer Service and Technical Support Specialist with over 7 years of experience across e-commerce, food delivery platforms, payroll software, and digital services. Skilled in handling escalations, troubleshooting complex issues, and delivering high-quality customer support. Recognized for strong problem-solving abilities, leadership, and building positive client relationships.

Overview

10
10
years of professional experience
3
3
years of post-secondary education

Work History

Customer Service Representative

Azpired Inc
01.2016 - 03.2017
  • Handled customer orders, refunds, cancellations, and store coordination for a US-based online sports apparel shop.
  • Promoted to Subject Matter Expert (SME) after 10 months to assist and mentor new agents, evaluating their performance weekly.
  • Assigned to Escalation Team, managing complex cases and supervisory calls to ensure customer satisfaction.

Technical Support Representative

Convergys
09.2017 - 03.2018
  • Assisted clients in troubleshooting payroll software, resolving discrepancies, and managing tax forms.
  • Provided clear guidance on payroll processes, social security, and Medicare contributions.

Customer Service Representative/Backoffice Support

Sykes Asia
06.2018 - 04.2022
  • Supported customers of a UK-based online food app via chat and voice. Assisted with orders, refunds, cancellations, and delivery concerns.
  • Provided partner support by troubleshooting order pad machines and resolving payment issues.
  • Transitioned to back office support, creating and updating menus for restaurant partners, including seasonal updates for Papa John’s across all branches.

Content Moderator

Alorica
08.2022 - 03.2023
  • Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
  • Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.

Technical Support Representative

Amazon PH
05.2023 - 09.2023
  • Delivered outstanding technical support for Amazon devices and digital services (Kindle, Echo, Amazon Music).
  • Investigated and resolved complex customer queries with a focus on efficiency and customer satisfaction.

Customer Service Representative

HelpGrid
10.2023 - 07.2025
  • Responded to customer requests for products, services, and company information.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

Education

Bachelor of Science - Information Technology

Misamis University
Ozamiz City, Misamis Occidental
06.2011 - 10.2014

Skills

    Customer Service & Escalations

    Technical Troubleshooting

    Content Moderation & Compliance

    Back Office & Process Support

    Leadership & Team Mentoring

    Time Management & Multitasking

    Strong Verbal & Written Communication

Timeline

Customer Service Representative

HelpGrid
10.2023 - 07.2025

Technical Support Representative

Amazon PH
05.2023 - 09.2023

Content Moderator

Alorica
08.2022 - 03.2023

Customer Service Representative/Backoffice Support

Sykes Asia
06.2018 - 04.2022

Technical Support Representative

Convergys
09.2017 - 03.2018

Customer Service Representative

Azpired Inc
01.2016 - 03.2017

Bachelor of Science - Information Technology

Misamis University
06.2011 - 10.2014

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Joh Alexis De La RosaCustomer Service Representative