John Edmil Arosa
Pasig, Metro Manila,00
Summary
Dynamic and results-oriented professional committed to leveraging functional skills to drive company goals and objectives. Eager to contribute effectively within team environments while enhancing operational efficiency. A proactive approach to problem-solving and collaboration ensures meaningful participation in organizational systems. Dedicated to continuous improvement and achieving excellence in all tasks undertaken.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Content Moderator
TaskUs
Antipolo, Rizal
03.2021 - Current
- Review and analyze user reports of abusive content found on platforms and decide, based on a preestablished set of rules and guidelines, whether a content should stay up or be removed from circulation.
Customer Experience Associate
Booth and Partners
Makati City
09.2020 - 11.2020
- Assist customers through Zendesk ticketing with their account-specific inquiries.
Customer Care Representative
Startek
Pasig City
12.2019 - 08.2020
- Vodafone - Assist customers over the phone in processing and answering sim requests and inquiries; such as top up, sim activation, account records, etc. (PayG - Pre-paid subscription).
- Charter, Spectrum - Assist customers over the phone in bills discussion and payments, add channels and/or upgrade cable and internet services.
Chat Support Associate
Peak Outsourcing
Makati City
06.2015 - 08.2019
- Company Overview: Ngage (Legal, Medical and Marketing US Account)
- Well-rounded in three different roles: Legal and Non-Legal Chat Operator, and Chat Analyst.
- Legal Operator: Able to provide law firms abroad with supposed clients, giving good customer service to both the firms and the visitors, engaging them in the most convenient live chat experience.
- Non-Legal Operator: Accustomed in providential live chatting to reckoned clients for marketing firms and other offices abroad that need BPO services, good customer service that implies believable live chatting.
- Chat Analyst: Able to understand created transcripts and come up with summaries that will help client companies organize and categorize the leads that are sent to them, making the need for the duty more significant. The role is the peak of being a Chat Support Associate wherein any agent with said ability has the aptness to know everything that involves chatting and sending a lead.
- Ngage (Legal, Medical and Marketing US Account)
- Shift Supervisor: Ensure that operations run smoothly, and the rate of the product does not decline throughout the shift.
- Attend agents' queries and balance workloads among them.
- Report system and operation issues to the client.
- Quality Supervisor: Make sure that the standards of the client on the product are being met.
- Audit operators' infractions and be able to identify their areas of opportunities.
Wireless Account Activator and TxtConnect (System Checker)
Globe Telecom
Mandaluyong City
07.2014 - 05.2015
- Working on a casual basis, the roles involved meeting general customer service demands and assisting with processing customer applications and requests.
- Processing of TPA Request sent by Globe Partners nationwide for Database Checking - Credit Checking (DBC). The main function of TxtConnect is to be the 'Gate Keeper' of Globe for any fraudulent activities and subscribers with overdue balances.
- Knowledgeable in creation and activation of Wireless and Wireline applications.
- Achievements and Contributions: Credit Acceptance Process and Policies (CAPP) passer
- To explain the importance of document requirements for each application.
- To know the guidelines and the importance of conducting verification.
- To evaluate and reach a decision in processing application.
- Fraud Awareness Training passer
- Customer Service: Renders virtuous and valuable as support to the order management department of the company.
- Transaction Processing: Able to encode plan activations and system checking in time and mostly far behind the given service level agreement.
- Sales Reconciliations: Construct the workloads given in the most understandable and convenient way they should be presented in the company and be delivered to the customers.
Education
Bachelor of Arts - Political Science
Rizal Technological University
Pasig, Metro Manila, Philippines03-2014
Secondary -
Agusan Business And Arts Foundation, Inc.
03-2010
Primary -
Butuan City Mission Academy
03-2006
Skills
- Proficient in computer applications
- Creative writing
- Experienced with Microsoft Office tools
- Skilled in navigating Zendesk platform
- Cross-cultural understanding
- Content organization
- Confident decision-making
Certification
I hereby certify that the above information is true and correct to the best of my knowledge and belief.
References
- Margarita Celine Lara Binsol-Llovit, Team Leader - TaskUs, 3rd floor, XentroMall Antipolo, 277 303 Sumulong Hwy, Antipolo, Rizal, 0928-554-0429
- Bryan Vidad, Team Leader - Booth and Partners, 15th floor, Citibank Center Building, 8741 Paseo De Roxas Avenue, Makati City, NCR, 0919-840-5479
- Janice Gamana, Team Manager - Peak Outsourcing, 18F Unit18-1 Citibank Center, Paseo de Roxas, Makati City, NCR, 0917-343-4169
- Bernadeth Dalida, Team Manager - Peak Outsourcing, 18F Unit18-1 Citibank Center, Paseo de Roxas, Makati City, NCR, 0912-215-1152
Personal Information
- Age: 30
- Date of Birth: April 8, 1993
- Gender: Male
- Nationality: Filipino
- Marital Status: Married
Attributes
- Effective Communication Skills
- Honest and Reliable
- Flexible
- Time Management
- Diligent
On The Job Trainings
- Court Staff, Bulwagan ng Katarungan, Pasig City, NCR
- Office Clerk, Pasig City Hall, Caruncho Ave., Brgy. San Nicholas, Pasig City, NCR
Applicant Name
John Edmil B. Arosa
Height Cm
167
Training
- 2013-12-14, Being Aware: The Pork Barrel Controversy, Rizal Technological University - Boni Campus
- 2013-12-01, Winning Attitudes and Values Enhancement for Personal Growth, Rizal Technological University - Pasig Campus
- 2013-09-08, How to Win Your Job Interview, Rizal Technological University - Pasig Campus
- 2012-09-12, Guiding Politicos to a Competitive World, Rizal Technological University - Pasig Campus
Languages
English
Upper intermediate (B2)
Timeline
Content Moderator
TaskUs
03.2021 - Current
Customer Experience Associate
Booth and Partners
09.2020 - 11.2020
Customer Care Representative
Startek
12.2019 - 08.2020
Chat Support Associate
Peak Outsourcing
06.2015 - 08.2019
Wireless Account Activator and TxtConnect (System Checker)
Globe Telecom
07.2014 - 05.2015
Bachelor of Arts - Political Science
Rizal Technological University
Secondary -
Agusan Business And Arts Foundation, Inc.
Primary -
Butuan City Mission Academy