MARY ROSE ORSOLINO
Escalation Specialist
203 Church Street Santa Cruz Poblacion San Luis Pampanga
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work History
Escalation Specialist
Sutherland Global Services
CLARK FREEPORT ZONE MABALACAT
01.2022 - 04.2023
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Collaborated with other departments to meet customer needs and gained feedback to incorporate into sales strategy.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Identified and reported trends in customer complaints to improve products and prevent future complaints.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
Site Supervisor/Cashier
BURGER KING
SAN FERNANDO PAMPANGA
07.2020 - 01.2022
- Collaborated with management and fellow supervisors to organize operations and achieve demanding schedule targets.
- Maintained records and logs of work performed and materials and equipment used.
- Resolved issues between employees and customers using company policies.
- Evaluated team member strengths and assigned tasks based upon expertise and background.
- Oversaw employee attendance record, handled payroll, and ordered new materials for sites.
- Initiated onsite safety program and properly trained team members to decrease injuries.
- Developed work schedules for team members to maximize shift coverage.
Seasonal Sales Associate
H & M
SAN FERNANDO PAMPANGA
11.2019 - 01.2020
- Engaged with customers to build rapport and loyalty.
- Answered customer questions about sizing, accessories, and merchandise care.
- Solved customer challenges by offering relevant products and services.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
Supervisor
BURGER KING
SAN FERNANDO PAMPANGA
04.2018 - 06.2019
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Evaluated employee performance and coached and trained to improve weak areas.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Monitored workflow to improve employee time management and increase productivity.
- Achieved results by working with staff to meet established targets.
Education
Bachelor of Science - Hospitality Management
STI COLLEGE OF SAN FERNANDO
SAN FERNANDO PAMPANGA PHILIPPINES 07.2019 - 01.2020
Bachelor of Science - Secondary Education
OUR LADY OF FATIMA UNIVERSITY (OLFU)
SAN FERNANDO PAMPANGA 06.2018 - 04.2019
Skills
Training and mentoring
Flexible and Adaptable
Money handling
Opening and closing procedures
Complaint resolution
Multitasking Abilities
Client Service
Certification
Basic Occupational Safety and Health
Timeline
Escalation Specialist
Sutherland Global Services
01.2022 - 04.2023
Basic Occupational Safety and Health
05-2021
Site Supervisor/Cashier
BURGER KING
07.2020 - 01.2022
Seasonal Sales Associate
H & M
11.2019 - 01.2020
Bachelor of Science - Hospitality Management
STI COLLEGE OF SAN FERNANDO
07.2019 - 01.2020
Bachelor of Science - Secondary Education
OUR LADY OF FATIMA UNIVERSITY (OLFU)
06.2018 - 04.2019
Supervisor
BURGER KING
04.2018 - 06.2019