Rhedzwel Amroussi M. Sarail
Graduate Of Bachelor Of Elementary Education
Tanza, Province Of Cavite
Summary
An experienced BPO representative for 10 years, I have handled every kind of people over the phone, chat, and email. As a Quality Analyst for a year, I have encountered and coached on-shore and off-shore representatives with different personalities. As a club president, I have managed people with opposite grounds and motive than mine, and lastly as a husband and a father I become more protective and responsible.
Overview
11
11
years of professional experience
Work History
Technical Service Representative
Cognizant
11.2022 - Current
- Researched product and issue resolution tactics to address customer concerns.
- Conducted thorough diagnostics to accurately identify and resolve software issues.
- Maintained routine communication with clients to assess overall satisfaction and resolve concerns.
- Addressing business profile of merchants on Google Maps.
Quality Analyst
Valor Global Inc.
08.2021 - 11.2022
- Ensured compliance with regulatory requirements by meticulously reviewing calls and chat transcripts of agents and maintaining accurate records.
- Making sure that transactions with customers are still within quality without compromising the excellent customer service
- Creating compliance report
- Coaching agents about processes and product knowledge
Customer Service Representative
Valor Global Inc.
12.2019 - 08.2021
- Educating customers about plans and subscriptions.
- Troubleshooting minor issues about media streaming
- Upselling subscriptions
Technical Support Representative
Sykes Asia
05.2017 - 12.2019
- Generated reports to track performance and analyze trends.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Researched and identified solutions to technical problems.
Customer Service Representative
Results Companies
12.2016 - 04.2017
- Educated customers on product and service benefits, explaining features and answering questions.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
Customer Service Representative
EGS, Expert Global Solutions
12.2013 - 12.2016
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Managed timely and effective replacement of damaged or missing products.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
Bachelor of Elementary Education - Elementary Education
SPA College, Inc.
Datu Piang, Maguindanao 04.2001 -
Skills
- Interpersonal Communication
- Training implementation
- Written Communication
- Problem-Solving
- Customer Service
- Adaptability
- Quality Improvement
- Quality processes
- Multitasking
Affiliations
The Fraternal Order of Eagles - Philippine Eagles
- Cavite Calabarzon Region IX - Regional Secretary
- One Cavite Rescue Eagles Club - Club President
Timeline
Technical Service Representative
Cognizant
11.2022 - Current
Quality Analyst
Valor Global Inc.
08.2021 - 11.2022
Customer Service Representative
Valor Global Inc.
12.2019 - 08.2021
Technical Support Representative
Sykes Asia
05.2017 - 12.2019
Customer Service Representative
Results Companies
12.2016 - 04.2017
Customer Service Representative
EGS, Expert Global Solutions
12.2013 - 12.2016
Bachelor of Elementary Education - Elementary Education
SPA College, Inc.
04.2001 -
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