Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
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ROB LOUIE T. NICOLAS

ROB LOUIE T. NICOLAS

Tayabas City

Summary

Detail-oriented Virtual Assistant and Non-Voice BPO Specialist with experience in UK-based customer support, CRM management, and process-driven task handling. Proven track record in resolving client concerns within tight deadlines, managing simultaneous chats with high accuracy, and streamlining workflows to boost productivity. Skilled in Salesforce, Omningage, and Microsoft Office Suite, with a commitment to delivering error-free, on-time results that help businesses operate smoothly and scale efficiently.

Overview

3
3
years of professional experience

Work History

Customer Service Representative (Telco Account)

Foundever
07.2024 - 07.2025
  • Managed up to 2 simultaneous customer chats via Omningage with a 99% accuracy rate and an average response time under 3 minutes, ensuring SLA compliance.
  • Resolved billing disputes and account issues for UK-based customers, achieving a 90%+ first-contact resolution rate.
  • Conducted outbound calls for retention, upgrades, and non-pay disconnections, generating a 15% conversion rate on new packages offered.
  • Successfully handled customer complaints, contributing to a 20% reduction in repeat inquiries for assigned accounts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Freelance Digital Character Designer & Illustrator

02.2022 - 01.2024
  • Designed and illustrated unique character artworks for books, games, and online content, consistently meeting client deadlines.
  • Maintained a 100% client satisfaction rate through responsive communication, revisions, and adherence to project briefs.
  • Managed the full creative process, from concept sketches to final digital delivery, improving turnaround time by 20%.
  • Delivered custom designs in various styles, contributing to clients’ successful product launches and online engagement growth.

Education

Senior High School - STEM

Luis Palad Integrated High School
Tayabas Quezon
04-2024

Senior High School - Science Technology Engineering & Mathematics (STEM) Strand

Arellano University
Manila, National Capital Region
01.2023

Junior High School Completer -

Antonio A. Maceda Integrated High School
Manila, Metro Manila
01.2022

Elementary -

Benigno Aldana Elementary School
Manila, Metro Manila
01.2018

Skills

  • Salesforce
  • ICARE
  • Launchpad
  • Omningage
  • Verint
  • AWS
  • Microsoft Office Suite
  • Google Workspace
  • Adobe Photoshop
  • Canva
  • Ibis Paint X

Accomplishments

  • Ranked 4th in regional cartooning competition.
  • 1st place, drafting competition (Grade 9).
  • Winner, AFK Arena Chinese Game Art Competition.
  • With Honors – Grades 7 to 12.

Additional Information

• Virtual Assistance

• Administrative Support Email & Calendar Management (Imail, Verint)

• Appointment Scheduling CRM Management (Salesforce, ICARE, Launchpad)

• Chat & Ticket Handling (Omningage, Excel, Teams)

• Google Workspace (Docs, Sheets, Drive)

• Customer Retention

• Problem Resolution

• Process Optimization Adobe Photoshop

• Digital Illustration

Timeline

Customer Service Representative (Telco Account)

Foundever
07.2024 - 07.2025

Freelance Digital Character Designer & Illustrator

02.2022 - 01.2024

Junior High School Completer -

Antonio A. Maceda Integrated High School

Elementary -

Benigno Aldana Elementary School

Senior High School - STEM

Luis Palad Integrated High School

Senior High School - Science Technology Engineering & Mathematics (STEM) Strand

Arellano University

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ROB LOUIE T. NICOLAS