Roda T. Doctolero
Makati,Philippines
Summary
Results-driven customer service and telecommunications professional with over 15 years of experience in sales, customer support, technical troubleshooting, retention, and operations. Proven track record of delivering exceptional customer experiences, resolving complex concerns, maintaining quality standards, and driving customer loyalty through effective communication and problem-solving skills. Highly adaptable with expertise in chat, voice, and back-office support environments.
Overview
3
3
Languages
23
23
years of professional experience
Work History
Messaging Consultant
Telstra International Philippines Inc.
07.2025 - Current
- Issue Resolution: Resolve a wide range of customer concerns, including billing inquiries, technical issues, plan modifications, service activations, and account-related requests.
- Delivered troubleshooting and problem-resolution support, maintaining high service quality standards.
- Provide personalized solutions that improve customer experience, increase customer loyalty, and support business objectives.
- Recommended products, add-ons, and plan enhancements to increase customer retention.: Recommend products, add-ons, and plan enhancements to support customer retention.
- Managed 2–3 concurrent customer chats, ensuring high service quality and accuracy.: Manage 2–3 concurrent customer chats while maintaining service quality and accuracy.
- Maintain compliance with company policies, service procedures, and performance metrics in a fast-paced customer support environment.
Sales Support Officer
TSA
04.2023 - 07.2025
- Managed investigations, escalations, and inbound support inquiries to resolve customer issues.
- Contributed to operational improvements by analysing processes and recommending actionable solutions.
- Ensured adherence to quality and compliance standards in operational processes.
Boost Voice Representative
TSA
05.2022 - 04.2023
- Facilitated SIM activations, recharges, credit applications, complaints, and number porting for customers, ensuring seamless service experiences.
- Trained new representatives, sharing knowledge and best practices for better team performance.
- Addressed customer questions, problems and complaints in person and via phone to maintain positive relationships and support smooth communications.
- Managed customer enquiries and provided detailed information on services to enhance satisfaction.
Saves Team Member
TSA
01.2022 - 05.2022
- Enhanced customer retention by providing tailored plan recommendations and conducting account reviews.
- Handled disconnection requests while presenting suitable alternatives to customers.
Chat Support Representative
TSA
06.2020 - 01.2022
- Delivered chat support for activations, billing issues, account management, and technical inquiries, ensuring timely resolution and customer satisfaction.
Inbound Sales & Customer Service Representative
TSA
11.2019 - 06.2020
- Resolved mobile, NBN, home phone, and data plan inquiries, enhancing customer satisfaction.
- Troubleshot and resolved billing and service issues, improving overall customer experience.
Chat Support Representative
RingCentral
02.2017 - 09.2019
- Provided chat-based technical support to resolve customer issues effectively.
- Logged customer interactions and escalated complex cases to ensure timely resolution.
- Handled multiple chat sessions simultaneously, maintaining high-quality service standards under pressure.
- Managed live chat inquiries, providing timely and accurate responses to customer queries to enhance satisfaction levels.
- Answered incoming customer contact via live chat to resolve issues and enquiries.
Customer Support Representative
Sitel
10.2016 - 01.2017
- Assisted customers with online purchases and order processing, providing technical support to enhance user satisfaction.
- Resolved customer inquiries to foster a positive experience and build long-term relationships.
- Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.
- Maximised customer satisfaction by resolving service issues promptly.
- Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
Technical Support Representative
Convergys Inc.
11.2014 - 06.2016
- Assisted customers with account management, billing, subscription inquiries, and technical troubleshooting to enhance user experience.
- Delivered first-call resolutions to customer concerns, ensuring satisfaction and prompt issue resolution.
Customer Care Representative
EGS
09.2014 - 10.2014
- Managed collections, billing inquiries, and account dispute resolution.
- Ensured compliance with collection and customer service standards.
Sales Consultant
Sutherland Global Services Inc.
10.2012 - 07.2014
- Assisted customers with account setup, buying and selling transactions, and account-related concerns.
- Supported sales performance and productivity goals.
Branch Cashier
Philippine Spring Water Resources Inc.
08.2009 - 09.2012
- Managed cash collections, deposits, and daily financial reconciliations.
- Monitored employee attendance records and assisted with recruitment activities.
Production Operator
BYPRO Inc.
03.2007 - 03.2009
- Followed production and quality standards to meet operational targets.
- Ensured compliance with safety and housekeeping procedures.
Sales/Promo Assistant
Liberty Commercial Center (LCC)
11.2003 - 11.2004
- Monitored sales performance, inventory levels, and product movement.
- Coordinated with suppliers and managed markdown and pull-out activities.
Education
BS - Commerce, Entrepreneurship
Universidad de Sta. Isabel
Naga City10-2005
Baao High School
Baao, Camarines Sur03-1997
Baao Central School
Baao, Camarines Sur03-1993
Skills
- Good in oral and written communication
- Customer retention
- Quality assurance
- Service recovery
- Account administration
- Escalation handling
- Customer relationship management
- Compliance monitoring
- Billing support
- Issue resolution
DIALECTS/LANGUAGES SPOKEN:
English
Filipino
Rinconada
CHARACTER REFERENCES:
- Lovely Michelle, Mercurio, Chat Support Team Lead, lovely.mercurio@ringcentral.com, +888.898.4591x1529, Team Lead
- Elsa, Esquibel, Area Manager/My Diamond, mixieph@yahoo.com, #0977.810.1807, Evangelista
TRAININGS/SEMINARS ATTENDED:
- Personality Development
- Universidad de Sta. Isabel
- Naga City
- February 2001(4 Hours)
- “It’s Ja-fake”
- Condemning Piracy Towards Total Economic Recovery
- August 30, 2002
- Finishing Course for Call Center Agent NCII
- Arnaiz St., Makati City
- August 6, - 24, 2012
PERSONAL DATA:
- Height: 5'1.5'
- Weight: 110 lbs
- Mother: Zenaida Tirao Doctolero
- Father: Vicente P. Doctolero (Deceased)
Timeline
Messaging Consultant
Telstra International Philippines Inc.
07.2025 - Current
Sales Support Officer
TSA
04.2023 - 07.2025
Boost Voice Representative
TSA
05.2022 - 04.2023
Saves Team Member
TSA
01.2022 - 05.2022
Chat Support Representative
TSA
06.2020 - 01.2022
Inbound Sales & Customer Service Representative
TSA
11.2019 - 06.2020
Chat Support Representative
RingCentral
02.2017 - 09.2019
Customer Support Representative
Sitel
10.2016 - 01.2017
Technical Support Representative
Convergys Inc.
11.2014 - 06.2016
Customer Care Representative
EGS
09.2014 - 10.2014
Sales Consultant
Sutherland Global Services Inc.
10.2012 - 07.2014
Branch Cashier
Philippine Spring Water Resources Inc.
08.2009 - 09.2012
Production Operator
BYPRO Inc.
03.2007 - 03.2009
Sales/Promo Assistant
Liberty Commercial Center (LCC)
11.2003 - 11.2004
BS - Commerce, Entrepreneurship
Universidad de Sta. Isabel
Baao High School
Baao Central School