Roel Nercua
Customer Service Representative
Quezon City, Metro Manila
Summary
Motivated professional with a strong desire to make a meaningful impact and grow professionally. Passionate about contributing expertise to a team-oriented environment and dedicated to achieving success through continuous learning. Focused on delivering results, driving innovation, and fostering positive change within an organization. Excited to bring unique perspective and abilities to a dynamic team, ready to take on new challenges and contribute to company success.
Overview
24
24
years of professional experience
3
3
Languages
Work History
Scheduling Agent
All Digital Technology
01.2025 - 03.2025
- Enhanced appointment scheduling efficiency by implementing an updated software system.
- Developed training materials for new hires on the scheduling process, promoting efficiency and consistency across the department.
- Prioritized urgent requests, ensuring prompt attention to critical matters and better resource allocation.
- Increased client retention with timely follow-ups and reminders about upcoming appointments.
Payment Specialist
Pinoy Data Capture
05.2024 - 12.2024
- Contributed to business growth by analyzing sales data, identifying patterns, and offering insights into potential areas of expansion or adjustment.
- Evaluated and recommended improvements to current payment systems, leading to increased efficiency and reduced processing times.
- Organized data management systems for easy access to vital information required for daily operations in the payments department.
- Assisted in budget preparation by providing accurate forecasts of revenue based on historical trends and current market conditions.
Customer Expert Agent
Verizon
05.2024 - 08.2024
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
Technical Service Representative
Verizon
03.2023 - 02.2024
- Documented support interactions for future reference.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Provided technical and engineering information to third-party technical support personnel during collaborative projects.
Care Giver Of My Mother
07.2022 - 10.2022
Manager
Sa Lapyahan Resto And Grill
02.2022 - 07.2022
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Manager
Options Salon And Photography
11.2021 - 02.2022
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Mobility Sales & Services, Sales Advisor 1
AT&T
12.2021 - 03.2021
Technical Support Representative
HP
07.2020 - 10.2020
Customer Service Consultant
PayPal
10.2019 - 04.2020
Customer Service Representative
Walmart
10.2018
Team Coach
Delta Airlines
10.2015 - 07.2017
Customer/Technical Representative/floor Coordinator Intern
Comcast
07.2008 - 08.2015
Technical Service Representative
TracFone / Net 10
08.2007 - 05.2008
Encoder
Unilever Philippines, Cabanatuan Branch
01.2001 - 05.2001
Education
Bachelor Os Science - Computer Science
STI COLLEGE CABANATUAN
Cabanatuan City, Nueva Ecija 06.2003 - 04.2007
Certificate Of Cyber Programming -
STI COLLEGE CABANATUAN
Cabanatuan City, Nueva Ecija 06.2001 - 03.2003
Skills
Active listening
Attention to detail
Computer
Customer Service
Decision-making
MS Office
Problem solving
Self discipline
Teamwork
Writing
Research skills
Analytical skills
Accomplishments
- Site Top 7 Agent (Delta) Team, Recognized for outstanding performance in Delta Airlines.
- Certificate of Recognition - eBilling, Convergys Philippines Services, Inc.
- Leadership Award - Student Council Governor, STI College Cabanatuan.
- Student Trainee of the Year, STI - College Cabanatuan.
Interests
Table Tennis
Singing
Personal Information
- Date of Birth: 08/16/82
- Gender: Male
- Nationality: Filipino
Timeline
Scheduling Agent
All Digital Technology
01.2025 - 03.2025
Payment Specialist
Pinoy Data Capture
05.2024 - 12.2024
Customer Expert Agent
Verizon
05.2024 - 08.2024
Technical Service Representative
Verizon
03.2023 - 02.2024
Care Giver Of My Mother
07.2022 - 10.2022
Manager
Sa Lapyahan Resto And Grill
02.2022 - 07.2022
Mobility Sales & Services, Sales Advisor 1
AT&T
12.2021 - 03.2021
Manager
Options Salon And Photography
11.2021 - 02.2022
Technical Support Representative
HP
07.2020 - 10.2020
Customer Service Consultant
PayPal
10.2019 - 04.2020
Customer Service Representative
Walmart
10.2018
Team Coach
Delta Airlines
10.2015 - 07.2017
Customer/Technical Representative/floor Coordinator Intern
Comcast
07.2008 - 08.2015
Technical Service Representative
TracFone / Net 10
08.2007 - 05.2008
Bachelor Os Science - Computer Science
STI COLLEGE CABANATUAN
06.2003 - 04.2007
Certificate Of Cyber Programming -
STI COLLEGE CABANATUAN
06.2001 - 03.2003
Encoder
Unilever Philippines, Cabanatuan Branch
01.2001 - 05.2001