Roel Paminiano Jr
Caloocan City
Overview
9
9
years of professional experience
Work History
Team Leader
Trip.com Group
Taguig City
09.2024 - Current
- Led cross-functional teams to enhance service delivery and customer satisfaction initiatives.
- Implemented process improvements that streamlined operations and reduced turnaround times.
- Mentored junior team members, fostering professional growth and knowledge sharing within the team.
- Analyzed performance metrics to identify trends and drive continuous improvement efforts.
Quality Analyst
Trip.com Group
Taguig City
03.2023 - 08.2024
- Analyzed quality assurance processes to enhance product reliability and customer satisfaction.
- Developed and executed comprehensive test plans for software applications, ensuring functional accuracy.
- Collaborated with cross-functional teams to identify and resolve quality issues in travel products.
- Mentored junior analysts on testing methodologies and best practices, fostering team development and knowledge sharing.
- Analyzed quality and performance data to support operational decision-making.
Customer Advisor
Trip.com Group
Taguig City
06.2022 - 03.2023
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Developed comprehensive knowledge of travel products, enhancing customer engagement and satisfaction.
- Provided expert guidance on booking processes, ensuring seamless transactions for clients.
SME (Subject Matter Expert)
Telus International Philippines Inc
Taguig
09.2020 - 05.2022
- Handling inquiries from customers from gimme queue and calls
- Awarded as Top Performer in Community Education
- Always making sure that the customer concern will be resolved as smooth as possible.
- Handling inquiries of the team that I'm supporting as their SME
- Making sure that resolution needed was provided.
- Teaching them on how to handle tickets properly and what should be done to make their customer happy with the outcome.
Customer Service Representative
Telus International Philippines Inc
Taguig
03.2019 - 09.2020
- Handling inquiries from customers from gimme queue and calls
- Awarded as Top Performer in Community Education
- Always making sure that the customer concern will be resolved as smooth as possible.
- Handling inquiries of the team that I'm supporting as their SME
- Making sure that resolution needed was provided.
- Teaching them on how to handle tickets properly and what should be done to make their customer happy with the outcome.
Customer Service Executive
Teleperformance
Taguig
10.2016 - 03.2019
- Handles inquiries for hotel room reservation, modification and cancellation.
- Ensuring that an inquiry for a hotel room will turn into a reservation.
- Offers additional services including membership and car rentals.
- Awarded as Top Performer for 2017 and 2018
- Attended Learning & Development Training
Education
Bachelor of Science - Information Technology
University of Caloocan City
Caloocan City, Metro Manila, PhilippinesSecondary Education - undefined
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
Timeline
Team Leader
Trip.com Group
09.2024 - Current
Quality Analyst
Trip.com Group
03.2023 - 08.2024
Customer Advisor
Trip.com Group
06.2022 - 03.2023
SME (Subject Matter Expert)
Telus International Philippines Inc
09.2020 - 05.2022
Customer Service Representative
Telus International Philippines Inc
03.2019 - 09.2020
Customer Service Executive
Teleperformance
10.2016 - 03.2019
Secondary Education - undefined
Bachelor of Science - Information Technology
University of Caloocan City