Roland Anjo Syfu
Olongapo City, Province of Zambales
Summary
Accomplished Call Center Manager with a proven track record at Outperform Media, enhancing customer satisfaction and increasing sales conversion rates through innovative cross-selling techniques and effective team coaching. Skilled in escalation handling and quality assurance, I excel in high-pressure environments, ensuring both operational excellence and positive client outcomes.
Overview
17
17
years of professional experience
Work History
Call Center Manager
Outperform Media
09.2014 - 02.2024
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
Judgement Contributor
Google
01.2014 - 07.2014
- Researched and organized facts and sources.
- Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
- Organized material to research and complete writing tasks.
- Enhanced brand recognition through creative campaigns that resonated with target audiences.
- Created content for websites and online publications.
- Edited and proofread drafts of articles and other documents.
Virtual Assistant
Deb DiBiasie ND
03.2012 - 10.2013
- Facilitated smooth operations with proficient data entry and document management for various projects.
- Completed business correspondence, transcription, and data entry.
- Managed multiple priorities effectively under tight deadlines while remaining detail-oriented throughout each task.
- Maintained a well-organized database system for improved information accessibility in daily operations.
- Ensured client deliverables were met on time by closely monitoring deadlines and coordinating task completion across teams.
Customer Service Representative
Teleperformance Philippines
06.2007 - 03.2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Computer Engineering
Ama Computer University
Quezon City, Metro Manila, Philippines03-2007
High School Diploma -
St. Joseph High School
Olongapo City, Province Of Zambales, Philippines03-2003
Skills
- Call routing
- Call center customer service
- Team coaching
- Escalation handling
- Quality controls
- Innovation skills
- Quality assurance
- Technical support
Timeline
Call Center Manager
Outperform Media
09.2014 - 02.2024
Judgement Contributor
Google
01.2014 - 07.2014
Virtual Assistant
Deb DiBiasie ND
03.2012 - 10.2013
Customer Service Representative
Teleperformance Philippines
06.2007 - 03.2012
Bachelor of Science - Computer Engineering
Ama Computer University
High School Diploma -
St. Joseph High School
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