Rolando Morillo Orbita
Navotas
Summary
OBJECTIVES
- To obtain a customer-focused role where I can apply over 7 years of experience in the telecommunications and Fintech industries to resolve customer concerns efficiently and ensure satisfaction.
- To contribute to team performance and customer retention by utilizing my skills in technical troubleshooting and issue resolution.
- To support continuous improvement and knowledge sharing by taking on Subject Matter Expert (SME) responsibilities, including training, floor support, and nesting facilitation.
- To drive business results and increase profitability by delivering consistent, high-quality service and demonstrating a strong work ethic in a dynamic and challenging environment.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Representative, POC
ClearSource BPO
03.2023 - 01.2024
- Resolved customer concerns related to hearing aid replacements and clinic visits, resulting in a 95% customer satisfaction rate.
- Served as Point of Contact (POC), providing floor support, generating reports, and conducting observations to improve team performance.
Customer Service Representative, SME
TaskUs Inc.
02.2022 - 02.2023
- Company Overview: (Fintech Account)
- Addressed customer inquiries, resolved billing issues, and facilitated card replacements with a focus on customer satisfaction.
- As Subject Matter Expert (SME), mentored new hires and provided ongoing support to team members, improving team efficiency by 15%.
- Conducted trainee discussions and nesting facilitation, ensuring new agents were well-prepared to handle customer interactions.
Customer Service Representative
VXI GLOBAL HOLDINGS
03.2019 - 10.2020
- Company Overview: (Telco Account)
- Handled a high volume of customer inquiries, resolving billing disputes and providing technical support for telecommunications services.
- Maintained a consistent average handling time (AHT) while upholding high-quality service standards.
Customer Service Representative, SME, TSR
Teleperformance
07.2015 - 09.2018
- Company Overview: (Telco Account)
- Progressed from CSR to TSR and SME, demonstrating a commitment to professional growth and expertise in telecommunications support.
- As a TSR, provided advanced troubleshooting, managed phone replacements, and coordinated technician deployments.
- As an SME, provided ongoing floor support, trainee discussion, and nesting facilitation.
Education
Bethel Bible College
Valenzuela, Metro Manila, Philippines 06.2010 - 06.2012
San Roque National High School
Navotas, Metro Manila, Philippines 06.2006 - 04.2010
Skills
Customer Service
Customer-focused technical assistance
SME/Training
Clear verbal communication
Skilled in digital tools and technologies
Interpersonal skills
Analytical problem-solving
Problem-solving
Product knowledge
Active listening
Customer relations
Data entry
Time management
Critical thinking
Computer proficiency
Timeline
Customer Service Representative, POC
ClearSource BPO
03.2023 - 01.2024
Customer Service Representative, SME
TaskUs Inc.
02.2022 - 02.2023
Customer Service Representative
VXI GLOBAL HOLDINGS
03.2019 - 10.2020
Customer Service Representative, SME, TSR
Teleperformance
07.2015 - 09.2018
Bethel Bible College
06.2010 - 06.2012
San Roque National High School
06.2006 - 04.2010