Rolein Joy Vergara
Quezon City,Philippines
Summary
Results-driven professional with experience in customer service and training and quality assurance, specializing in customer support, performance evaluation, and process improvement. Proven track record of enhancing service quality, optimizing agent performance, and driving operational efficiency. Adaptable, goaloriented, and quick to learn, with strong problem-solving skills and the ability to excel in fast-paced, highpressure environments while contributing to organizational success.
Overview
5
5
years of post-secondary education
7
7
years of professional experience
Work History
Account Executive - Payables and Receivables
Access Health Care
Pasay City, Philippines
12.2025 - Current
- Accounting Knowledge: Solid understanding of basic principles like debits, credits, the general ledger, and revenue recognition
- Attention to Detail: Ensuring error-free recordkeeping to prevent financial losses and discrepancies in billing.
- Customer Service Orientation
- Time Management: Prioritizing high-value or highrisk accounts to meet tight month-end closing deadlines.
Customer Service Representative
Concentrix
Manila, Philippines
01.2023 - 12.2025
- Calibration Leadership: Facilitated weekly calibration sessions with Operations and Quality teams to standardize evaluation criteria and align on client-specific Service Level Agreements (SLAs). Customer Service Specialist | Mentor
- Training & Facilitation
- Data-Driven Coaching
- Curriculum Development
- Process Improvement: Identified gaps in the knowledge base and drafted updated Standard Operating Procedures (SOPs) to streamline resolution times
Customer Service Representative
Teleperformance PH
Makati City, Philippines
01.2020 - 01.2023
- Collaborated with team members to maintain a high standard of customer care.
- Proficiency in Reservation System
- Computer Literacy
- Sales & Upselling
- Addressed customer service enquires quickly and accurately.
Education
Bachelor of Science - Psychology
The National Teachers College
Manila, Philippines 03.2015 - 12.2019
Skills
- Familiarity with Microsoft Office (Word, Excel)
- Computer Literate
- Problem Solving
- Communication Skills
- Detail-oriented
- Management Skills
- Time Management
- Organization
- Collaboration
Timeline
Account Executive - Payables and Receivables
Access Health Care
12.2025 - Current
Customer Service Representative
Concentrix
01.2023 - 12.2025
Customer Service Representative
Teleperformance PH
01.2020 - 01.2023
Bachelor of Science - Psychology
The National Teachers College
03.2015 - 12.2019