RONALD SILLA JORNALES
9th Ave cor Lane S, BGC, Taguig City,Philippines
Summary
Results-driven Customer Service Specialist with expertise in leading high-performing teams and enhancing customer satisfaction. Experienced in training and developing staff, with in-depth knowledge of BPO industry terminology and services to effectively address client inquiries.
Overview
10
10
years of professional experience
Work History
HEALTHCARE SPECIALIST
EVERISE PHILIPPINES
TAGUIG CITY
09.2023 - 03.2026
- Communicated plan benefits and coverage to patients, addressing inquiries with professionalism and clarity.
- Discussed claims and confirmed authorisations, facilitating smooth claim processing for patients.
- Processed monthly premium payments over the phone, ensuring timely transactions for members.
BACK OFFICE/CUSTOMER SERVICE
EVERISE PHILIPPINES
TAGUIG CITY
08.2022 - 11.2022
- Resolved customer order issues through email communication, ensuring satisfaction and clarity.
- Conducted outbound calls to assist customers without email records, delivering timely resolutions.
BACK OFFICE/CUSTOMER SERVICE
EVERISE PHILIPPINES
TAGUIG CITY
09.2021 - 08.2022
- Calculated and entered taxes on receipts to ensure correct financial reporting.
- Audited international shopper receipts from various retailers for accuracy and compliance.
- WORK AT HOME
SERVICE CREW/CASHIER/COUNTER CREW
JOLLIBEE
SURIGAO CITY, SURIGAO DEL NORTE
03.2021 - 07.2021
- Service crew members use various selling techniques to suggest additional purchases and upsell to customers.
- Service crew members respond to customer complaints and questions, resolving issues where possible and referring customers to managers as needed.
- Service crew members process cash, check, and credit card payments using cash registers and digital systems.
TECHNICAL SUPPORT SPECIALIST
CONCENTRIX CVG PHILIPPINES, INC.
DILIMAN, QUEZON CITY
06.2018 - 09.2019
- Determine appropriate corrections by assessing emails, internet, cable, and telephone issues.
- Assisted client stakeholders by collaborating with the support team to explain, troubleshoot, and resolve emergent technical issues.
- Negotiated with vendors to purchase replacement hardware and software products and sought advice to resolve more complex issues.
- I communicated with users by telephone to determine the problems they were facing and gave instructions for testing solutions to find the causes of the issues.
TRAVEL ADVISOR / CUSTOMER SERVICE
TELEPERFORMANCE PHILS.
QUEZON CITY, METRO MANILA
08.2017 - 02.2018
- Helped customers book travel arrangements, including flights, hotels, car rentals, and activities, to create seamless travel experiences.
- Assisted customers in modifying flight reservations, exploring alternative options to meet their travel needs.
- Understand individual redemption travel loyalty program requirements and use my in-depth knowledge and training to delight customers with customized travel experiences and help them make the most of their rewards.
SERVICE CREW
DALE RESTO BAR AND GRILL
SURIGAO CITY, SURIGAO DEL NORTE
02.2016 - 03.2017
- Took orders from customers at a full-service establishment, prepared the ordered food, and processed payments.
- Addressed and resolved customer complaints with food or service to maximise customer satisfaction.
- Maximised efficiency by keeping all customer areas and food preparation areas clean and organised.
- Promoted efficiency of the store by performing opening, closing, and shift change tasks.
Education
BS - Environmental Science
SURIGAO NORTE STATE UNIVERSITY
SURIGAO CITY01-2016
NC II - Food and Beverage Services
STI COLLEGE SURIGAO
01-2016
High School Diploma -
SURIGAO CITY NATIONAL HIGH SCHOOL
SURIGAO CITY01-2015
Skills
- Adaptability
- Attention to detail
- Communication skills
- Time management
- Problem solving
- Customer service
- Technical proficiency
- Multitasking and prioritization
REFERENCES
RANDEL PEREZ, 09277405646, J.CO DONUT PH
NHOLIE ABAD, 09662660921, TEAM LEADER EVERISE PH
Timeline
HEALTHCARE SPECIALIST
EVERISE PHILIPPINES
09.2023 - 03.2026
BACK OFFICE/CUSTOMER SERVICE
EVERISE PHILIPPINES
08.2022 - 11.2022
BACK OFFICE/CUSTOMER SERVICE
EVERISE PHILIPPINES
09.2021 - 08.2022
SERVICE CREW/CASHIER/COUNTER CREW
JOLLIBEE
03.2021 - 07.2021
TECHNICAL SUPPORT SPECIALIST
CONCENTRIX CVG PHILIPPINES, INC.
06.2018 - 09.2019
TRAVEL ADVISOR / CUSTOMER SERVICE
TELEPERFORMANCE PHILS.
08.2017 - 02.2018
SERVICE CREW
DALE RESTO BAR AND GRILL
02.2016 - 03.2017
BS - Environmental Science
SURIGAO NORTE STATE UNIVERSITY
NC II - Food and Beverage Services
STI COLLEGE SURIGAO
High School Diploma -
SURIGAO CITY NATIONAL HIGH SCHOOL