Ronel Carlo Serote
Lipa City, Province Of Batangas,BTG
Summary
Dedicated professional with extensive experience in customer service and workforce management. Skilled in analyzing performance metrics and optimizing staffing levels to improve service levels. Committed to driving operational efficiency through data-driven decision-making.
Overview
13
13
years of professional experience
Work History
Workforce Real Time Analyst
LizardBear Tasking Inc. TaskUs Philippines
04.2021 - Current
- Analyzed real-time workforce data to optimize staffing levels and improve service delivery.
- Monitored agent performance metrics, identifying trends to enhance productivity and efficiency.
- Coordinated scheduling adjustments based on call volume forecasts to minimize downtime.
- Developed and maintained dashboards for real-time reporting to support operational decision-making.
Customer Service Representative
The Results Companies Lipa
09.2019 - 04.2021
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Led training sessions for new representatives to ensure consistent service quality.
- Streamlined complaint resolution processes, enhancing customer satisfaction rates.
- Collaborated with cross-functional teams to address and improve service delivery issues.
Technical Customer Service Representative
Teletech Lipa
01.2019 - 04.2019
Technical Customer Service Representative
Alorica Lipa
08.2017 - 12.2018
Store Manager of Operations
Philippine Seven Corporation, 711
08.2013 - 08.2017
- Led daily operations ensuring optimal store performance and customer satisfaction.
- Developed and implemented operational strategies to enhance efficiency and reduce costs.
- Trained and mentored staff on operational standards and customer service excellence.
- Monitored inventory levels, ensuring timely replenishment and minimizing stock discrepancies.
Education
Information Technology
Institute of Science And Technology, ICTED LIPA Campus
Lipa City Batangas04-2012
Skills
- Scheduling optimization
- Forecasting accuracy
- Workforce management
- Service level agreements
- Administrative Tasks
- Customer Service
Additional Information
Seminars Attended:
Marketing Power Conference - Dela Salle Lipa 2011
Human Resource Professionals Seminar - LIMA Park Hotel, Malvar, Batangas 2011
Batangas IT Students Conference - Lipa Youth & Cultural Center, Lipa City, Batangas 2012
Timeline
Workforce Real Time Analyst
LizardBear Tasking Inc. TaskUs Philippines
04.2021 - Current
Customer Service Representative
The Results Companies Lipa
09.2019 - 04.2021
Technical Customer Service Representative
Teletech Lipa
01.2019 - 04.2019
Technical Customer Service Representative
Alorica Lipa
08.2017 - 12.2018
Store Manager of Operations
Philippine Seven Corporation, 711
08.2013 - 08.2017
Information Technology
Institute of Science And Technology, ICTED LIPA Campus