ROSA GULMATICO
Silay City
Summary
I am passionate, organized and methodical individual. I have good interpersonal skills, am an excellent team worker and am keen and very willing to learn and develop new skills. I am passionate in leading and developing people.
Overview
15
15
years of professional experience
Work History
People Service Manager
TOA Global
02.2023 - 01.2025
- Manage people of100 FTE (275 + FTE) - Team Members
- Facilitates communication and collaboration with other departments for team members needs
- Onboarding and regular check-in with team members
Associate Client Relationship Manager | Client Experience Manager II
TOA Global
03.2022 - 07.2022
- Client Management
- Facilitates communication and collaboration with other departments for the client needs
- Onboarding and regular check-in with clients
Operations Supervisor
Telus International Philippines
10.2019 - 03.2022
- People Management (Lead frontline and support team members)
- Manage multiple LOBs
Security Analyst II / Privacy and Security Auditor
Telus International Philippines
05.2018 - 10.2019
- Policy creation and implementation
- Risk analysis and mitigation
- Auditing and Coaching
Customer Experience Analyst
Telus International Philippines
10.2017 - 05.2018
- Auditing interaction for multiple channels (Chat, Email and Voice)
- Coaching and root cause analysis
Subject Matter Expert's POC
Telus International Philippines
04.2017 - 10.2017
- Assist in Leading the team of SMEs
- Address technical questions and escalations
Subject Matter Expert
Telus International Philippines
10.2016 - 04.2017
- Assist and resolve team members technical questions and escalations
- Technical Coaching and mentoring
Technical Support Representative III
Telus International Philippines
03.2016 - 10.2016
- Support customers through multiple channels (Phone, Chat and Email)
- Google Suite
Tier II Technical Support Representative
CONVERGYS PHILIPPINES
03.2015 - 03.2016
- Support customers through multiple channels (Phone, Chat and Email)
- US ISP
Executive Operations
TELEPERFORMANCE
07.2012 - 03.2016
- Supports upskilled and new hire team members
- Support customers through multiple channels (Phone and Email)
- Manage escalations
Customer Service Associate
TECH MAHINDRA LTD
02.2011 - 03.2012
- Frontline support through phone calls
- Customer service and billing
Sales Manager Assistant
Avon Cosmetics
05.2010 - 02.2011
- Manage franchise dealers
- Sales monitoring
- Lead management
Education
Bachelor of Science - Information System
One Cainta College
Cainta, Rizal 06.2023
Bachelor of Science in Business Administration - Business Management
Asia Pacific College
Makati City06.2017
BComputer Hardware and Servicing II -
LASALTECH
Bacolod City03.2010
Skills
- People Management
- Change Management
- Technical Lead
- Coaching
- Proficient in Google Suite
Language
English
Filipino
References
James Ryan, Cuarteros, Head of Client Relation, james.cuarteros@toaglobal.com, 0917-806-5834
Timeline
People Service Manager
TOA Global
02.2023 - 01.2025
Associate Client Relationship Manager | Client Experience Manager II
TOA Global
03.2022 - 07.2022
Operations Supervisor
Telus International Philippines
10.2019 - 03.2022
Security Analyst II / Privacy and Security Auditor
Telus International Philippines
05.2018 - 10.2019
Customer Experience Analyst
Telus International Philippines
10.2017 - 05.2018
Subject Matter Expert's POC
Telus International Philippines
04.2017 - 10.2017
Subject Matter Expert
Telus International Philippines
10.2016 - 04.2017
Technical Support Representative III
Telus International Philippines
03.2016 - 10.2016
Tier II Technical Support Representative
CONVERGYS PHILIPPINES
03.2015 - 03.2016
Executive Operations
TELEPERFORMANCE
07.2012 - 03.2016
Customer Service Associate
TECH MAHINDRA LTD
02.2011 - 03.2012
Sales Manager Assistant
Avon Cosmetics
05.2010 - 02.2011
Bachelor of Science - Information System
One Cainta College
Bachelor of Science in Business Administration - Business Management
Asia Pacific College
BComputer Hardware and Servicing II -
LASALTECH
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