Roscel Rodriguez
Quezon City, Philippines
Summary
Professional administrator with a track record of streamlining operations and boosting productivity. Expertise in team coordination, resource management, and successful project execution. Strong emphasis on collaboration, problem-solving, and adaptability to evolving requirements. Proficient in office management, strategic planning, and effective communication.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Sutherland Global Services
Mandaluyong City
09.2025 - 08.2026
- Managed Salesforce email queues, prioritising messages to ensure timely responses and consistent status updates.
- Resolved account profile issues by verifying changes across systems, enhancing data accuracy and customer satisfaction.
- Achieved Be My Eyes certification to provide specialised support for assistive accessibility, improving service quality for users with disabilities.
General Administrator
Acquire Intelligence
Ortigas, Mandaluyong City
08.2024 - 09.2025
- Manage and track Australian client invoices within accounts payable and receivable.
- Prioritise urgent inbox messages for timely, accurate replies.
Apply document processing routines to keep records consistent and compliant.
Coordinate inter-departmental report preparation to support ongoing team alignment.
Plan cross-team handovers with staff and contractors for seamless continuity. - Applied expertise in CRM tools such as Xero, Simpro, MYOB, and Microsoft products to enhance efficiency.
Customer Service Representative
Concentrix
Clarkfield, Pampanga
01.2024 - 08.2024
- Investigated financial account fraud and disputes for inbound US and Canada calls.
- Communicated with multiple financial companies through outbound contact and follow-up.
- Resolved disputes by gathering evidence, reviewing transactions, and updating records.
Escalated complex issues through escalation emails to appropriate support teams.
Customer Service Team Manager
Alorica
Clarkfield, Pampanga
06.2020 - 01.2024
- Handled daily inbound and outbound healthcare logistics calls for international US accounts, ensuring timely communication and service.
- Escalated complex cases, coordinating follow-up calls and emails to drive resolution and maintain customer satisfaction.
- Tracked cases using Salesforce, Avaya, Verint, and supervisor CRM tools, enhancing case management and visibility.
Education
Bachelor of Arts in Communication
System Plus College Foundation
Angeles City, Province Of Pampanga, Philippines01-2024
Certificate of Higher Education - Information Technology
AMA University
01-2017
Skills
- Client & Customer Relations: Customer Relationship Management (CRM) via email/phone, stakeholder coordination, executive communication
- Administrative & Financial Operations: Virtual assistance, high-accuracy data entry, invoicing, financial management
- Marketing & Visual Design: Graphic design, presentation deck design, marketing strategy development
- Core Competencies: Written, verbal, and technical communication
Timeline
Customer Service Representative
Sutherland Global Services
09.2025 - 08.2026
General Administrator
Acquire Intelligence
08.2024 - 09.2025
Customer Service Representative
Concentrix
01.2024 - 08.2024
Customer Service Team Manager
Alorica
06.2020 - 01.2024
Bachelor of Arts in Communication
System Plus College Foundation
Certificate of Higher Education - Information Technology
AMA University