Rose Dela Peña
Manila
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative in iGaming
William Hill
04.2022 - 01.2026
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer compliance
- Verifying customer documents
- Responded to customer requests for products, and services
- Responded proactively and positively to rapid change.
- Answered constant flow of customer chats/ email with minimal wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Assisted customers with inquiries and transactions, enhancing overall satisfaction and loyalty through effective communication.
- Resolved complex customer issues by employing problem-solving skills, contributing to a more efficient service experience.
- Delivered exceptional customer support by resolving inquiries and issues efficiently, enhancing overall customer satisfaction levels.
Customer Support Associate
Cognizant
Taguig
10.2021 - 03.2022
- Provided exceptional customer service by resolving inquiries and issues, enhancing overall customer satisfaction and loyalty.
- Collaborated with cross-functional teams to streamline support processes, improving response times and operational efficiency.
- Documented customer interactions and feedback in the CRM system, ensuring accurate records and facilitating trend analysis.
Customer Service Representative
Alorica
06.2021 - 10.2021
- Answered customer chat promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted customers with inquiries and transactions, enhancing overall satisfaction and loyalty through effective communication.
Education
BS in Industrial Engineering
Taguig City University
Upper Bicutan Taguig CityAcceleration From Senior Highschool -
Alternative Learning School
Taguig CityHighschool -
Pateros National Highschool
Pateros, Metro ManilaElementary -
Taguig Elementary School
Taguig CitySkills
- Resolve customer Service Inquiries swiftly ensuring positive experience
- Maintaining customers satisfaction through effective communication and problem solving
- Offering Resolution to customers in a timely manner
Certification
- Player Safety Global 2025
- AML Global Refresher 2025
- Risk and BCP 2025
- AML 2024
- Data Protection- DSAR
- Risk Management
Languages
English
Advanced
C1
Timeline
Customer Service Representative in iGaming
William Hill
04.2022 - 01.2026
Customer Support Associate
Cognizant
10.2021 - 03.2022
Customer Service Representative
Alorica
06.2021 - 10.2021
BS in Industrial Engineering
Taguig City University
Acceleration From Senior Highschool -
Alternative Learning School
Highschool -
Pateros National Highschool
Elementary -
Taguig Elementary School