Rosemarie Siason
Customer/Technical Support Specialist
Bacolod City, Province of Negros Occidental
Summary
I've spent over 10 years supporting customers and resolving technical issues for U.S. and Australian clients. I enjoy being someone people rely on when problems arise, and I’m seeking a long-term remote role where I can contribute and grow further.
Overview
15
15
years of professional experience
3
3
Languages
Work History
Quality Assurance Analyst
Wingtel, Inc.
06.2021 - 05.2025
- Monitored and evaluated agent performance through call and chat reviews with a focus on communication, compliance, and customer satisfaction.
- Mentored and coached team members on QA topics and strategies.
- Participated in regular cross-functional meetings to provide progress updates, address concerns or challenges, and ensure alignment with compliance requirements.
Customer Service/Technical Support Specialist
Wingtel, Inc.
04.2020 - 06.2021
- Provided Tier 1 voice-based support to U.S. clients for Verizon, AT&T, and T-Mobile.
- Handled complex technical issues with empathy, reducing escalations and increasing first-call resolution.
- Managed high-volume call queues while maintaining empathy and exceptional levels of customer service and satisfaction.
- Trained new hires on technical support procedures, contributing to overall team success.
Customer Service/Technical Support Specialist
TTEC
09.2010 - 12.2019
- Delivered voice support to Australian customers under Telstra, focusing on broadband and mobile concerns.
- Managed high-volume inquiries while maintaining service quality and professionalism.
- Retained customers by turning technical frustrations into positive service experiences.
- TTEC is a leading global business process outsourcing (BPO) company.
Education
Associate of Applied Science - Midwifery
West Negros University
Bacolod City, Province Of Negros Occidental, Philippines 05.2001 -
Skills
*CRM & SaaS Tools: Zendesk, Intercom, Avoxi, Aircall, Hubspot, JustCall, Notion, Hubstaff, Siebel
Timeline
Quality Assurance Analyst
Wingtel, Inc.
06.2021 - 05.2025
Customer Service/Technical Support Specialist
Wingtel, Inc.
04.2020 - 06.2021
Customer Service/Technical Support Specialist
TTEC
09.2010 - 12.2019
Associate of Applied Science - Midwifery
West Negros University
05.2001 -