ROSENNIE TORRES
Cebu City
Summary
Professional with experience in customer service and communication, prepared to excel in quality assurance role. Known for strong team collaboration, adaptability to changing needs, and achieving results. Skilled in problem-solving, active listening, and conflict resolution. Reliable and focused on delivering high-quality customer interactions and support.
Overview
16
16
years of professional experience
Work History
Contact Center Associate 1
Realpage Philippines
03.2021 - Current
- MENTORING - monitor queue and maintenance dispatcher, regular CSAT updates and CSAT Deepdive, weekly coaching with mentee and call listening scored based on QA form, facilitate call listening sessions for Carebay weekly and other mentoring task.
- MFL AH and MNT AH- answering agent help line for questions and sup calls.
- MNT and AAT - creating maintenance requests for residents needing anything fixed in their homes or for any emergency request
- MFL - answering multi-family leasing inquiries on the phone and scheduling visits for prospects looking for apartment homes to rent
- MFL CHAT/TEXT/ICR - take care of leasing inquiries via chat, text and email.
Complaints Case Officer
Telstra International Philippines Inc.
07.2018 - 02.2021
- Managing customer complaints for both simple and complex issues
Dedicated Moves Specialist
Telstra International Philippines Inc.
06.2015 - 07.2018
- Providing end to end support to customer’s move request from service connection to next bill generation including any technical help needed in between the move process
Billing Consultant
Teleperformance
12.2013 - 06.2015
- Helping billing related concerns for Telstra’s residential customers in Australia
Customer Service Representative
Convergys Philippines Inc.
04.2009 - 12.2013
- Managing overall support for Sprint customer in the USA
Education
Bachelor of Science - Industrial Engineering
University of Cebu Lapulapu And Mandaue
Mandaue City, Province Of Cebu, Philippines03-2009
Skills
- Mentoring
- Coaching
- Goal oriented
- Complaint handling
- Follow-up skills
- Attention to details
- Critical thinking
Accomplishments
2024 Diamond Awardee - Fourth Quarter
Timeline
Contact Center Associate 1
Realpage Philippines
03.2021 - Current
Complaints Case Officer
Telstra International Philippines Inc.
07.2018 - 02.2021
Dedicated Moves Specialist
Telstra International Philippines Inc.
06.2015 - 07.2018
Billing Consultant
Teleperformance
12.2013 - 06.2015
Customer Service Representative
Convergys Philippines Inc.
04.2009 - 12.2013
Bachelor of Science - Industrial Engineering
University of Cebu Lapulapu And Mandaue
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