ROSLENLY ROSALES
Qualfon Philippines
Cebu City,CEB
5
years of professional experience
Detail-oriented BPO Professional with 5 years of experience in high-volume telecommunications environments. Expertise includes advanced technical support, device troubleshooting, and secure payment processing. Consistently achieves high customer satisfaction scores and maintains efficient handling times while ensuring compliance with PCI-DSS and financial data security standards.
Work History
Technical Support & Billing Specialist (Verizon Account)
5 Years 1 Month- Acted as a dedicated front-line specialist for the Verizon account, diagnosing and resolving complex hardware, software, and cellular connectivity issues for smartphones, tablets, jetpacks, and home internet modems.
- Guided customers through step-by-step technical troubleshooting, including network resets, eSIM activations, device provisioning, and over-the-air (OTA) updates.
- Guided customers through technical troubleshooting steps, including network resets, eSIM activations, device provisioning, and OTA updates, ensuring resolution of issues and improved customer satisfaction.
- Investigated billing discrepancies, calculated prorated charges, applied authorized credits/discounts, and established customized payment arrangements, reducing customer churn and enhancing account retention.
- Demonstrated strong de-escalation skills when handling billing complaints, converting tense situations into positive customer experiences to protect brand loyalty.
- Utilized de-escalation skills to resolve billing complaints, transforming tense situations into positive experiences, thereby reinforcing customer loyalty and trust in the brand.
Customer Service Representative
5 Years 1 Month- Resolved complex customer inquiries across phone, chat, and email using CRM and ticketing systems
- De-escalated dissatisfied customers through active listening, empathy, and clear account explanations
- Escalated unresolved cases to appropriate departments while maintaining accurate documentation and follow-up notes
- Trained new representatives on call handling, service standards, and issue-resolution procedures
Education
Bachelor - Elementary Education, General Education
- 4th Year Undergraduate (Completed coursework up to 4th Year)
- Relevant Skills Developed: High patience, structured communication, instructional clarity, and problem-solving.
Skills
Technical troubleshooting
Billing Discrepancy Resolution
KPI performance
Billing dispute resolution
Telecom CRM expertise
Customer care skills
Compliance management
Timeline
Technical Support & Billing Specialist (Verizon Account)
Qualfon Philippines
10.2021 - 11.2026Read More
Customer Service Representative
Qualfon Philippines Inc
10.2021 - 11.2026Read More
Cebu Normal University
Bachelor from Elementary Education, General Education
Read More