Rossana Hitossis
512 Babasit Manaoag, Pangasinan
Summary
Dynamic Team Manager with expertise in performance management and employee development. Cultivates a positive team environment through tailored feedback and support initiatives. Delivers improved team morale and productivity by optimising workforce scheduling and promoting career advancement. Knowledgeable Subject Matter Expert with strengths in training and mentoring diverse teams. Enhances organisational efficiency by providing strategic solutions to complex issues. Drives productivity improvements through effective coaching and development of team members. Customer-focused professional demonstrating strengths in relationship management and problem resolution. Adapts to varying demands by efficiently handling customer inquiries and complaints. Committed to delivering exceptional service and enhancing customer satisfaction across all interactions.
Character Reference:
Victoria Tenerife- Amazon Shipping and Delivery Support Account Manager
Sutherlandglobal Services
+639988894571
Christian Daligdig- Amazon Retail Department Senior Associate Manager
Sutherlandglobal Services
+639237278009
Overview
12
12
years of professional experience
Work History
Team Manager- Amazon Shipping and Delivery Support
Sutherlandglobal Services
10.2022 - 12.2025
- Conducted regular performance evaluations, providing constructive feedback and personalised development plans for team members.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
- Optimised workforce scheduling, balancing team workload to prevent burnout and maintain morale.
Subject Matter Expert- Amazon Retail Department
Sutherlandglobal Services
12.2018 - 10.2022
- Provided expert advice on subject-specific issues to enhance organisational efficiency.
- Trained, coached and mentored consultants to increase team productivity.
- Handled complex problems and issues by understanding root causes and implementing solutions.
Customer Service Representative- Amazon Retail
Sutherlandglobal Services
07.2015 - 12.2018
- Assisted customers with product-related questions, feedback and complaints.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Processed and issued product orders and service upgrades for customers.
Customer Service Rep- Major League Baseball
Harte Hanks
01.2014 - 03.2014
- Assisted customer in performing troubleshooting steps.
- Identified issues, analyse information, and provide solutions to problems.
- Knowing the products inside and out so that I can answer questions accurately.
- Processing orders, forms, applications, and requests.
Education
Bachelor of Science in Nursing
Lyceum- Northwestern University
Dagupan2004
Skills
- Performance monitoring
- Employee training
- Customer relationship management
- Workforce scheduling
- Adaptable communication
- Written and verbal communication skills
- Cash and card processing
- Product knowledge
Timeline
Team Manager- Amazon Shipping and Delivery Support
Sutherlandglobal Services
10.2022 - 12.2025
Subject Matter Expert- Amazon Retail Department
Sutherlandglobal Services
12.2018 - 10.2022
Customer Service Representative- Amazon Retail
Sutherlandglobal Services
07.2015 - 12.2018
Customer Service Rep- Major League Baseball
Harte Hanks
01.2014 - 03.2014
Bachelor of Science in Nursing
Lyceum- Northwestern University