Rounell Tanauan
San Mateo, Province Of Rizal
Summary
With a strong track record in driving operational improvements, I specialize in optimizing business processes to boost efficiency and elevate customer satisfaction. I have successfully led teams, mentoring them to achieve high service standards and deliver exceptional results. Known for my ability to adapt in dynamic environments, I excel in process optimization, team leadership, and fostering collaboration to achieve sustained success and drive continuous improvement.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Subject Matter Expert
Emapta Versatile Services
04.2024 - 09.2024
Led initiatives to enhance operational processes and provide expert guidance to offshore team members, ensuring a high standard of service delivery.
Senior Process Executive
Cognizant
10.2023 - 04.2024
Oversaw key processes to optimize efficiency, while mentoring and coaching junior staff and driving improvements in service quality and customer satisfaction.
Customer Success Associate
Wells Fargo LLC Philippines
02.2022 - 10.2023
Delivered exceptional support to clients, managed inquiries, and facilitated solutions to enhance customer experiences and build strong relationships.
Customer Service Representative
24/7.ai Customer Philippines
07.2020 - 02.2022
Conducted training as an Apprentice Trainer, led teams as an Apprentice Team Leader, and specialized in fraud order resolution, demonstrating versatility in roles.
Technical Support Representative II
Alorica Philippines
12.2018 - 07.2020
Provided high-level chat support, handled outbound/inbound calls, and served as a Subject Matter Expert to resolve complex technical issues for clients.
Customer Service Representative
Convergys Philippines Inc.
04.2018 - 12.2018
Delivered exceptional customer service, focused on retention strategies for a satellite radio account, and acted as a Subject Matter Expert to improve service protocols.
Education
Bachelor of Science - Chemical Engineering
Eulogio Amang Rodriguez Institute of Science And T
Manila, Metro Manila, PhilippinesHigh School Diploma -
Tierra Monte Integrated School
San Mateo, Province Of Rizal, PhilippinesSkills
- Training and mentoring
- Multitasking
- Strategic thinking
- Deep expertise
- Strong analytical skills
- Customer focus
- Team supervision
- People management
- Customer experience
- Process mapping
- Business process management
- Teamwork and collaboration
Certification
- Lean Six Sigma Green Belt Certification - Advanced Innovation Group Pro Excellence
- Lean Six Sigma Yellow Belt Certifications - Advanced Innovation Group Pro Excellence
- Lean Six Sigma White Belt Certification - Advanced Innovation Group Pro Excellence
Languages
English
Bilingual or Proficient (C2)
Filipino
Bilingual or Proficient (C2)
Timeline
Subject Matter Expert
Emapta Versatile Services
04.2024 - 09.2024
Senior Process Executive
Cognizant
10.2023 - 04.2024
Customer Success Associate
Wells Fargo LLC Philippines
02.2022 - 10.2023
Customer Service Representative
24/7.ai Customer Philippines
07.2020 - 02.2022
Technical Support Representative II
Alorica Philippines
12.2018 - 07.2020
Customer Service Representative
Convergys Philippines Inc.
04.2018 - 12.2018
- Lean Six Sigma Green Belt Certification - Advanced Innovation Group Pro Excellence
- Lean Six Sigma Yellow Belt Certifications - Advanced Innovation Group Pro Excellence
- Lean Six Sigma White Belt Certification - Advanced Innovation Group Pro Excellence
Bachelor of Science - Chemical Engineering
Eulogio Amang Rodriguez Institute of Science And T
High School Diploma -
Tierra Monte Integrated School
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