Summary
Overview
Work History
Education
Skills
Timeline
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Rowell M. De la Cruz

Rowell M. De la Cruz

Antipolo City

Summary

My name is Rex and I would like to describe myself as an Industrious and competent professional with over 8 years of successful experience in the industry, characterized by strong analytical, communication, and teamwork skills. Proven ability to quickly adapt to new environments while fostering a positive attitude and commitment to continuous learning and growth. Eager to contribute to team success and enhance professional skills in a dynamic setting. Dedicated to driving results and achieving excellence in every endeavor.

Overview

10
10
years of professional experience

Work History

Service Resolution | Tier 2

ClearSource BPO Inc
05.2023 - Current
  • Efficiently generate dispatch work orders to address appliance related issues reported by homeowners.
  • Expert resolving in tickets, ensuring customer satisfaction and loyalty.
  • Achieve high-ticket resolution rate with attention to detail.

Case Manager / Escalation

Quantrics Enterprises Inc.
02.2018 - 04.2023
  • Demonstrated expertise in handling escalated customer interactions, effectively resolving concerns.
  • Showed initiative in intercepting repeat customer queries, ensuring timely resolution and high satisfaction rates.
  • Effectively championed continuous improvement by providing insightful feedback to service agents.

Technical Support | Tier 2

The Results Companies
05.2017 - 10.2017
  • Proficient in addressing unresolved tickets, showcasing expertise in wide range of technical tools and resolutions.

Customer Service Representative

Sitel Philippines
11.2015 - 02.2017
  • Expert in swiftly resolving clients’ billing and technical issues related to their service, ensuring customer satisfaction.

Education

Bachelor of Science - Criminology, Major in Police Administration

The University of Manila
10.2007

Skills

  • Client support
  • Detail-oriented data management
  • Persuasive writing skills
  • Financial record management
  • Graphic Design

Timeline

Service Resolution | Tier 2

ClearSource BPO Inc
05.2023 - Current

Case Manager / Escalation

Quantrics Enterprises Inc.
02.2018 - 04.2023

Technical Support | Tier 2

The Results Companies
05.2017 - 10.2017

Customer Service Representative

Sitel Philippines
11.2015 - 02.2017

Bachelor of Science - Criminology, Major in Police Administration

The University of Manila

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    <ul> <li>Operations Management Responsibilities:</li> <li>Supervised a cross-functional team of over 40, including field technicians, logistics personnel, and customer service agents.</li> <li>Developed and implemented SOPs that improved field installation efficiency by 30%.</li> <li>Managed nationwide GPS device deployments for fleet clients, coordinating logistics, and resource allocation.</li> <li>Maintained service-level agreements (SLAs) with clients, ensuring a 95%+ client satisfaction rate.</li> <li>Monitored and managed the inventory of GPS tracking devices and installation equipment.</li> <li>Generated and presented monthly operational performance reports to executive leadership.</li> <li>IT Management Responsibilities:</li> <li>Led the administration and technical maintenance of the Nsoroma GPS tracking platform (web and mobile).</li> <li>Oversaw server infrastructure, software updates, and data security across internal systems.</li> <li>Integrated third-party APIs into the company’s GPS platform for enhanced client reporting.</li> <li>Provided tier-2 technical support for software and hardware issues, reducing resolution time by 40%.</li> <li>Implemented cybersecurity protocols and backup solutions to secure client data.</li> <li>Researched and deployed new GPS hardware models, reducing device failure rates by 25%.</li> </ul> at NSOROMA GPS LTD<ul> <li>Operations Management Responsibilities:</li> <li>Supervised a cross-functional team of over 40, including field technicians, logistics personnel, and customer service agents.</li> <li>Developed and implemented SOPs that improved field installation efficiency by 30%.</li> <li>Managed nationwide GPS device deployments for fleet clients, coordinating logistics, and resource allocation.</li> <li>Maintained service-level agreements (SLAs) with clients, ensuring a 95%+ client satisfaction rate.</li> <li>Monitored and managed the inventory of GPS tracking devices and installation equipment.</li> <li>Generated and presented monthly operational performance reports to executive leadership.</li> <li>IT Management Responsibilities:</li> <li>Led the administration and technical maintenance of the Nsoroma GPS tracking platform (web and mobile).</li> <li>Oversaw server infrastructure, software updates, and data security across internal systems.</li> <li>Integrated third-party APIs into the company’s GPS platform for enhanced client reporting.</li> <li>Provided tier-2 technical support for software and hardware issues, reducing resolution time by 40%.</li> <li>Implemented cybersecurity protocols and backup solutions to secure client data.</li> <li>Researched and deployed new GPS hardware models, reducing device failure rates by 25%.</li> </ul> at NSOROMA GPS LTD

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Rowell M. De la Cruz