Rowena Birung
Pateros,Region
Overview
20
20
years of professional experience
2
2
years of post-secondary education
Work History
Customer Operations Specialist
Uber
Taguig
08.2021 - Current
Escalation Support
Alorica
Makati
04.2012 - 07.2018
- Handles escalated calls from COS
- Coaching assistance for COS on identified opportunities with the escalated calls.
- Provides support for newbies/new hires
- Escalates critical issues directly to client.
Customer Service
Startek
Makati
09.2010 - 04.2012
- Provides voice primary support to our Telco customers. * Line activation, additional features, etc.
- Educate customer on billing and technical support
- Handles customer complaint and other issues related to their product.
- Cross-trained to chat support for General Customer Service
Admin/HR Head
SLL Cables Specialist
Paranaque
02.1998 - 03.2004
- In charge of coordinating an organization's administration system and general workflows.
- Identifying opportunities to improve a business’ policies or objectives
- Hiring, training , supervising (admin staff)
- Facilitates communication throughout a company
- Reviews salary, incentives, and benefits for employees.
- Recommends career opportunities for employees based on their performances
- Recommends training programs for employees
- Represents the company meetings with clients for business opportunities
- Attends career advancement programs for continuous learning
Sales and Technical Coordinator
Sunley Inc.
Makati
03.1992 - 12.1997
- Set schedules for preventive maintenance and on-site repairs.
- Handled calls for technical support to back up team members.
- Communicated with both team members to keep project on schedule.
- Prepares weekly sales and technical reports
- Constrained as admin staff *Organize and schedule appointments and meetings *Create and maintain filing systems *Organize travel arrangements for senior managers, etc
Education
Associate of Science - Jr. Secretarial
Famous Academy
Mandaluyong City 06.1987 - 03.1989
Timeline
Customer Operations Specialist
Uber
08.2021 - Current
Escalation Support
Alorica
04.2012 - 07.2018
Customer Service
Startek
09.2010 - 04.2012
Admin/HR Head
SLL Cables Specialist
02.1998 - 03.2004
Sales and Technical Coordinator
Sunley Inc.
03.1992 - 12.1997
Associate of Science - Jr. Secretarial
Famous Academy
06.1987 - 03.1989
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