ROY SCHIEDER CAGULADA
Trece Martires City
Summary
An experienced and dedicated customer service specialist seeking occupational growth in a professional organization.
Overview
15
15
years of professional experience
Work History
Senior Technical Support
T-MOBILE - IQOR
Dasmarinas, Cavite
08.2024 - 10.2024
- Diagnose and troubleshoot: Identify and resolve issues with hardware and software, including account setup and network configuration
- Provide Support: Answer customer question and guide them through solutions over the phone
- Escalate Issues: Report unresolved issues to the appropriate internal teams
- Follow-up: Ensure that issues are resolved and that customers systems are working properly
Fraud Prevention Specialist
Teleperformance Molino/ JP Morgan Chase
Bacoor, Cavite
03.2024 - 07.2024
- Analyze accounts and data to identify suspected fraud activity
- Analyze accounts and transaction patterns to determine existing fraud trends
- Examine data and fraudulent activity to brainstorm new techniques to help prevent future fraudulent activity from happening
- Doing inbound and outbound for credit card application
Advisor 1
Virgin Media, CNX (Concentrix)
Muntinlupa City, Philippines
04.2022 - 12.2022
- Handles customer retention and sales support for Tier 2 of Virgin Media
- Performs blended support to Leslies (Swimming Pool Supplies)
Teammate
Postmates, TaskUs Philippines
Imus City, Cavite
02.2018 - 05.2020
- Performs food order placement to various food merchants in the US
- Completes Level 2 service processes wherein issues on food orders and deliveries are resolved timely and accurately in Zendesk
Data Encoder
Ren-A-Mark Japan Surplus
Dasmariñas City, Cavite
12.2013 - 01.2014
- Performs data encoding of inventory in MS Excel
- Acts as cashier when necessary
Administrative Staff / CSR / Inventory Staff
ServCare Solution Phils. Inc
Makati City, Philippines
08.2012 - 10.2012
- Prepares reports such as inventory balance, price lists, and shortages
- Deals directly with customers either by telephone, electronically, or face to face
- Answers phone calls and respond to customer inquiries and complaints
- Maintains hard copy and electronic filing system
CSR / Product Specialist
Morgan Tech Care Services Corporation
Las Piñas City, Philippines
12.2010 - 02.2012
- Prepares reports such as inventory balance, price lists, and shortages; even defective/unusable items
- Supports staff in assigned project-based work
- Maintains hard copy and electronic filing system
- Up sells products and services
- Handles and resolve customer complaints
- Performs customer verification
CSR / Product Specialist
Greystone Data Systems Phils. Inc.
Makati City, Philippines
08.2009 - 12.2010
- Prepares reports such as inventory balance, price lists, and shortages; even defective/unusable items
- Supports staff in assigned project-based work
- Maintains hard copy and electronic filing system
- Up sells products and services
- Handles and resolve customer complaints
- Performs customer verification
Education
BSBA - Major in Business Management
De La Salle University-Dasmariñas
03.2009
Skills
- Ability to Work in a Team
- Communication Skills
- Microsoft Office
- Customer Service
- CRM Systems
- Critical Thinking
- Inventory Management
Hobbies and Interests
- Technology
- Sports
- Gaming
- Animals
Timeline
Senior Technical Support
T-MOBILE - IQOR
08.2024 - 10.2024
Fraud Prevention Specialist
Teleperformance Molino/ JP Morgan Chase
03.2024 - 07.2024
Advisor 1
Virgin Media, CNX (Concentrix)
04.2022 - 12.2022
Teammate
Postmates, TaskUs Philippines
02.2018 - 05.2020
Data Encoder
Ren-A-Mark Japan Surplus
12.2013 - 01.2014
Administrative Staff / CSR / Inventory Staff
ServCare Solution Phils. Inc
08.2012 - 10.2012
CSR / Product Specialist
Morgan Tech Care Services Corporation
12.2010 - 02.2012
CSR / Product Specialist
Greystone Data Systems Phils. Inc.
08.2009 - 12.2010
BSBA - Major in Business Management
De La Salle University-Dasmariñas