Ruzzel Joseph Bilog
Santiago, Concepcion, Province Of Tarlac
Summary
Dynamic leader with proven expertise in quality assurance and employee motivation honed. Excelled in enhancing efficiency and quality through effective coaching and technical support. Achieved significant performance improvements by fostering a culture of continuous feedback and development.
Overview
12
12
years of professional experience
Work History
Call Center Supervisor
Iqor Philippines
11.2018 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
Call Center Agent
Iqor Philippines
06.2013 - 11.2018
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
Customer Service Representative
Sutherland Global Services
02.2013 - 05.2013
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Associate of Science - Computer Science
Asian Institute of Computer Studies
Fairview, Quezon City04-2011
High School Diploma -
Benigno S. Aquino National High School
San Nicolas, Concepcion, Tarlac04-2009
Concepcion West Central Elementary School
Santiago, Concepcion, Tarlac03-2005
Skills
- Quality assurance
- Coaching and mentoring
- Employee motivation
- Technical support
- Reporting skills
Additional Information
Birthdate : July 19, 1993
Place : Manila
Status : Married
Citizenship : Filipino
Religion : Roman Catholic
Dialect Spoken: English, Tagalog, Kapampangan
Timeline
Call Center Supervisor
Iqor Philippines
11.2018 - Current
Call Center Agent
Iqor Philippines
06.2013 - 11.2018
Customer Service Representative
Sutherland Global Services
02.2013 - 05.2013
Associate of Science - Computer Science
Asian Institute of Computer Studies
High School Diploma -
Benigno S. Aquino National High School
Concepcion West Central Elementary School
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