KENNETH T. ROSALES
Makati City
Summary
Detail-oriented professional with excellent communication and presentation skills. Skilled in quality assurance, process improvement, and learning program development. Proficient in Microsoft Office Suite with a basic IT background. Strong team player committed to continuous growth and operational excellence.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
IT Managers Inc.
05.2022 - 01.2023
- Assist U.S.-based customers with inquiries regarding their online orders.
- Monitor and track the status of online orders to ensure timely updates.
- Address and resolve complaints related to store transactions and services.
Support Specialist
OSI Consulting Inc.
10.2021 - 03.2022
- Handle phone calls and respond to emails from WeWork building members.
- Manage security and access-related email inquiries.
- Address emergency calls related to building situations.
Customer Service Representative
Concentrix
07.2019 - 07.2021
- Answer incoming calls from U.S.-based customers regarding their online orders.
- Assist customers by providing complete information and resolving their inquiries efficiently.
- Minimize customer effort by ensuring all necessary actions are taken to prevent repeat calls.
- Act as a Subject Matter Expert (SME) by supporting fellow agents when they need assistance.
- Provide guidance on product knowledge and assist with escalation calls.
- Serve as a Point of Contact (POC) for troubleshooting and agent support.
- Set up system units and computers for Work-from-Home (WAH) agents.
- Ensure all tools and systems are functional before deploying computers to WAH agents.
- Perform basic troubleshooting for computer-related issues.
Quality Analyst
Accenture
07.2023 - Current
- Monitor and evaluate outbound calls to ensure compliance with company policies and quality standards.
- Provide detailed feedback to agents on performance, highlighting strengths and areas for improvement.
- Develop and implement quality assurance processes to enhance agent service performance.
- Maintain detailed records of call evaluations, performance metrics, and quality trends.
- Work closely with team leads and management to develop action plans for quality improvement.
- Provide regular reports and insights on quality trends and agent performance.
Education
Dentistry -
CENTRO ESCOLAR UNIVERSITY
01.2019
STEM - Dentistry
CENTRO ESCOLAR UNIVERSITY
01.2018
High school or equivalent -
PITOGO HIGH SCHOOL
01.2016
Elementary School -
NEMESIO I. YABUT ELEMENTARY SCHOOL
01.2012
Skills
- Excellent written and verbal communication abilities
- Skilled in delivering captivating and effective presentations
- Committed to continuous learning and professional growth
- Highly creative and innovative in developing learning activities and programs
- Strong ability to build positive relationships with peers and colleagues
- Basic understanding of IT concepts
- Proficient in Microsoft Office Suite, including Excel, Word, and PowerPoint
- Experience in quality enhancement and process improvement
- Knowledge of audit procedures and quality assurance processes
Personal Information
- Age: 24
- Place of Birth: Makati City
- Date of Birth: 03/31/00
- Gender: Male
- Nationality: Filipino
- Marital Status: Single
- Religion: Catholic
Timeline
Quality Analyst
Accenture
07.2023 - Current
Customer Service Representative
IT Managers Inc.
05.2022 - 01.2023
Support Specialist
OSI Consulting Inc.
10.2021 - 03.2022
Customer Service Representative
Concentrix
07.2019 - 07.2021
STEM - Dentistry
CENTRO ESCOLAR UNIVERSITY
High school or equivalent -
PITOGO HIGH SCHOOL
Elementary School -
NEMESIO I. YABUT ELEMENTARY SCHOOL
Dentistry -
CENTRO ESCOLAR UNIVERSITY
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