Rolando J. Tamayo Jr.
Address: Rosario, Batangas, Philippines, 4225
Phone: -
E-mail:-
Highly motivated, energetic, and solution provider with
over 8 years of professional experience in resolving
account and service concerns for customers and with
track record of dependability and leadership focused on
surpassing expectations to ensure excellent customer
experience.
SKILLS
• Has in-depth knowledge in MS Office applications mainly MS
Word, Excel, and PowerPoint.
• With superb skills in customer service, complaint handling,
admin, and quality assurance.
• Has initiative and can work with minimal supervision.
• Keen to details, goal-oriented, and highly organized.
• Reliable, self-managed, self-motivated, and can work effectively
under pressure.
• Fast learner, flexible and adaptable, driven, enthusiastic, with
positive attitude.
• Critical thinker with strong leadership, training, and mentoring
skills.
WORK HISTORY
Quality and Communications Specialist
Orchid Cybertech Incorporated, Ortigas Center, Pasig City, Philippines
July 2012 - January 2017
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Worked hand in hand with Operations Manager in building a new
department from the ground up.
Implemented processes to boost customer experience and simplified
procedures to reduce average customer handling time.
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Developed all test scripts workflow processes, training documents, and
facilitates interviews and trainings to new staff prior to endorsement to
operation and facilitates up-training, coaching, feedback and assistance to
agents in making sure they understand new policies and procedures for
quality.
Monitored inbound, outbound calls, and emails of five teams (Complaints,
Retention, Cancellation, Plan Change, and Customer Service Email and
Phone Support) to ensure quality compliance and to provide constructive
feedback and complete and accurate quality and productivity reports.
Provided feedback to other operation supports, supervisors and managers
when creating action plans and/or process improvement
Ensures that excellent customer experience is provided in all levels of
support from customer service-related inquiries up to customer
complaints.
Retention Officer
Orchid Cybertech Incorporated, Ortigas Center, Pasig City, Philippines
April 2011 - June 2012
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Persuaded customers not to cancel and stay with the company, by
identifying and understanding the customers’ needs and providing the best
Win Win solution to the problem.
Upselling products to customers, thoroughly explaining details.
Collected customer feedback and made process changes to exceed
customer satisfaction goals.
Customer Service and Administration Staff
Orchid Cybertech Incorporated, Ortigas Center, Pasig City, Philippines
February 2009 – March 2011
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Maintained customer satisfaction over the phone and via email with
forward-thinking strategies focused on addressing customer needs and
resolving concerns.
Liaised with customers, management and sales team to better understand
customer needs and recommend appropriate solutions.
Performed Admin tasks such as change of plan, invoice preparation,
account details update, cancellation and equipment order processing.
EDUCATION
Bachelor of Science Major in Business Management
De La Salle - Lipa - Lipa City, Batangas, Philippines, 4217
June 2002 - March 2008
