Rommel E. Magdangal

ROMMEL E. MAGDANGAL PERSONAL I NFORMATION ADDRESS: E-MAIL ADDRESS: TELEPHONE NUMBER: MOBILE NUMBER: BIRTHDATE: AGE: HEIGHT: WEIGHT: CIVIL STATUS: CITIZENSHIP: RELIGION: PARENTS: SPOUSE: OCCUPATION: 718-B Octagon Village, Octagon Ave., Dela Paz, Pasig City-,-,- October 23, 1978 38 years 5’10” 150 lbs. Married Filipino Roman Catholic Edgardo T. Magdangal (Deceased) and Leticia E. Magdangal (Retired) Buenafe B. Magdangal Associate Quality Manager EDUCATION De La Salle University Bachelor of Science in Computer Science 1995 to 1999 Saint Anthony School High School Level 1991 to 1995 Saint Anthony School Elementary Level 1985 to 1991 Saint Anthony School Preparatory Level 1984 to 1985 SPECIAL SK ILLS Troubleshooting Technical Writing/Creative Writing Speed Typing Computer Aided Designing/Computer Graphics Designing Computer Programming WORK EXPER IENCE Omega Healthcare Management Systems, Inc. October 2014 to Present Process Coach  Attend client training calls to understand the process, conduct periodic training and assessment for new joinees, associates, and QAs based on the TNI to equip them with the new process, and work with cross functional teams like Ops, SQ and training team  Provide floor support for all new transition projects until projects get stabilized, mentor and manage a group of associates’ span to achieve tasks in terms of quality function by coaching, guiding, motivating the employees Xceed Customer Care Solutions June 2014 to September 2014 Subject Matter Expert  Handling the entire shift on a specific schedule and queues monitoring, provide troubleshooting through email, phone, chat support and Remote Sessions for software and hardware issues  Responsible in the generation of real time reports pertaining to the shift’s performance and any other reports deemed necessary or part of productivity performance Xceed Customer Care Solutions January 2012 to May 2014 Technical Support Representative  Provide troubleshooting through email, phone, and chat support for software and hardware issues  Provide troubleshooting through Remote Sessions Paragon International Customer Care May 2011 to December 2011 Customer Support Representative  Provide offline support through email and phone and online support through chat for an online gaming account  Conduct age verification, background, and security check on customer accounts West Contact Services, Inc. May 2010 to April 2011 Performance Assessment Specialist - International  Monitor the performance of Customer Associate Executives and keep track on the progress of trainees  Submit reports to the proper channels in order for everybody especially the Customer Associate Executives and trainees to be aware of their strengths and weaknesses kgb_ Philippines (formerly InfoNxx Philippines, Inc.) November 2008 to February 2009 SMS QA / Customer Experience Monitor  Monitor the performance of Customer Service Representatives and keep track on the progress of trainees  Submit reports to the proper channels in order for everybody especially the Customer Service Representatives and trainees to be aware of their strengths and weaknesses InfoNxx Philippines, Inc. August 2002 to November 2008 Quality Specialist  Monitor the performance of Customer Service Representatives and keep track on the progress of trainees  Submit reports to the proper channels in order for everybody especially the Customer Service Representatives and trainees to be aware of their strengths and weaknesses InfoNxx Philippines, Inc. February 2002 to August 2002 Customer Service Representative  Processing of U.S. and international calls for directory assistance via call center Smartbeep Alpha (Mapmobile, U.S.A.) – V.R. Marketing Resources May 2000 to January 2002 Message-Transcribing Specialist  Transcription of U.S. voice mail messages via call center that become alphanumeric pages A.R.V. Rent a PC Storekeeper  Management/maintenance of a PC Rental Shop January 2000 to May 2000 Easycall Communications Philippines, Inc. – V.R. Marketing Resources June 1999 to January 2000 Message-Handling Specialist  Encoding of phone-in messages via M.H. Services that become alphanumeric pages  Customer relations management via Help Desk Services Interior Resource Center July 1998 to June 1999 Programmer/Graphics Designer  Software management and maintenance of files and databases via programming and troubleshooting  Designing of templates via computer aided designing and computer graphics designing K.M. Homegrown Artist January 1998 to July 1998 Programmer/Graphics Designer  Software management and maintenance of files via programming and troubleshooting  Designing of templates via computer aided designing and computer graphics designing REFERENCES Terrence Calimpon Process Trainer - Nicole Antoinette Vinuya IT Helpdesk - Albert Angelo De Leon Special Accounts Officer - Buenafe Magdangal Associate Quality Manager -