Roselle Domingo Panganiban

ROSELLE D. PANGANIBAN 34 Tropical Avenue, Legacy Homes, BF International, BF Homes, Las Piñas City, 1740 - / - - EDUCATION BACHELOR OF SCIENCE DEGREE IN BUSINESS ADMINISTRATION, MAJOR IN COMPUTER APPLICATIONS, DLSU-College of Saint Benilde, 1997 – 2001. HIGH SCHOOL DIPLOMA, International Christian Academy, 1993 – 1997 WORK EXPERIENCE Full-time Experience: SELF EMPLOYED, Sold products and services via online platforms. During latter part of 2017, focused on introducing a new wireless display adapter that is used for business and schools. September 2015 – Present. TEAM LEADER, Hinduja Global Solutions, 8/F HGS, Plaza E Bldg., Northgate Cyberzone, Filinvest Corporate City, Alabang, Muntinlupa City. September 01, 2014 – August 31, 2015. ● Leads a team of Customer Service Representatives tasked to receive inbound calls for a healthcare account. ● Ensures that each agent hits target metrics on a daily, weekly, and monthly basis. ● Primary goal is that each agent understands the concept of Customer Satisfaction and First Call Resolution. TEAM MANAGER, Sykes Asia, Inc., 5/F K-Pointe Bldg., 23 Gilmore St.,cor Aurora Blvd., New Manila, Quezon City 1112. April 2005 to January 2012. ● Manages a team of Technical Support Agents giving support to clients’ APAC/US customers. Makes sure that each agent hits target metrics on a daily, weekly, and monthly basis. Facilitates coaching and mentoring. In-charge of performance appraisal, people management and employee development. Makes sure that agents in the team understand their goals and objectives. Looks after the queue, and makes sure that service level does not go below standards. Collates day end reports, formulates analysis and action plans and submits reports to upper management and client in a day to day basis. ● Aside from teaching new agents for the account, also responsible in training fellow team leads in the in tools being initiated by the company for PEP sessions. SENIOR TECHNICAL SUPPORT ENGINEER (Subject Matter Expert), Sykes Asia, Inc., 7th Floor Burgundy Corporate Tower, 252 Sen. Gil Puyat Ave., Makati City 1200. April 2004 to March 2005. ● Handled escalations from Level 1 Technical Support Engineers, as well as managing supervisory calls. Participate in round table discussions with client and L2 to discuss and formulate ideas/solutions to current and new issues. ● Submit daily, weekly, and monthly reports regarding team performance. TECHNICAL SUPPORT ENGINEER, Sykes Asia, Inc., 8th Floor Burgundy Corporate Tower, 252 Sen. Gil Puyat Ave., Makati City 1200. September 2003 to March 2004.  Offer Technical Support via phone and e-mail to U.S. based clients. Pioneer member of the account. Customer Service Representative, CQuadrant, 7/F Jacinta II Bldg., Edsa Guadalupe, Makati City. January to November 2002. ● Responsible for telemarketing foreign and local clients’ products and services ● Look for clients who want to outsource their call center operations MEMBER SERVICES REPRESENTATIVE, Diners Club, Security International Card Center, Valero St., Salcedo Village, Makati City. November to December 2001. ● Provide quality information regarding cardholder’s account ● Assist the card member with complaint, inquiry, or request over the telephone Part-time and Summer Experience: TECHNICAL SUPPORT ENGINEER, Sykes Asia, Inc., SMPC Bldg., St. Francis Avenue, Ortigas Center, Mandaluyong City. May 2000. ● Answered inquiries from customers via electronic mail EXTRA-CURRICULAR ACTIVITIES Member, Campus Crusade for Christ, De La Salle University. Participated in CCC activities. 2000 to 2001. Community Service, Mother and Child Center. Assisted the social workers and seeing to it that the needs of the children were met. June to August 1999. Member, COMLINK, De La Salle University. Along with other members of the organization, aided in information dissemination regarding the activities and plans of the organization, 1997 to 1998. RESEARCH PAPER PREPARED A BUSINESS PROCESS IMPROVEMENT STUDY ON THE SALES AND INVENTORY SYSTEM OF AUDIO STUDIO, August 2001. SEMINARS ATTENDED ESSENTIAL SKILLS & KNOWLEDGE FOR EFFECTIVE CALL CENTER MANAGEMENT, Sykes Asia inc., July 22-23, 2008 LEGAL DEPARTMENT TRAINING, Sykes Asia, Inc., December 2005 HIGH PERFORMANCE MANAGEMENT TECHNIQUES, Sykes Asia, Inc., September 28-30, 2005 LEARNER’S PROJECT ENABLE, Sykes Asia, Inc., September 02, 2005 MANAGEMENT EXCELLENCE PROGRAM in ACTION, Sykes Asia, Inc., August 31-September 01, 2005 ADULT LEARNING AND TRAINING DELIVERY (Train the Trainer), Sykes Asia, Inc., August 22-23, 2005 FAST START MANAGEMENT TRAINING, Sykes Asia, Inc., December 06-10, 2004 EFFECTIVE TELEMARKETING, Guthrie Jensen, April 23 to 25, 2002 ENGLISH FLUENCY, Guthrie Jensen, April 10 to 12, 2002 SERVICE ATTITUDE, Guthrie Jensen, April 5 to 6, 2002 TELEPHONE SERVICE EXCELLENCE, Security Bank, December 12, 2001 GETTING STARTED IN YOUR CAREER, Cathedral of Praise, March 18 & 25, 2001 PRE-OJT SEMINAR, DLSU-College of Saint Benilde, February 26, 2000 PERSONAL BACKGROUND Male. Born on September 15, 1978 in Buhangin, Davao City. Communicates well in English and Filipino. Knowledgeable in HTML, computer programs such as Microsoft Access, Excel, FrontPage, PowerPoint, Word, and Visual Basic 6, Voice Recognition and Imaging applications. I enjoy playing different sports such as badminton, basketball, golf, and tennis. Likes to surf the Internet, enjoys playing video games, and reading magazines. A person who is ambitious, goal-oriented, hardworking, responsible, and takes the initiative to do things. ReferenceS Will be furnished upon request.