Donnel Rocero

DONNEL PAGAY ROCERO Block 7 Lot 7, Deca Homes Subdivision, Barangay Balele, Tanauan City Batangas Mobile No- Email Address:- EMPLOYMENT HISTORY Customer Service Specialist (Chat/Voice) | TELUS International Philippines June 2019 - March 2020 Job Description: Customer support applies the principles of customer service in helping customers solve problems and make decisions but, in addition, functions as part sales, part tech support, and part customer success. We support Chat and Voice (offer products and services, up-sell, billing concern, product and services inquiry, Order processing, appointment setter and re-scheduler and a lot more. __________________________________________________________________________________ ___ Business Process Outsourcing Representative | TELUS International Philippines March 2011 - June 2019 Job Description: Back Office Support (fall out order includes fixing order with error, push stuck order to delivery/completion status, as well as dropping order to assigned product, service activation/suspension, basic back-end trouble shooting and data synchronization, porting number process and a lot more __________________________________________________________________________________ ___ Community Support Agent (Paypal) | Eperformax Contact Center June 2008 - May 2009 Job Description: Customer support applies the principles of customer service helping customers solve problems and make decisions. It includes things like answering customer questions, providing assistance with onboarding, troubleshooting, and upgrading customers to a new product or services. __________________________________________________________________________________ ___ Restaurant Supervisor | Zafnet Company (Riyadh Saudi Arabia) November 2007 - March 2008 Job Description: Handle’s day–to-day store operations, adherence to schedule and to ensure delivery of a consistently superior customer experience. Offers solutions and suggestions for process and product improvement to management. Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business. Compiling reports on the team’s performance and customer feedback. Ensure optimal staffing for day-to-day handling of stores. __________________________________________________________________________________ ___ Inbound Sales Associate (Dell Computers) | TELUS International Philippines May 2007 - October 2007 Job Description: Responsible for answering calls for customers or potential customers. Provide exclusive assistance to existing and new customers with concerns or inquiries and offer parts and services as sales opportunity. __________________________________________________________________________________ ___ Outbound Sales Agent | CallHaven Inc. August 2006 - May 2007 Job Description: Reaching out to customers and potential customers to promote and sell a product or service like vacation packages, tours, mortgage and insurance packages. __________________________________________________________________________________ ___ Assistant Manager | KFC Philippines / Hi-flyers Food Inc. September 2003 - February 2006 Job Description: To manage the day–to-day planning, store operation and problem-solving of team members to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused team member and to act as the communication conduit between Front liners. Managing the store, adherence to schedule. Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business. Compiling reports on the team’s performance and customer feedback. Offers solutions and suggestions for process and product improvement to management. __________________________________________________________________________________ ___ Team Member | KFC Philippines / Hi-flyers Food Inc. April 2000 - April 2003 Job Description: Greet and talk to customers in a courteous manner. Worked closely with other team members to deliver service level components, quality products, productivity targets & service standards. __________________________________________________________________________________ ___ Sales Utility Clerk | SM South Mall / International Toy World Inc. September 24,1997 - February 23, 1998 Job Description: Greet and talk to customers in a courteous manner. Answer and respond to customer inquiries regarding merchandise. Assist customers in locating the merchandise they need. Suggesting options that fit their needs, providing instruction on using products and checking customers out when they are finished shopping. TRAININGS_____________________________________________________________________________________ Project S.K.I.L.L Training: (Skill and Knowledge Integrated Learning for Leaders) December 2018 Switchgear Training: (Coaching Sustainment Training & Quality Analysis) June 2018 iAspire Basecamp Leadership Development Program March 2017 Completion of Personal Empowerment Program (Personal and Professional Development) 2013 TESDA Scholarship Cert for Call Center Agent NCII July 2008 Certificate of Completion: Diction, Intonation and Enunciation Training July 2008 EDUCATIONAL ATTAINMENT____ Bachelor of Science in Computer Science Eulogio “Amang” Rodriguez Institute of Science and Technology Manila, Philippines (1999 – 2003) I hereby certify that the above information are true and correct to the best of my knowledge and belief.