Gen Henry Rosal

Gen Henry E. Rosal II 044 Beneco Compound, Alapang, La Trinidad Benguet E-mail Address:-| Cellphone: - To utilize my extensive ability through performing the task satisfactory, punctually and eventually take part in the success of the company through contribution of ideas and efforts for its advancement. ACHIEVEMENTS SITEL: Top Customer Satisfaction (TACR!FT) agent for the 2nd Quarter of 2010 Presented during the Quarterly Recognition Party 2010 SITEL: Under my watch, the team/s I’ve handled have been consistent in meeting and exceeding the campaigns goals with me being a team lead for 10 months. SITEL: Top Team Leader 1st quarter of 2017 KNOWLEDGE, ABILITIES and SKILLS Outstanding Customer service and/or comprehensive call center knowledge Excellent written and verbal communication skills Ability to work closely with other team members and departments Creative troubleshooting/problem resolution skills and the ability to determine when existing protocols are sufficient Experience in basic technical help desk operations Proficient in MS Office applications and the aptitude to learn and apply new applications quickly and easily. Strong organization, customer service & problem solving skills with attention to detail. Ability to multi task, organize/prioritize needs to meet deadlines. Able to work independently and/or within a team setting Accustomed to being managed to strict performance guidelines. Experience in handling Tier 2/Supervisory calls in addition to handling Triage/Chronic callers queue. EMPLOYMENT HISTORY March 2009 – June 2012 Technical Support Representative, AT&T-Bellsouth DSL (SITEL) Handled inbound calls from AT&T-Bellsouth Residential Customers for ADSL assists customers with their Bellsouth DSL issues regarding connectivity, browsing, email and other related issues. Provides basic troubleshooting with non-supported issues like setting up and configuring home networking and other computer related concerns. June 2012-July 2013 Triage / Chronic Escalations Representative, SITEL I was included and pioneered the newly established AT&T Triage Escalation Team which handled and took ownership of callers from the repeat callers queue. July 2013-August 2014 Tier 2 / Dedicated Product Specialist, SITEL AT&T I was promoted as a Level 2 agent with AT&T DSL technical support wherein provided real time assistance for our Level 1 agents and handled escalations for calls requiring advance knowledge and expertise. August 2014-May 2017 Team Lead, SITEL AT&T I became a team leader/supervisor with AT&T technical support where my primary role is making sure that the team is able to achieve the campaigns KPI and at the same time train and develop level 1 agents under my direct supervision to be more competitive on this expanding industry. July 2017 to Present Team Lead, SITEL DIRECTV I am currently a team leader/supervisor for Directv ACE (Sales and Billing) where my primary role is to train and develop agents in handling Billing and Sales lines of businesses with great focus in improving Customer Experience. EDUCATIONAL BACKGROUND June 2001-March 2003 Bachelor of Science in Accountancy and Commerce Saint Louis University, Baguio City June 2003 – April 2007 Bachelor of Science in Nursing Pines City Colleges, Baguio City REFERENCES ON REQUEST