Robert Angeles Lawas

Robert Lawas Customer Care Specialist ______________________________________________________________________________ Dynamic Customer Experience Specialist with over 10 years of expertise in enhancing customer satisfaction and operational efficiency. Proven ability to respond to inquiries across various channels while resolving complaints and driving process improvements. Skilled in collaborating with cross-functional teams to deliver customer-driven enhancements and maintain strong relationships. Committed to fostering a positive customer experience through informed engagement and follow-up, ensuring consistent service quality and adherence to company policies. Ready to leverage extensive experience to elevate customer service functions in a new role. Career Experience Remote Customer Experience Specialist Mobility Department, Ames, Iowa            Jun 2024-Jul 2025 Respond promptly and professionally to customer inquiries across multiple channels (phone, email, chat, and in-person). Provide accurate information regarding products, services, orders, and company policies. Resolve customer complaints efficiently, balancing company policies with customer satisfaction goals. Escalate complex or unresolved issues to appropriate departments for further action. Gather and analyze customer feedback to identify trends and areas for service improvement. Collaborate with cross-functional teams to implement customer-driven enhancements. Build and maintain positive customer relationships through proactive engagement and follow-up. Conduct post-interaction follow-ups to ensure customer satisfaction and continuous improvement. Adhere to established processes and procedures to maintain consistency and service quality. Recommend process improvements to enhance efficiency and customer experience. Maintain accurate, detailed records of customer interactions, feedback, and resolutions in the CRM system. Remote Client Support Specialist ReRoof America Contractors LLC, Edmond, Oklahoma      Jan 2024-Jun 2024 Act as primary contact for customer inquiries, providing exceptional service and support. Schedule and coordinate appointments for roofing installations and warranty services with precision. Manage lead generation efforts, converting leads into confirmed appointments effectively. Collaborate with cross-functional teams to streamline processes and enhance customer satisfaction. Utilize data-driven insights to identify opportunities for service improvements. Project Manager (Consultancy-based) Mecha-Con Enterprise, Pasig City     Jan 2023-Mar2024 Coordination among diverse teams across to ensure consistency and quality in project completion. Manage project timelines, fostering client trust and avoiding potential penalties. Accurate budget compliance for cost estimation to minimizing unnecessary expenses. Procurement oversight and resource allocation and on-site operations support. Remote Carrier Sales Representative Zuum Transportation, Irvine California     Dec 2021-Jan2023 Provide and negotiate freight rates with motor carriers to ensure maximum profitability. Coordinate available customer freight with appropriate motor equipment to optimize logistics efficiency. Consistent service and support t delivery to carriers to strengthen and maintain long-term business relationships. Offshore team collaboration to streamline processes and enhance operational effectiveness. Operations Analyst-Canada MNI Automatic Data Processing, Makati City      Mar 2020-Jun 2020 Consult with clients to deliver comprehensive and customized ADP solutions tailored to their business needs. Analyze existing systems, interface requirements, and business processes to identify areas for improvement. Leverage broad product and industry knowledge to propose value-driven solutions aligned with client objectives. Identify and address client business challenges by recommending and executing appropriate ADP solutions. Collaborate closely with ADP sales and customer service teams to ensure seamless project execution and client satisfaction. Lead Project Senior Consultant Machinemate Mainteneering Services, Rodriguez, Rizal     Nov 2017-Mar 2020 Manage and supervise all mechanical works to ensure quality, safety, and compliance with project specifications. Collaborate with architects, engineers, and on-site mechanical specialists to ensure seamless project execution. Assign tasks to project team members and monitor progress to maintain efficiency and accountability. Provide regular updates to upper management regarding the status of existing field mechanical contracts.  Serve as the primary point of contact for clients, addressing issues and concerns promptly and professionally. Office Manager MCN Freedom! Tech Inc, Quezon City          Supervise general office activities to ensure efficient and organized daily operations. Maintain office services by organizing operations and procedures, and coordinating across departments (Senior Management, Development, Support, Accounting, HR, and Administration). Liaise with vendors, suppliers, building management, and maintenance providers to resolve administrative issues and concerns. Coordinate with government agencies (SSS, BIR, PhilHealth, Pag-IBIG/HDMF) to ensure timely and accurate payment of monthly contributions. Manage monthly, quarterly, and annual tax payments and report submissions to the Bureau of Internal Revenue (BIR). Communicate directly with the outsourced accounting firm to support accurate payroll preparation. Review and oversee the procurement of office supplies and consumables prior to submission for CFO approval. Assist in the quarterly and annual submission of PEZA reports to maintain compliance and eligibility for zero-VAT rating. Report directly to the CEO and CFO, providing support for various administrative and ad hoc tasks. Remote Virtual Assistant and Appointment Setter MyOutdesk LLC, Sacramento, California      Apr 2014-Oct 2017 Sep 2013-Mar 2014 Calling and e-mailing prospective real estate buyers and sellers. Scrubbing leads for Top Producer and Commissions Inc. Booking appointments for buyers to view the residential properties. Provide continuous follow-through and support from listing and closing process of the property purchase. Collaboration with real estate salesperson counterpart in the United States for any concerns and issues. Customer Service Specialist Dell International Services Philippines Inc., Quezon City     Feb 2007-Aug 2013 Provided dedicated service and support to customers and Inside Sales Representatives within Dell Computers’ Medium Business Segment. Processed and dispatched time-sensitive and project-critical exchanges and merchandise returns related to missing, incorrect, or damaged items. Collaborated with back-end support departments to ensure timely follow-up and resolution of all owned service requests. Addressed end-user order issues across the Consumer, Employee Purchase Program, and Small Business divisions.  Parts availability logistics coordination, and manufacturing delay updates with the appropriate internal teams to ensure smooth order fulfillment. Product Trainer Capital One, Pasig City     Jul 2006-Feb 2007 Conducted training sessions and provided comprehensive product knowledge to new-hire trainees and Telephone Sales Representatives for Capital One credit card products and services. Monitored calls to ensure adherence to quality standards and delivery of exceptional service to U.S.-based clients. Prepared and submitted daily training-related deliverables and reports to the Training Coordinator. Communicated product updates and new launches to Team Leaders and Sales Coaches to ensure alignment and readiness across teams. Telephone Sales Representative Capital One, Pasig City    Dec 2005-Jul 2006 Achieved individual and team sales targets for credit card acquisition on a monthly basis. Participated in regular discussions with Team Leaders and Sales Coaches to address team effectiveness and improve productivity. Provided accurate product and service information to consumers, including details on competitive rates comparable to leading U.S. credit card issuers. Motorcycle Sales Coordinator Suzuki Motor Philippines Inc., Pasig City     Jun 2005-Dec 2005 Achieved sales targets for Northern Luzon accounts covering Suzuki dealer locations in Pangasinan, La Union, Baguio City, Abra, Ilocos Norte, and Ilocos Sur. Provided product training, sales guidance, and marketing support to dealer branch managers and sales teams. Planned and organized dealer-specific sales and marketing activities to drive motorcycle sales growth. Assisted motorcycle dealers with factory after-sales support, addressing parts, service, and other operational concerns as needed. Education Philippine School of Business Administration, Quezon City Bachelor of Science in Business Administration, Major in Marketing March 2000 Extra-Curricular Activities Real Estate Brokers Association of the Philippines (REBAP), Tagaytay City Real Estate Brokers Seminar for Licensed Salespersons March 2021 Dell International Services Philippines Inc., Quezon City ComproA: Technical Skills Certification July 2013 Dell International Services Philippines Inc., Quezon City Six Sigma Yellow Belt Certification September 2008 Career Highlights and Accomplishments  April 2022 Employee of the Month awards which was recognized by the client, Zuum Transportation LLC as the only Carrier Sales Representative to bring down the load rates to $ 300 less thereby saving the company hundreds of thousands of dollars for the General Motors El Paso to Grand Prairie TX load lane.  Able to help and establish MCN Freedom! Tech Inc Manila office from a start-up venture to a fully functioning office in terms of office location selection to shortlisting of competent fit-out building contractors for office construction, procurement of all office equipment, registration of business entity in the Philippines up to the management of the whole office on a daily basis.  Awards with 100% customer satisfaction rating from June-August 2008 (Dell International Services Philippines Inc.) Four Team of the Month and Quality Audit Awards and Citations in 2008, 2009 and 2010. Five Year service award citation given by Dell last January 2013. Promoted to Trainer position after the six-month training period in Capital One, July 2006.    Character references upon request.