Roberta Joanna Almario

Roberta Joanna G. Almario 🏠 Blk 9 Lot 36 Sicily St. Hills of Maia Alta, Barangay Dalig, Antipolo City, Rizal 1870 ☎️ - 📧-📱rjgozon.almario (Skype) EDUCATION Tertiary | June 2000 to May 2005 | Miriam College, Quezon City Bachelor of Arts Major in Communication Arts and Advertising Secondary | June 1996 to March 2000 | Our Lady of Peace School, Antipolo City EXPERIENCE June 2018 to September 2022 Tawk.to | Chat Support and Agent Lead ● Answered chats for multiple websites and properties ● Created tickets/escalations ● Real-time support to live chat support agents ● Managed the live chat queue ● Monitored attendance and break schedules ● Tracked and reported dashboard system issues ● Delivered in-house and client feedback and coached agents ● Communicated with the Customer Success team to improve property information, tools, and shortcuts ● Supported the Customer Success team in monitoring the Group Chats and responding to client requests July 2016 to January 2018 Hinduja Global Solutions | Technical Support Specialist ● Provided thorough support and problem resolution to customers ● Answered inbound technical support emails and phone calls ● Maintained successful relationships with customers by building value on products November 2015 to January 2016 Balsam Brands International| Customer Service Associate - Email Support (Seasonal) ● Handled general and account inquiries through emails on 3 websites October 2012 to November 2014 Balsam Brands International | Customer Service and Subject Matter Expert - Email Support (Full Time) ● Handled general and account inquiries through emails and chats on 8 websites ● Subject Matter Expert who provided real-time support to seasonal agents and trainees ● Tracked attendance, quality scores, and Average Handling Time ● Administrative and back-office tasks: Created Google Docs trackers, updated Knowledge Base, training materials, and other resources ● Order Processing for multiple lighting websites ● Special projects: SEO, Merchandising, E-Commerce, Website Audit, Research September 2011 to October 2012 Sitel Philippines Corporation | Back Office Specialist ● Created service orders and transcribed requests of New Zealand Telecom customers. Sent outgoing confirmation emails April 2010 to September 2011 Telus International Philippines | Level 2 Email and Chat Support ● Resolved technical issues of Zynga players through emails and chats ● Provided real-time support to trainees and new agents September 2008 to August 2009 Transcom Worldwide | Technical Support Representative - Phone Support ● Activated customers’ Comcast cable boxes during the digital migration in the United States ● Provided basic troubleshooting to customers’ cable boxes and home theatre systems ● Handled customers’ general account-related and technical issues June 2007 to September 2008 | August 2005 to August 2006 Hinduja Global Solutions | Customer Service Representative - Email Support ● Answered general account inquiries of Blockbuster Online subscribers ● Provided proper compensation to customers experiencing service issues March 2003 to August 2003 Kentucky Fried Chicken | Service Crew - Cashier ● Took orders and dispatched their food ● Maintained the restaurant’s order and cleanliness ON-THE-JOB TRAINING March 2004 to April 2004 Warner Home Video Philippines | Marketing Office Staff ● Helped sort the promotional materials that are regularly distributed to establishments ● Contacted the marketing department of different companies April 2004 to May 2004 ABS-CBN News and Current Affairs in “The Correspondents” | Production Assistant ● Answered telephone calls and relaid important messages to the primary staff ● Assisted the production team with the news coverage of Halalan 2004 SKILLS ● ● ● ● ● ● Excellence in Customer Service and administrative tasks Proficient in Microsoft Office, Google Docs, and other client software such as Salesforce, Shopify, Right Now, Live Person, Bold Chat, SAP CRM, Avaya EMC, Siebel, Tawk.to Dashboard Ability to manage and resolve highly technical troubleshooting issues Adaptable, flexible, and open to feedback Patient, diligent, and quality-focused Team player and results-oriented PERSONAL INFORMATION BIRTHDAY: March 31, 1984 SSS:- TIN:- CHARACTER REFERENCES To be furnished upon request