Rochelle Jane Pangilinan

I have handled a US telco account for two years as a customer service representative, taking inbound calls, processing payments over the phone and doing basic troubleshooting. I was also a part of an online shop in Australia, worked as a customer representative, answering caller's queries over the phone and emails. I've experienced handling urgent customer complaints through social media, assigned to contact customers (mostly irate) and resolve their issues immediately to avoid further complaints that may arise. I took inbound calls for a tolling account in Australia then became a Quality Assurance Specialist, making sure that the quality of the calls meet clients standards, experienced doing and facilitating calibrations, providing feedback to clients, doing investigations, coachings, and all quality-related tasks in the operation.