ROCKY RIMANDO
Social Media Manager | Consultant
PERSONAL BACKGROUND
As a detail-oriented and organized individual, I
take pride in completing assignments on time and
with accuracy. I have had about ten years in the
Customer Service space as a Customer Service
Representative and Supervisor role, two years as a
Virtual Assistant.
ACHIEVEMENTS
Top Subject Matter Expert for Customer
Service
Top Team Leader for 2 consecutive quarters.
Named as the Work-At-Home IT guy of the
program for stepping up during the Work-AtHome deployment at the start of the pandemic.
And it did not end there, IT support has already
been a day to day life.
WORK EXPERIENCE
Social Media Manager
Freelance
October 2021 - Present
Oversees a company's interactions with the public through
implementing content strategies on social media platforms.
Deliberate planning, strategy and goal setting.
Development of brand identity, awareness and online reputation.
Content management (including website)
SEO (search engine optimization) and generation of inbound
traffic.
Cultivation of leads and sales.
Reputation management.
Admin Support | Virtual Assistant
Dr. Jenny Tufenkian, N.D., Homebased Office
July 2021 - Present
Assist CEO in day to day activities
Email Support
Basic Graphic Design and Video Editing
Calendar Management
Social Media Management
Customer Support
Customer Care Supervisor
GET IN TOUCH WITH ME
Mobile: -
Email:-Facebook: https://facebook.com/rocky.rimando
Instagram: @rockybentesinko
LinkedIn: www.linkedin.com/in/rocky-rimando
Concentrix (Formerly Convergys) Baguio City
May 2019 – June 2021
Manages, supervise, lead and monitor a team of agents with
different skillsets and tenure. Monitor and mentor agents in order
for them to move up the ladder.
Provide feedback not only on their areas of opportunities, but also
on their small wins / achievements.
Check on the team and individual performance through regular
Side-by-Side, remote monitoring/observations, spot-checks and
evaluations.
Closely work with managers and clients (via email, chat, and calls)
to consistently provide updates and improvements.
Subject Matter Expert
Concentrix (Formerly Convergys) Baguio City
February 2017 – May 2019
Provide assistance and support team members.
Assist in taking escalations.
Lead mini teams to meet their goals.
Work closely with team leaders to achieve goals and provide
feedback for process improvement.
PREVIOUS EDUCATION
Saint Louis University
Bachelor of Science in Accountancy Undergraduate
Attended from June 2004 to March 2006
WORK EXPERIENCE
Customer Care Associate
Concentrix (Formerly Convergys) Baguio City
September 2015 – February 2017
Receive calls from client customers to resolve their concerns
and/or request/s.
Send emails to client customers to follow up and resolve and their
concerns and/or request/s.
Provide excellent customer service experience.
General Virtual Assistant
Chiropractically Yours | Home Based Office
January 2014 – July 2015
Follow up with insurance companies with regard to claim statuses
for chiropractic patients.
Update logs for submission for client review and sending to
chiropractors.
Call Personal Injury Case Adjusters to check bill statuses and/or if
settlements have been made.
Case verification for patients.
Benefits verification for patients.
Training for new staff.
Assisted CEO with daily activities.
Freelancer
Virtual Assistants International | Home Based Office
July 2013 – January 2014
Assisted in creating membership sites.
Basic tweaks on a WordPress site.
Data Entry for an event
Assisted a client in teleseminars.
Helped a client with MailChimp account.
Helped a client with PayPal account.
Assisted in transcribing audio materials
Assisted in uploading videos in a cloud base server.
Web Development Sales Representative and
Project Manager
Allied Web Designs Inc. | Baguio City
January 2013 – June 2013
Manage projects from initiation to closure.
Track project progress and present status reports to client.
Effectively resolve any project related issues.
Coordinate and report progress to Senior Project Manager.
Achieve and exceed monthly quota set for the department.
Team Leader/Pilot Caller
Allied Web Designs Inc. | Baguio City
August 2011 – January 2013
Manage, train and help the development of team members.
Familiarize every team member with the client requirements to
support task performance.
Coordinate directly with the Call Center Operations Manager for
the client’s and team’s needs to help achieve goals.
Test calling for prospective projects, create respective analysis and
present detailed reports to the managers and clients.
Sales Representative
Allied Web Designs Inc. | Baguio City
September 2009 – August 2011
Cold calling to sell websites being the company’s product
Manage projects until the website is fully programmed.
Search for leads using the internet.
SKILLS
WORK EXPERIENCE
Communication
Customer Service Representative
Effective speaking
Clear and concise writing
Interpersonal
Works well with others
Supports and motivates others
Organizational
Multi-tasks
Set and meet goals
Management
Train and coach team members
Enforces policies
TeleTech Customer Care Management Philippines, Inc.
January 2009 - July 2009
Receive calls from client customers to resolve complaints and
answer inquiries regarding telecommunication products and
services.
Quality Assurance Specialist
NCO Group | Clarkfield, Pampanga
October 2008 - January 2009
Set quality standards for incoming and outgoing calls based on
client requirements.
Train agents before putting them on the production floor to ensure
that company and client standards are followed.
Record, listen and grade calls keeping in mind the client’s core
value guidelines and the company’s quality checklist.
Agent coaching and action plan implementation.
Customer Service Representative
NCO Group | Clarkfield, Pampanga
June 2008 - October 2008
Receive calls from client customers to resolve complaints and
answer inquiries regarding telecommunication products and
services.
Technical Support Representative
NCO Group | Clarkfield, Pampanga
April 2008 - June 2008
Receive calls from client customers to resolve complaints
regarding Xbox live and answer inquiries.
Technical Support Representative
Sitel Philippines | Baguio City
February 2007 – November 2007
Receive calls from client customers to resolve complaints
regarding their internet connection and answer inquiries.
