Roderick Delos Santos

RODERICK DELOS SANTOS #23 Jade Street Greenpark Village Cainta Rizal 1900• Cell:- •- Professional Summary        Highly experienced technical and customer service professional. Excels in a fast paced environment. Works well independently as well as part of a team. Committed to excellence with strong inbound call center experience for the leading and largest telecom company in the United States. Has extensive knowledge with Mobile phone products. Can demonstrate capacity to identify root causes of technical issues and direct users to lasting resolutions. Adept at providing complex and technical to users of varying technical understanding. Knows basic mobile web troubleshooting, software applications and hardware with proven ability to master new tools and technologies quickly. Has excellent verbal and written communication skills. Diplomatically resolve customer complaints and diffuse tension to ensure customer retention. Highly organized, dedicated with a positive attitude. Skill Skilled in call center operations Customer interface expertise Multi-line phone operation proficiency Work History Customer Associate 10/2020 – present HOPLA.ONLINE USA  Answering customer queries, concerns, and issues. Order tracking (follow up with carriers such as FedEx, Osm, and Usps  Providing support thru email; and social media accounts ( Facebook, Twitter, and Instagram) TSR, Sales 03/2017 to 03/2020 Concentrix – Techno Plaza 2 Bagumbayan Eastwood Libis Q.C. Broadview Network/ Windstream  Complete configuration guides for VoIP devices, IP Phones , PC Phone, Mobile Phones and more.  Troubleshooting for registration problems, voice quality, one-way audio, incoming calls problems or other issues such as drop calls  Assisting Tier 2 and Tier 3 in following up on tickets created by customer and 3 rd party IT support.  Was assigned to assist T2 and T3 to troubleshoot and resolved portal triage tickets via email and call.  Work hand in hand with T2 repair, T2 activations and project managers to resolve customers concern.   Training end users and managers on how to set up and use VOIP. Multitasking (emails, chat and calls) Can do both at the same time. CSR, 05/ 2016 to 10/2016 Remitly – 9th floor Robinson Cybergate Alpha , Garnet Road Ortigas Pasig     Reviewed files, records and other documents to obtain information and respond to requests . Accessed computerized financial information to answer questions related to specific accounts. Follow up with partner bank to obtain information to solve customer’s concern. Determine fraudulent activities. CSR, 01/2014 to 11/2015 Microsourcing Philippines Inc. – Felina Bldg. Eastwood City Bagumbayan Q.C. Live Career      Effectively managed a high-volume of inbound customer calls and emails. Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes. Accurately documented, researched and resolved customer service issues. Managed high call volume with tact and professionalism. CSR/TSR, Sales 08/2012 to 04/2013 NCO EGS – 4/F Eugenio Lopez Jr. Communications Center, ABS CBN Compound Mother Ignacia Ave. Quezon City       Effectively managed a high-volume of inbound and customer calls. Answered a constant flow of customer calls . Addressed and resolved customer product complaints empathetically and professionally. Defused volatile customer situations calmly and courteously. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Acted professionally and patiently when addressing negative customer feedback. Education Bachelor of Science: Commerce Management, 2000 Jose Rizal College - Shaw blvd. Mandaluyong City