Roel Jordan Ramos

Adept at process optimization and technical troubleshooting, I significantly enhanced equipment uptime and customer satisfaction. My ability to manage priorities and foster teamwork, coupled with expertise in scheduling and problem-solving, positions me as a valuable asset. Achieved a notable improvement in operational efficiency through meticulous planning and coordination. Roel Jordan Ramos Work History 2023-03 - Maintenance Coordinator 2024-05 The Cal Agents • Coordinated emergency response efforts during unexpected breakdowns, mitigating risks to personnel safety and production timelines. Customer Care Specialist • Leveraged strong organizational skills to manage competing priorities under tight deadlines, ensuring the timely completion of all tasks. Contact • Improved equipment uptime by implementing preventive maintenance schedules and Address coordinating routine inspections. Antipolo City, Rizal 1870 • Managed vendor relationships for timely delivery of Phone parts and services, ensuring smooth operations - within the facility. • Monitored priorities and liaised between E-mail maintenance team and management, delegating - tasks to complete on time. m • Improved overall equipment effectiveness, meticulously documenting and analyzing Skills maintenance logs to identify and address recurring issues. Customer Experience • Ensured compliance with safety regulations, Specialist conducting regular audits and addressing potential hazards proactively. Invoice creation Technical troubleshooting 2022-03 - (Computers/Networks 2023-03 /TV/Homephone) Task management Process optimization Data analysis Scheduler/Maintenance Coordination Local Plumbing Group Australia • Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments. • Optimized scheduling processes by implementing efficient software tools and organizational systems. • Established and maintained strong working Scheduling relationships with both internal and external Excellent Communication stakeholders, facilitating open communication channels for improved collaboration. Problem-Solving • Consistently met deadlines by effectively allocating Teamwork and resources, tracking progress, and making necessary Collaboration adjustments to schedules as needed. • Maintained high levels of customer satisfaction Planning and Coordination through diligent scheduling coordination, ensuring Multitasking Abilities all deliverables were met within agreed timeframes. • Utilized scheduling software to its full potential, Good Telephone Etiquette Critical Thinking Analytical and Critical Thinking enabling more accurate and efficient planning. 2017-01 - Technical support specialist 2022-02 Bell Canada • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution. • Trained new hires on technical support procedures, contributing to overall team success and performance improvement. • Resolved Number technical support inquiries per day. • Improved customer satisfaction by efficiently resolving technical issues and providing timely support. • Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly. • Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships. • Collaborated with supervisors to escalate and address customer inquiries or technical issues. • Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency. • Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends. • Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions. • Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding. • Developed comprehensive knowledge of company''s products and services to provide accurate solutions to client inquiries. • Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction. • Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution. • Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed. 2014-11 - Customer Experience specialist 2016-12 HI Pages Australia • Utilized telephone, online chat, and email platforms to deliver outstanding customer service. • Documented customer interactions in internal database to maintain customer service history details. • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities. • Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience. • Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty. • Enhanced customer loyalty by promptly resolving complaints and ensuring positive brand experience. 2012-02 - Technical Support Specialist 2013-12 Melbourne IT Australia • Resolved Number technical support inquiries per day. • Improved customer satisfaction by efficiently resolving technical issues and providing timely support. • Collaborated with supervisors to escalate and address customer inquiries or technical issues. • Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency. • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals. • Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends- Business Billing Specialist Telus International Philippines • Researched and resolved billing discrepancies to enable accurate billing. • Worked with multiple departments to check proper billing information. • Strengthened client relationships through effective communication regarding billing issues and concerns. • Enhanced customer satisfaction with timely and accurate invoice generation. • Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department. • Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing writeoffs. • Maintained detailed records of each account''s payment history, providing easy access to information for audit and analysis purposes. 2009-05 - Technical support specialist 2010-12 Dell Computers • Recorded and maintained relevant notes for each client and work order. • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks. • Reduced response time with effective communication skills, ensuring customers received prompt assistance. • Explained technical information in clear terms to promote better understanding for non-technical users. • Used ticketing systems to manage and process support actions and requests. • Managed high levels of call flow and responded to technical support needs. Education- Bachelor of Science in Nursing Unciano Colleges Antipolo 2004-01 - Bachelor of Science in Nursing 2005-04 Far Eastern University Additional Information Flexible with work schedule and can Start ASAP References Katrina Kaye Deguzman, Team Leader, Bell Canada, -,-