Rolando O.Galang

Rolando O. Galang 130-C Livelihood st. Sitio Talanay, Brgy. Batasan hills Quezon City Cell: - –-Profile Summary • 13 YEARS and 3 Months WORK EXPERIENCE ➢ ➢ ➢ ➢ ➢ 1 Year and 3 Months Accenture Philippines as Customer Service Associate 6 Months Convergys Philippines as Fraud Analyst 6 Months Teletech Philippines Energy Consultant 2 years’ experience as Business Development Officer 5 years’ experience as Financial Services Officer (2 years and 3 months OIC Teamlead) ➢ 1 year and 4 months experience as Provisioning Advisor ➢ 4 years’ experience as Escalation Officer / SME Skills • • • • • • • • • New customer acquisition Interactive marketing Skilled negotiator Prospecting Computer Literate Good Communication Skills Proficient in MS Office Able to work with minimal supervision Sales force Work Experience Customer Service Associate - Accenture Philippines March 9, 2018 to Present Alinta Energy Project - Move out and Move in of Electricity and Gas account New acquisition of Electricity and Gas Processing Bills actual and estimated bill Processing discounts and concession rebates for those customers who are eligible Complex billing and account explanations Fraud Analyst – Convergys Philippines September 18,2017 – February 22, 2018 Citibank Project - Handling account that are suspicious Contacting clients for verification of transactions committed Suspending and re-issuing of credit cards that are involved in fraudulent activities Conducting investigation on those accounts that identified different spending pattern Energy Consultant – Teletech Philippines Energy Australia Project November 18, 2016 to May 15, 2017 - Move out and Move in of Electricity and Gas account New acquisition of Electricity and Gas Processing Bills actual and estimated bill Processing discounts and concession rebates for those customers who are eligible Complex billing and account explanations Business Development Officer (Managerial Level) July 16, 2014 to July 31, 2016 Quipper Philippines Ltd. – Makati, Philippines ⚫ Develop in-depth knowledge about business development practices, marketing activities, prospective clients and industry trends. ⚫ Motivating my Business Development Associate in order to meet the monthly target for weekly and monthly active learners. ⚫ Participate in industry forums, client discussions, and conferences as a representative of the organization. ⚫ Conducting a training and presentation for the clients. ⚫ Maintaining the client relationship management database and utilize it to manage customer contacts and mailing lists. ⚫ Exceptional interpersonal, client service and liaison skills. ⚫ Presentation of a positive and professional image. ⚫ Ability to meet deadlines and work well under pressure. Financial Services Officer / SME January 2009 – February 2014 24/7 Customer Philippines – Makati, Philippines YesOptus Project (Australian Telecommunications) ⚫ Conducting payment arrangement for customers ⚫ Handling Small and Medium Business accounts ⚫ Barring and Unbarring of Mobile services ⚫ Acting TL in the absence of my immediate superior ⚫ Validating attendance and conducting one on one coaching Provisioning Advisor August 2007 – January 2009 Convergys Philippines Inc. – Makati City Philippines Onstar, General Motors - Sending Signals to the satellite for remote diagnostic check and other roadside assistance Activation of GPS inside GM vehicles Activation of Hands Free calling system inside all GM vehicles Escalation Officer February 2003 – June 2007 Sykes Asia Inc. – Makati City, Philippines 2003 – 2004- Customer Service Representative for MCI Project - Billing explanation - Upselling Landline Products (Plan) - Order Processing for upgrade and downgrade of plans 2004 – 2006- Technical Network Team - Assisting customers for landline issue - Responsible for dispatching inside and outside wiring technician - Handling business to business transactions 2006 – 2007- Escalation team for CSR and Technical Network Team (Supervisory Level) ⚫ Accepting escalation calls ⚫ Assisting Agents and other customer related concerns ⚫ OIC whenever there are no TL’s available ⚫ Responsible for transfer of service from one address to another ⚫ Responsible to generate new numbers for new customers Educational Attainment Bachelor of Science: Economics, 1996 - 2001 Far Eastern University- Manila, Philippines