Rolly De Guzman

ROLLY G. DE GUZMAN Phase 1-A Block, 23 Lot. 4 Bulihan, Silang, Cavite Phone:- E-mail:-SUMMARY PROFILE Dynamic, solution-focused customer service representative, poised to leverage knowledge and expertise towards a new role within a company that promote professional development and growth. Possess customer service oriented skills underscored with the aptitude to handle with irate customers utilizing excellent interpersonal-communication skills. Extremely adept in understanding new concepts easily and quickly learn new practices; able to handle stress, and reliable. Demonstrate proficiency in utilizing common business application programs such as MS Office Suite, Google Document and Adobe Creative Suite KEY STRENGTHS Customer Service and Support ▪ Phone Activation and Troubleshooting ▪ Equipment Pay Per View Order and Upgrade ▪ Pitching and Transitioning to Sales ▪ Bill Payment and Payment Dispute ▪ Booking Reservation, Making Adjustments and Adding Special Requests ▪ Engaging and Servicing Social Media Posts and Private Messages ▪ Order Management, Google Play, and Logistics Escalation ▪ Creative Problem Solving ▪ Multitasking / Workload Prioritization PROFESSIONAL EXPERIENCE IQOR Philippines ▪ Robinson Dasmariñas, Cavite August 2021 – Present SYKE’S ASIA ▪ BGC, Makati City August 2018 – May 2019 INTERGLOBE TECHNOLOGIES ▪ Madrigal Avenue, Ayala Alabang March - July - 2017 CONVERGYS Philippines ▪ North Gate, Alabang December 2015 – September 2016 IQOR Philippines ▪ SM Dasmariñas, Cavite September 2014 – November 2015 Customer Support Representative    Served as a front-line agent providing first call resolution to all customer Inquiries, complaints, billing, questions, booking and re-booking, tracking lost and/or delayed baggage, submitting complaints and/or compensations on customer behalf and payment extension, refund/service requests. Effectively handled irate or disgruntled customers appropriately, repaired trust, located resources for problem resolution as well as designed best-option solutions. Proficiently transition from resolution into pitching to sales and upgrade by tying the customer wants, interests and needs with the features and benefits of our products. EDUCATION College (2012) Asian Institute of Computer Studies Highschool (2005) Bulihan National High School ▪ Bulihan, Sliang, Cavite PROFESSIONAL DEVELOPMENT Voice and Accent Training ▪ IQOR Philippines | Dasmariñas, Cavite Product Knowledge Training ▪ IQOR Philippines | Dasmariñas, Cavite Cultural and Communication Training ▪ CONVERGYS Philippines | Alabang, North Gate Product Specific Training ▪ CONVERGYS Philippines | Alabang, North Gate Altea Troubleshooting Training ▪ INTERGLOBE TECHNOLOGIES | Madrigal Avenue, Ayala Alabang Comprehension and Grammar Training ▪ INTERGLOBE TECHNOLOGIES | Madrigal Avenue, Ayala Alabang ASIANTOUCH International Training Institute ▪ 2009 Attended coursework relating to: Coffee Making; Basic Cashiering; Table Setting and Services (Program sponsored by TESDA) Character References Available upon request