Romila Mia Carlos

ROMILA MIA Y. CARLOS Administrative & Customer Support Specialist Puerto Princesa City, Palawan, Philippines 5300 - - Summary Dedicated and versatile professional passionate about supporting clients and improving operations. My background spans effective customer service, meticulous quality analysis to uphold standards, and proactive virtual assistance to manage administrative needs. Committed to contributing to a positive user experience and achieving organizational goals. Work Experience Soundlab Consultant Technical Consultant Assistant 2025 Support Technical Consultants: Provide direct assistance to senior technical consultants on various projects and tasks. Data Gathering & Analysis: Collect, organize, and analyze technical data and information relevant to client needs. Documentation: Prepare and maintain accurate technical documentation, including reports, proposals, and system specifications. Client Communication: Facilitate communication between consultants and clients, ensuring clear and timely updates. Training Assistance: Aid in preparing and delivering training materials or sessions for clients on new systems or functionalities. Project Coordination: Assist in the coordination of project tasks, timelines, and resources under the guidance of a lead consultant. Administrative Support: Perform general administrative duties as needed to support the consulting team. Care Connectors Medical Group Customer Service Representative/Appointment Setter - Customer Interaction: Serve as the primary point of contact for customer inquiries via phone, email, or chat, providing professional and courteous service. Appointment Management: Schedule, reschedule, and cancel appointments efficiently, ensuring optimal calendar utilization and minimizing conflicts. Information Management: Accurately record customer interactions, appointment details, and relevant information in the system. Communication & Follow-up: Proactively communicate with customers regarding appointment confirmations, reminders, or any changes. Problem Escalation: Identify and escalate complex customer issues or technical problems to the appropriate department or individual. Database Maintenance: Maintain and update customer databases, ensuring data accuracy and completeness. Adherence to Procedures: Follow established guidelines and procedures for customer service interactions and appointment scheduling. Sitel Philippines Quality Analyst - Quality Monitoring: Monitor and evaluate the quality of technical service interactions, ensuring adherence to established standards and procedures. Performance Feedback: Provide constructive feedback and coaching to technical service team members based on quality assessments. Process Improvement: Identify areas for improvement in technical support processes and suggest solutions to enhance efficiency and customer satisfaction. Knowledge Base Contribution: Develop and update technical documentation, FAQs, and knowledge base articles to assist both customers and fellow representatives. Data Analysis: Analyze technical support data and quality metrics to identify trends, pain points, and opportunities for service enhancement. Product/Service Expertise: Maintain in-depth knowledge of products, services, and technical systems to provide accurate and effective support. Compliance Adherence: Ensure all technical support and quality assurance activities comply with relevant company policies and industry regulations. Education Palawan State University - Bachelor of Science in Computer Science Skills Technical Proficiency: Strong grasp of IT systems, software, hardware, and networking fundamentals; basic troubleshooting. Quality Assurance: Knowledge of QA methodologies and process documentation. Documentation: Ability to create clear technical reports, customer interaction logs, and quality documentation. Communication: Excellent verbal and written communication for diverse audiences (technical/non-technical, clients), active listening, and conflict resolution. Problem-Solving: Strong analytical and critical thinking to diagnose technical issues, resolve customer complaints, and identify root causes of quality defects. Attention to Detail: Meticulousness in data entry, technical analysis, and quality monitoring. Customer Focus: High empathy, patience, and a positive attitude in all customer interactions. Adaptability & Collaboration: Flexible in adapting to new technologies and situations, and skilled in working effectively within teams.