Ronel A. Almario

RONEL A. ALMARIO CUSTOMER SERVICE REPRESENTATIVE / END -USER TECHNICAL SUPPORT Sto. Tomas, Batangas, PH --live:.cid.2ec7c- CORE COMPETENCIES Customer Support Technical Support Coaching and Mentoring Call Center Operations Chat and Email Support Escalation Handling PROFESSIONAL PROFILE Customer service and technical support specialist with over 13 years of experience delivering top-notch service in call centers and B2B environments. Skilled in inbound and chat support, claim processing, appointment setting, and CRM tools such as Zendesk, ServiceNow, and Salesforce. Proven leadership as a former Call Center Supervisor with a passion for coaching teams and enhancing customer satisfaction. PROFESSIONAL EXPERIENCE BRIGHTDROP Customer Service Representative / Appointment Setter • • • Customer Retention • Teachability Adaptability SLA Compliance • SAN SEBASTIAN COLLEGE BS Accountancy (Undergraduate) 1991 - 1994 JAN 2016 - MAY 2017 Delivered L1 technical support to B2B clients and escalated complex issues to L2. Supported clients via email and chat using ServiceNow and ticketing systems. CONDUIT GLOBAL Customer Service Representative • MAY 2017 - MAR 2021 Provided multi-channel support (phone, chat, email) for device claims and troubleshooting. Consistently met or exceeded KPIs in CSAT and average handle time. IBM SERVICES INC. Help Desk Specialist (Level 1) • • MAR 2021 - DEC 2022 Supervised and coached a team of 15+ agents to meet KPIs and customer satisfaction goals. Conducted regular performance reviews and 1-on-1 coaching sessions to improve team metrics. ASURION Technical Support Representative • EDUCATION Handled inbound calls to schedule vehicle service appointments across multiple dealerships. Delivered exceptional service, improving first-contact resolution and reducing booking errors. ASURION Call Center Supervisor Excellent communication FEB 2023 - OCT 2024 AUG 2015 - DEC 2015 Assisted customers with billing concerns and service-related inquiries for telecom products. CONVERGYS FEB 2012 - AUG 2015 Technical Support (Blackberry) / Customer Service Representative • • Provided troubleshooting and billing support for mobile devices. Managed escalations with empathy and professionalism. STRAIVE (FORMERLY SPI GLOBAL CRM) Advanced Technical Support Representative • • Delivered support for satellite receivers, resolving connectivity and service issues. Assisted customers with billing concerns and PPV subscriptions. TELETECH Customer Service Representative • JAN 1999 - JUN 2001 Maintained inventory records and asset tracking for vehicles, vehicle parts and accessories, and office supplies, equipment, and furniture and fixtures. POWERPAGE INC. Credit and Collections Officer • JUN 2001 - DEC 2008 Supported account managers with client requests and order processing. Canvassed and placed orders of computer equipment required by clients. FORD GLOBAL CITY Accounting Assistant • MAR 2009 - SEP 2009 Responded to prepaid subscription queries for mobile users. NEXUS TECHNOLOGIES INC. Inside Sales Representative / Purchasing Assistant • • OCT 2009 - OCT 2011 AUG 1995 - JAN 1999 Managed corporate and individual collections and addressed subscription inquiries. KNOWLEDGE ON TOOLS: • • • CRM Systems: Zendesk, ServiceNow, Salesforce, Workday Productivity Tools: Microsoft Office (Excel, Word, Outlook, PowerPoint), Google Workspace Video and Communication: Zoom, Loom, Microsoft Teams