Rosabel Achaso

ROSABEL ACHASO - ·-The Cambridge Village Condominium, Unit 22 2H, Brgy. San Andres, Cainta Rizal CUSTOMER SERVICE REPRESENTATIVE | POC/SME Dedicated and detail-oriented customer service professional with over 6 years of experience in providing exceptional customer support in diverse industries. Adept at handling inquiries, resolving issues, and delivering high-quality service with a positive attitude. Seeking to leverage my skills in communication, problem-solving, and customer relations in a dynamic environment. PROFESSIONAL EXPERIENCE ENGLISH/LITERATURE TEACHER Samar State University June - October 2017 Employed a differentiated approach to teaching English Composition, Literature and Language Arts to college students in a varied ability-level student environment Developed purposeful English lesson plans that cover the curriculum and provide for effective teaching strategies Provided a classroom environment that promotes independent critical thinking to students while addressing their learning and emotional needs BILLING/CUSTOMER/TECHNICAL SERVICE REPRESENTATIVE VXI| Comcast February 2018 - Febraary 2019 Provided outstanding customer service while maintaining composure and patience in face of difficult customer situations exceeding all customer service expectations Provided answers to clients by identifying problems, researching answers and guiding clients through corrective steps Identify and secure sales opportunities on all calls, including plan or phone upgrades, accessories, new customer leads and referrals, add packages and additional line sales HELPDESK ASSOCIATE | QUALITY ANALYST| SME | TRAINER WIPRO | Travelport July 2019 - March 2023 Assisted customers regarding GDS concerns such us issuing/cancelling tickets, Booking reservations, Inquiry regarding Air, Hotel and Car reservation Ensure to close all the tickets raised by the Clients resolved within SLA Managed inbound/outbound calls, emails and chats Work with escalations department in resolving global crisis issue related with Travelport Focused on supporting the team in product wise and process and provide quality feedback based on their performance Provided product knowledge/skills training to agents who are failing to hit the metrics set by the clients Maintain good working relations with various network departments Monitored agents calls and provide feedback Ensure data and call quality Develop a positive team relationship by being supportive and easily accessible Establish and monitor production standards and adherence with policies Took calls as well to ensure product knowledge is calibrated with the current processes HR BENEFITS ANALYST | TIER 1.5 | POC Safeway, Philtech March 2023 - Present Administers employee benefits programs, including health insurance, retirement plans, life insurance, disability insurance, and other perks such as wellness programs or employee assistance programs Provides support to employees who have questions or concerns about their benefits, assisting them in resolving issues and navigating the benefits system Handles escalated customer inquiries, complaints, or issues that require additional assistance beyond the frontline agents' scope. Works in document approval; Examines and verifies document authenticity submitted by the employees for certain qualifying life events Works closely and collaboratively with supervisor in analyzing agents’ data, metrics, and performance indicators to identify trends, patterns, and areas for improvement to enhance customer service and operational efficiency. EDUCATION Bachelor of Secondary Education Samar State University- CHARACTER REFERENCE Daniel Marollano| | Trainer --Cris Reyes| | QA Supervisor -