Roshelle Ramos

ROSHELLE Uytrewq bre dsz RAMOS OBJECTIVE: Highly motivated and detail-oriented professional with a years of customer service experience. Committed to delivering exceptional support, managing administrative tasks efficiently and ensuring client satisfaction - Blk 1 Lot 33 CHE 2, San Gabriel, Teresa, Rizal, PH, 1880 SKILLS:          Analytical Thinking Effective Time Management Strategic Decision Making Strong Verbal and Written Communication Technical Proficiency Effective Listening Collaborative Team Management Effective Problem Resolution Data Analysis EDUCATION:   STI College Taft Bachelor of Science in Hotel and Restaurant Management / 2 Years Undergrad Mayor Guillermo A. Barsatan Memorial School of Arts and Trade -Highschool through excellent communication and organizational skills. PROFESSIONAL SUMMARY: :Customer Support & Outbound Service Specialist with years of experience in BPO, healthcare, and e-commerce accounts. Proven expertise in delivering high-quality support via phone, chat, and email—resolving issues, scheduling appointments, and ensuring customer satisfaction. Skilled in CRM tools, remote work environments, and performance-driven support. Committed to building strong client relationships, meeting KPIs, and continuously improving service delivery. Looking to bring my dedication and adaptability to a dynamic, customer-focused team. WORK HISTORY: ss Concentrix CVG Philippines, Inc. – Advisor II, Blended Support (KLOOK account) | live chat and email support | remote/WFH UP Ayala Technohub, Commonwealth Avenue, Diliman, Quezon City. 10/2021 - 02/2023  Developing long-lasting relationship with clients to ensure consistent retention and loyalty.  Manage inbound and outbound interactions across phone, email and chat Guide customer through troubleshooting steps for  common technical issues and escalate issues to  higher-level support teams when necessary. Meet or exceed performance targets including response time, customer satisfaction and resolution rates. Teletransform- Outbound Service Representative (Healthcare account) | remote/WFH A 11th Floor Greenfield Tower Mayflower St. Cor. Williams St. Greenfield District, Brgy. Highway Hills, Mandaluyong City 08/2020 – 05/2021    Make outbound calls to patients or providers for appointment confirmations, followups, surveys, or lead conversion. Identify, verify, and qualify potential patient leads, scheduling appointments via phone. Address inquiries on benefits, eligibility, claims status, or services—often referencing healthcare policies and program details  Coordinate with internal teams (e.g., claims, billing, fulfillment) for escalations or resolution of complex patient/provider issues.   Accurately log call outcomes, patient/provider info, next steps in CRM systems. Use script-based calls to educate callers about healthcare services or products. Heavens Gate Memorial Garden (Antipolo) | Loyola Memorial Park (Antipolo) – Sales Agent | Part-time 12/2019- 11/2022  Conduct outreach (phone, in-person, social media) to generate interest in lawn lots, mausoleums, niches, and family estates.    Host site visits and tripping sessions, showcasing park features and layouts. Evaluate client preferences, budgets, and purposes (investment vs. pre-need burial). Present memorial park amenities (serene environment, no maintenance fees, lifetime ownership)  Secure reservation agreements, contracts to sell, issue receipts, and coordinate initial payments Follow up with clients and help resell lots if clients treat them as investments  Alorica – Customer Service Representative (Amazon Account both retail and seller) | Voice and Emails Support MJ Plaza, Chino Roces Ave Ext, Makati.   08/2017- 02/2019 Manage high-stress situation effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.  Handled escalated calls efficiently, finding satisfactory resolution for both customers and company alike.