Rowela Salivio Dagudog

ROWELA S. DAGUDOG Customer Service Representative Customer-focused professional with 4+ years of experience in inbound calls, chat, outbound calls, and email support. Skilled in managing high volumes, resolving complex issues, and ensuring customer satisfaction. Proficient in CRM systems, expectation management, and maintaining a positive brand image. Known for problem-solving, staying calm under pressure, and exceeding customer expectations. EDUCATION March 2025 ESL VIRTUAL TRAINING EXPERIENCE Oct 2024- Feb 2025 for Teaching ENGLISH in Foreign SENIOR AGENT / IQor Philippines Language Completed a 120-hour ESL teaching program and earned a TEFL certification by attending seminars and enhancing my teaching skills June 2018- July 2018 Managed voice calls for the Metro by T-Mobile account, later transitioning to a Chat Guest Specialist role. Provided efficient digital support, addressing concerns and delivering clear, effective technical solutions to enhance the customer experience. Bagoshpehere Phils. Inc. Contact Center Services NC II June 2021 - August 2024 Attended in-person training for Contact Center Services, where Gained hands-on experience and developed essential skills required for effectively managing customer interactions in a contact center environment. CONTACT - Silay City, Negros Occidental 6116 Philippines- CUSTOMER ADVISOR 1 / Concentrix CVG Part of operations for Booking.com, the world's largest travel platform. Supported hotel partners with advertising hotel descriptions and policies, while assisting customers with reservations, including modifications, cancellations, relocations, and inquiries. Managed customer inquiries across calls, emails, and chat support, providing efficient and effective solutions. December 2019 -March 2021 ACCOUNT MANAGEMENT SPECIALIST Transcom Managed Comcast Xfinity post-paid services, including troubleshooting, sales, and retention. Oversaw multiple accounts, identified upselling opportunities, and implemented strategies to drive revenue growth. May 2020 -June 2020 SKILL Language Proficient Patience & Empathy Time Management Multitasking Positive attitude Attention to detail Sales skills Technical Proficiency Adaptable CUSTOMER SERVICE SUPPORT / IQor Philippines Supported the 1-800-FLOWERS campaign during Mother's Day, handling order entry and resolving customer complaints with empathy, boosting loyalty and repeat business. Managed highstress situations professionally, resolving conflicts and contributing to sales. September 2017 - April 2019 BRAND AMBASSADOR / Stargate Manpower Services Promoted a variety of products in major supermarkets, engaging customers and building brand loyalty. Collaborated with store staff to highlight products in high-traffic areas, educating consumers on benefits, which boosted sales and conversions. 1