Rowell Mas

ROWELL ONG MAS PROJECT COACH ABOUT ME 15 years of solid BPO background handling different lines of businesses (Sales, Collections, Customer Service and Technical Support). Skilled in Operations Management, Data Analysis, and People Management. Possesses exceptional skill in building productive relationships; resolve complex issues and winning customer loyalty. SKILLS Leadership and Management skills Client Collaboration and Ethical conduct Communication Proficiency Technical Capacity Problem Solving/Analysis Critical Decision Making TOOLS MS Office Tools (Excel, Word, Power Point) Google Suite (Sheets, Drive, Slides, Calendar and Docs) Webex, Slack, Zoom, Teams, Blue Jeans Hubspot, Canva, Salesforce, Trello Basecamp, LinkedIn Sales Navigator JOB EXPERIENCE AFNI PHILIPPINES INC. Project Coach, Verizon - June 29, 2021 - July 30, 2024 Lead and drive the team for continuous improvement CONTACT towards set goals Responsible for the attainment of client set goals, - efficiency targets and overall team performance. - Performs consistent and effective coaching sessions LinkedIn Profile to address performance gaps. B8 L17 Gladiola St. Merry Homes II Subd. Brgy. 177, Caloocan City, NCR, Philippines TELEPERFORMANCE INC. Operations Supervisor, Telstra - May 2012 – May 2021 Takes the lead in launching program initiatives by the Operation Manager or Senior Operations Manager. Manages assigned agents to meet performance, quality, end-user satisfaction and goals by providing guidance, support and education according to company processes. Respond timely and accurately to the escalations of the direct reports. Provides daily and weekly performance readout to Operations and Senior Operations Manager. TELETECH PHILIPPINES INC. Customer Support Tier 1, Barnes & Noble - Sept 2011 – Feb 2012 Assist B&N customers with their purchased e-Books Provides soft troubleshooting with their Nook Devices. Activates orders and issue replacements when applicable. Responds to general inquiries with the latest e-Book release. STELLAR GLOBAL SOLUTIONS PHILIPPINES Customer Credits and Collections Agent, AGL Limited Inc. - July 2009 – July 2011 Soft outbound reminders to ensure payments will be made before the due date. Create payment arrangements for customers experiencing financial hardships. Hardcore reminders for customers missing the agreed payment arrangements. Process leads ready for mercantile tagging. SYNNEX-CONCENTRIX INC. Technical Support Representative, Dish Network - Aug 2008 – May 2009 Assist Dish customer in resolving their satellite TV faults Provides tier 1 troubleshooting. Generate leads for potential upsell Answers general to inquiries for Dish Network customers. THE RESOURCE GROUP PHILS. Sales Specialist, Charter Communications - Jan 2008 – Aug 2008 B2C Sales call to offer Internet, Phone, and Cable Service Provides tier 1 troubleshooting and transition to upselling. ONE GLOBAL CONTACT CENTRE Sales Specialist, US Website Builder - Oct 2007 – Jan 2008 B2B Sales call to offer Website for start-ups and Search Engine Optimization. Generate leads from available platforms and facilitate cold calls. TRAININGS / SEMINARS Coach 101 Leadership Training - Afni’s Learning and Development Module Leadership Training – Teleperformance’s Learning and Development Program Time Management – Teleperformance’s Learning and Development Program Conducting Effective Meetings – Teleperformance’s Learning and Development Program Problem Solving Skills 1 and 2 – Teleperformance’s Learning and Development Program Coaching Essentials – Teleperformance’s Learning and Development Program Building Client Relationships – Teleperformance’s Learning and Development Program Work Ethics – Teleperformance’s Learning and Development Program Conflict Management – Teleperformance’s Learning and Development Program EDUCATION MANUEL L. QUEZON H.S Highschool, 2002 PAMANTASAN NG LUNGSON NG MAYNILA B.S. Electronics and Communications Engineering, 2002 - 2005 CHARACTER REFERENCE Rhea Dominique Male Operations Manager, Afni--Mark Ermi Tadeo Assistant Quality Manager, Manulife-- Jan Dale Usares QA/ Trainer, Winning Plus-- I hereby certify that the above statements and information are true and correct to the best of my knowledge.