Roy D. Rosal Jr.

ROY DAYONDON ROSAL JR TECHNICAL SUPPORT PROFESSIONAL P R O FILE E D U CATIONAL T R A I N I N G I am an experienced technical support representative who consistently meets and exceeds productivity goals. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Tecnological Institute of the Philippines Bachelor's Degree in Electronics and Communication Engineering 2004 H I G HLIGHTED SK I L L S Desktop/Laptop Troubleshooting (hardware and software) Basic Networking (LAN Configuration) Basic Linux System Administration (Linux 101) Basic Windows 2003 Active Directory Conflict Resolution Excellent Communication Skills Strong Work Ethic Service and Support H O W TO REACH M E Mobile: 0939 - Email:-Address: 1767-L Taft Avenue, Pasay City 1306 Linux System Administration Makati Science Technological Institute of the Phils. March 2012 Windows 2003 Active Directory Makati Science Technological Institute of the Phils. March 2012 Sykes Quality MOnitoring Traning Sykes Manila June 2008 Basic/Advance MS Excel Training Sykes Manila May2008 C A R EER SUMMA R Y Technical Support Representative Provided real-time interaction to resolve customer's technical issue and request Recommended potential products and services that suits the customer needs. TELUS INTERNATIONAL INC. DECEMBER 2015 - PRESENT Customer Service Specialist Verify if all transactions are valid Process refund or chargeback for customers Responsible for creating Daily and Weekly report MOONLINE INC. (CASHCASHPINOY) Customer Care Officer Responsible in dealing with member's complaints, queries, and other requests Moderate information provided by the users on their profile such as pictures and personal details Responsible in conducting training with the team and for future expansion. LOVEREPUBLIK INC. Customer Service Representative (Email) Provided professional and efficient customer support for all client projects, in line with client contractual requirements via email Provides technical assistance to customers issue regarding email, chat and other services offered by the client. Training and Quality Coordinator Proven ability to serve as the sole trainer to conduct product training and refresher training for different properties of our client Schedules and facilitate calibration sessions, internally with Sykes Central QA and Team managers, and externally with clients. Conduct random remote and side by side monitoring to all the agents to ensure that the quality of support conforms to the client’s requirement and Sykes Standard of Excellence. Set action plans for non-performing agents to assist them with various areas of opportunities that they encounter during the support. Technical Support Representative (Email) Respond to questions from customers related to browsing and abuse issue Technical Support Representative First point of contact for customer problem recording, validation and documentation Provides technical assistance to clients. Respond to questions from customers related to dial-up and network computer use, by email and over the phone. APRIL 2013 - JANUARY 2013 JUNE 2011 - FEBRUARY 2012 SYKES ASIA INC. APRIL 2009 - JUNE 2011 SYKES ASIA INC. APRIL 2008 - AUGUST 2008 SYKES ASIA INC. JANUARY 2006 - APRIL 2008 INTE R - I S L AND INFORMATION SYSTEMS I N C ( T R I - I S Y S I N T E R N E T/ISP BONANZA) OCTOBER 2004 - JUNE 2005