Uri Ivan Rosello

M M CONTACT-- None Door 3 44 Venus St GSIS Subd. Matina, Davao City, Philippines 8000 URI IVAN ROSELLO CUSTOMER SERVICE TEAM MANAGER ABOUT I've worked in the BPO industry for 8 years. Developed interpersonal skills and worked with multiple programs within AT&T (Technical Support, Sales and Billing) in both voice and chat medium. Had worked along side clients and launched a program, which eventually became successful. I am an advocate of a fun and healthy work environment which I believe could drive self motivated and hard working people that will translate to good numbers. WORK EXPERIENCE CUSTOMER SERVICE TEAM LEADER Sutherland Global Service | March 2015 - March 2017 EDUCATION BACHELOR OF SCIENCE: INFORMATION TECHNOLOGY University of Mindanao Davao City, Philippines VXI Global Holdings BV | April 2017 - September 2017 • Lead, coach and motivate a team of staff to ensure they’re giving the best customer service possible. • Helping to develop and implement a customer service policy for an entire organization • Finding ways to measure customer satisfaction and improve services • Call monitoring to make sure customer service representatives adhere to call flow and guideline mandated by the client and internal process. • Coach customer service representatives focusing on the gaps on the their calls to PROFESSIONAL AND PERSONAL SKILLS provide better service to customers • Communicates to clients and operations for any updates that directly affects customer service experience • Demonstrates knowledge of quality systems and approaches. Team Leadership • Demonstrates ability to perform investigations / root cause analysis and develop Root Cause Analysis corrective actions. Coaching skills Facilitation skills Microsoft Office Suite People Skills SENIOR SPECIALIST – QUALITY Sutherland Global Services | March 2012 - February 2015 Time Management Monitor phone calls to measure performance and help implement the business's Team Player strategic objectives and to ensure that customer-service representatives are Fast learner interacting with clients in ways that serve a business's best interests. Motivated SOCIAL fb.me/yuriayvan @tl_yuri CUSTOMER SERVICE REPRESENTATIVE Sutherland Global Services | March 2009 - March 2012 Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.