Rolando V.
✨ Newly AddedCustomer Service Representative
Notable Highlight
Results-driven BPO professional with over 6 years of progressive experience spanning customer service, team supervision, and operations management. Held roles ranging from front-line CSR to Assistant Center Manager.
Experience Summary
Rolando brought 7 years of BPO and customer service experience, including 2 years of direct phone support and progression into leadership roles as Operations Manager at Tel. and Retention Specialist at TTEC and Nation's Info Corp. His background spans customer service, retention, and e-commerce support, with early experience supporting Kohl's online and retail operations. He worked with Zendesk, Salesforce, ServiceNow, Slack, MS Teams, NICE IEX, and Observe AI, and was open to working US-based hours.
Key Achievements
Recognized as Top Supervisor for Q1 and Q3 and Top Assistant Center Manager in 2021 at Tel., and received the Top Customer Satisfaction Award. As Assistant Center Manager, implemented performance improvement plans that boosted productivity by 20% and led 100–130+ agents. As Operations Supervisor, reduced average handling time by 15% through workflow optimization. As Subject Matter Expert, increased knowledge base accuracy by 30% through process audits. Maintained 95%+ quality scores on a high-volume Food Delivery campaign at TU.
Skills
Work Experience
Customer Service Representative
TU · Food Delivery Campaign · Jan 2025 – Mar 2026
- Deliver high-quality chat and phone support to customers, delivery partners, and merchants, resolving delivery issues, order accuracy concerns, payment inquiries, and account-related requests.
- Maintain 95%+ quality scores and consistently meet AHT and productivity targets while handling high interaction volumes in a fast-paced environment.
- Demonstrate strong multitasking skills by navigating multiple systems simultaneously while documenting accurate and detailed case notes.
Assistant Center Manager
Tel. · Cagayan de Oro City · May 2020 – May 2022
- Led daily operations for 100–130+ agents across eCommerce/Retail, Billing, and Educational Services campaigns.
- Implemented performance improvement plans that increased productivity by 20%.
- Monitored KPIs, conducted coaching, and ensured alignment with client and company goals.
Operations Supervisor
Tel. · Jun 2018 – May 2020
- Supervised multiple teams handling eCommerce/Retail and Billing campaigns, achieving consistent SLA adherence.
- Reduced average handling time by 15% through workflow optimization and targeted feedback.
- Prepared daily and weekly performance reports using Excel and Verint.
Subject Matter Expert
Tel. · Jan 2018 – Jun 2018
- Served as SME for eCommerce/Retail campaign, supporting policy accuracy and assisting with new hire training.
- Increased knowledge base accuracy by 30% through process audits and updates.
- Resolved escalated cases efficiently and provided expert guidance to agents.
Customer Service Representative
Tel. · Sep 2017 – Jan 2018
- Provide front-line support for eCommerce/Retail campaign customers via voice and chat.
- Maintain 90%+ quality and CSAT scores while handling 60+ interactions daily.
- Follow escalation protocols and ensure timely issue resolution.
Car Sales Agent
CG · Butuan City · Jun 2016 – Jun 2017
- Drive dealership revenue by guiding customers through the vehicle purchasing process, from initial inquiry to final delivery.
- Understand customer needs, demonstrate vehicle features, facilitate test drives, negotiate pricing, and assist with financing to meet sales targets.