Rodeliza Jean Japson
Data Entry Specialist
San Pedro
Summary
Service-oriented Customer Support Representative with experience in contact center operations talking to customers over phone, e-mail, or online chat to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Customer Support Team Leader
Decathlon Philippines, Inc.
12.2023 - Current
- Managed scheduling and workload distribution for the customer support team, optimizing resource allocation and minimizing response times.
- Conducted regular performance evaluations for team members, identifying opportunities for growth and coaching as needed.
- Led a team of customer support agents, ensuring high-quality service delivery and efficient problem resolution.
- Monitored employee performance to identify areas for improvement and additional training needs.
Customer Happiness Ambassador
Decathlon Philippines, Inc.
12.2022 - 11.2023
- Provided primary customer support via chats and emails to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Sr. Operations Representative
Capital One Philippines Support Services Corp.
04.2022 - 07.2022
- Actively listens to customers, handle concerns quickly and escalate major issues to supervisor.
- Identify issues, analyze information and provided solutions to problems.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Junior Team Leader
Yngen Datacom Corp
06.2019 - 04.2022
- Managed a multi-cultural team.
- Conducted trainings, coaching and mentoring to team members in regular basis.
- Provided real-time support to the team of outbound call representatives.
- Created reports and analysis of team's performance based on KPI requirements for the Management Team to review.
Sr. Data Operations Specialist - B2B Calls & Email
Yngen Datacom Corp
11.2018 - 06.2019
- Contacts other businesses through calls and emails.
- Requests for copy of invoices on behalf of clients for Tax Recovery purposes.
- Checks and ensures that invoices are compliant with client's standards.
Senior Data Operations Specialist - QA
Yngen Datacom Corp
11.2016 - 11.2018
- Processed data from clients using an online system.
- Manually checked processed invoices using an online system extracted to excel file.
- Ensured that all performance metrics as set by the clients are met.
Technical Support Representative
Transcom Worldwide Philippines, Inc, Ortigas Center
06.2016 - 10.2016
- Provided excellent customer service specifically with internet and TV to clients based in the UK
- Managed customers' expectations of support and technology functionality in order to provide positive user experience
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Junior High School Teacher
Laguna Northwestern College
06.2015 - 03.2016
- Taught Mathematics and Science subjects from Grades 7-10.
- Prepared instruction materials including copying, construction of bulletin boards, grading work and setting up work areas.
- Administered and graded tests and assignments to evaluate students' progress.
Education
Bachelor - Secondary Education, Major in Math
Laguna Northwestern College
06.2011 - 03.2015
Skills
Analytical
Websites
Accomplishments
- Events, Rewards & Recognition Management Project (02/2020 - 04/2022)
- Successfully organized General Assemblies and team fostering events.
- Helped improved satisfaction and engagement from employees through R&R Program.
Timeline
Customer Support Team Leader
Decathlon Philippines, Inc.
12.2023 - Current
Customer Happiness Ambassador
Decathlon Philippines, Inc.
12.2022 - 11.2023
Sr. Operations Representative
Capital One Philippines Support Services Corp.
04.2022 - 07.2022
Junior Team Leader
Yngen Datacom Corp
06.2019 - 04.2022
Sr. Data Operations Specialist - B2B Calls & Email
Yngen Datacom Corp
11.2018 - 06.2019
Senior Data Operations Specialist - QA
Yngen Datacom Corp
11.2016 - 11.2018
Technical Support Representative
Transcom Worldwide Philippines, Inc, Ortigas Center
06.2016 - 10.2016
Junior High School Teacher
Laguna Northwestern College
06.2015 - 03.2016
Bachelor - Secondary Education, Major in Math
Laguna Northwestern College
06.2011 - 03.2015
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