Rolin Poblacion, Virtual Agent

About

- 10 years experience in the call center industry. - Awarded top agent first quarter of 2014 among 300+ agents. - Experience being the Head of a technical department including recruitment and staffing. - Administration and operations experience. - 3 years online teaching experience.

Experience

Elegant Solar Inc.

Jan 2022 – Apr 2023

Remote/Philippines

Operations Personnel

- Ensured quality of calls of outbound sales representatives. - Listened to calls and coached agents in the process. - Provided recommendations, action plans and informed agents of their AFIs. - Collated daily data to render an End-of-Day report to our CEO. - Provided feedback to the CEO on the trend of calls and provided suggestions for the improvement of the business process. - Tasked with monitoring the queue and the dialer to check on agents' status eg. on calls, breaks, admin task etc. Included in the task is to facilitate parts of regular meetings, calibration and interact with all departments for call listening sessions. - provided support to call representatives and create Google Suite references to help out in everyone's daily task.

51Talk Philippines

Jan 2017 – Jun 2020

Homebased

ESL Teacher

- Fulltime online teacher for Chinese students with lesson materials ranging from pre-school to Business English.

Convergys Philippines

Jan 2011 – Feb 2016

Bacolod City, Negros Occidental

Customer Service Representative

- provided chat support to Comcast customers in the United States with regard to concerns with internet and phone connections; troubleshoot equipment remotely and processed ticket for technician appointments when necessary. - assisted in online account log in issues including email accounts primarily with passwords and usernames on the account. Initiated callbacks to customers for verification purposes. - escalated misrouted customers to appropriate chat departments. - processed payments for customers getting log in errors and having issues on the Interactive Voice Response system. - *Cluster Top Agent first quarter of 2014

GEDON Western Enterprises

Jan 2010 – Nov 2010

Bacolod City, Negros Occidental

Technical Support Head

- served as the head for the technical operations of the business particularly hardware and software maintenance and installation of the company’s accounting software. - in-charge of dispatching technicians onsite for software installations, maintenance and troubleshooting. - consolidated end-of-day reports which include expenses and income for client visits and maintenance. - gave individual evaluations of technicians as needed by administration. - interviewed and evaluated qualified applicants for the technical department.

TRANSCOM ASIA

Jul 2009 – Apr 2010

Bacolod City, Negros Occidental

Customer Service Representative / Quality Assurance Specialist

- provided support for customers of Sears Store in Canada with regard to concerns for their appliances and outdoor equipment which include technical support and dispatching technicians onsite. - took phone orders for parts needed for appliances and outdoor equipment including accessories and consumer goods under promotion. - served as Quality Assurance Specialist (QAS) for the Sears account which includes evaluating agent performance and giving recommendations as needed by administration. - participated in weekly calibration sessions attended by clients based in Canada, QA supervisors and fellow QA specialists in Manila and Bacolod. - gave rollouts or vital updates to all agents regarding new quality assurance policies and taking part in training new agents for existing QA policies.

Education

University of St. La Salle, Bacolod City, Negros Occidental

Jun 1993 – Mar 2001

Bachelor of Science, Computer Engineering

Rolin Poblacion

Virtual Agent

Skills

Languages