ROGELIO B.

ABAO JR
8 St., Friendly Homes Subd.
th

Bulacao, Talisay City, Cebu, Philippines 6045

Mobile No. +63 923 2750342 / rabao73@gmail.com

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PROFESSIONAL EXPERIENCE

Publishing Consultant
E-Fox Solutions ( June 27, 2022 to October 28, 2022 )

PC for Writer’s Republic.

 Inbound / Outbound calls to authors and provide appropriate publishing packages

according to their needs. publicity or marketing services according to their needs.
 Provide telecommunication solutions or recommendations for appropriate packaging
programs for publishing.
 Conduct outbound calls to customers to follow up on payments that were arranged for
installments.
 Provide upselling to existing publishing package program to promote and conduct sales
of the company’s existing products and services..

Subject Matter Expert (Tier 2 Customer Support)

Tech Mahindra ( June 6, 2020 to June 27, 2022 )

SME for Hudson's Bay Company. Building and maintaining strong relationships with both
internal and external customers, through various contact channels and methods. This role is
focused on understanding the needs of customers and providing quick, convenient and
accurate resolutions to issues and inquiries. This position serves as an expert and advocate for
our brands, representing the company positively and professionally, to ensure strong customer
relationships and continued loyalty.

 Provided superior customer service to internal and external customers by phone and
email, consistently striving for first call resolution.
 Assisted customers with issue resolution successfully.
 Resolved Escalated customer questions, issues and complaints.
 Identify and assess customer needs to resolve inquires efficiently and effectively.
 Build personal connections and relationships to promote customer retention and
maintain customer loyalty.
 Exhibit and utilize critical thinking, multitasking, active listening and problem-solving
skills to provide positive and creative options for customer resolutions.
 Ensure and maintain the safety, security and privacy of customer information.
  Ability to successfully work in a fast-paced, ever-changing environment while meeting
performance expectations and goals set by the business.
 Quickly and effectively apply coaching, feedback and training to improve individual
performance and customer experience.
 Meet and exceed goals and standards of Key Performance Indicators.
 Follow and promote all company policies, guidelines, procedures and expectations.
 Demonstrate regular and reliable attendance, maintaining punctuality of scheduled
tasks.
 Demonstrate flexibility as needed to meet business needs (i.e. overtime, adjusted
lunches and/or breaks).
 Complete additional tasks as requested to support business needs.

Customer Service Representative

Tech Mahindra ( June 3, 2019 to June 6, 2020 )

CSR for Hudson's Bay Company. The Hudson's Bay Company is a Canadian retail business
group headquartered in Brampton, Canada

 Respond to telephone inquiries, providing quality service to customers and associates

inquiring about the availability of product or status of orders.
 Create Special Delivery Arrangement for customers request regarding change of
address, time stop, 4 man job, elevator booking.
 Supports BTO (Bill to Order) for purchases created on line and at HBC store.
 Provides refund and compensation for customers inconvenience with the service of
delivery team and delay of delivery due to availability of product at vendor.
 Provide resolution for defective merchandise through creation of Service Request to
address customer’s issues.
 Coordinate with other support teams like delivery, distribution center, store associate
to address customer’s issues and concerns.
 Conduct outbound calls to customer, support team to follow up on orders and evaluate
needs and determine best options.
 Upselling of a protection plan to cover items from accidental stains and damage..

Education__________________________
Bachelor of Science in Computer Engineering
University of San Carlos – Technological Center (1997)
16 239 6760