Rommel Denzo Senior Technical Customer Support Representative

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Senior Technical Customer Support Representative

GoPro Philippines

Sep 2023 - Nov 2024 (1 year 3 months)

Responsible for resolving higher level inquiries from creation to closure. Focused on improving agent responses to become more customer focused. Came up with resolution to issues that are unfamiliar and cannot be answered by the knowledge base.

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Product Specialist IV

Medtronic Philippines

Jul 2018 - Jan 2023 (4 years 7 months)

Provide world class technical support assistance to patients in difficult situations specifically because of their insulin pump or sensors. Guide patients how to use and maximize their insulin pump and sensors that will save their lives. Analyze faulty supplies and replace them if necessary. The job is heavily focused on NPS. Although, the difficulty of that doubles as we are dealing with patients in precarious situations.

Technical Advisor

Concentrix

Oct 2017 - Feb 2018 (5 months)

Resolved all iOS related technical issues that the customers are inquiring about. Determine if the issue can be resolved over the phone, with a physical technician, or needs escalation to specialized support. Highly technical and CSAT driven.

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Customer Experience and Sales Manager

TSA Philippines

Sep 2016 - Apr 2017 (8 months)

Handle a team of 18-25 agents whose primary goal is to provide Technical Support to encourage sales or upgrade of the customers current mobile plan. Analyze metrics to align to the centers goals and ensure that consultants are lead from where they are to where they are supposed to be. Coach agents in Areas for Improvement. Issue corrective actions and drive sales performance to exceed targets.

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Service Desk Analyst

Unisys Philippines Limited LLC

Mar 2015 - Aug 2016 (1 year 6 months)

As a Service Desk Analyst we ensure that the users have all their tools working optimally to guarantee efficiency of their work. Issuing immediate resolution to issues from providing simple instructions to ultimately remotely taking over their machine to provide accurate and timely correction of issues. Ensure that issues raised are directed to the right resolver group for appropriate resolution.

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Coach

SITEL PHILIPPINES

Jun 2009 - Dec 2013 (4 years 7 months)

As a Coach (Team Leader) our primary role is to lead people from where they are to where they need to be. Coach agents by utilizing feedback sessions and other forms of communications like team meetings. Primarily responsible for the numbers that the associates produce. Also responsible for day to day function of the LOB and report day to day numbers produced to Managers and Clients.

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Technical Support Representative

SITEL PHILIPPINES

Oct 2008 - Jun 2009 (9 months)

As a TSR, our primarily goal is to ensure that accurate resolution is given in a timely and courteous manner. Meet and exceed metrics set by our leaders focusing on First Call Resolution, Handle Time and Quality.

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Customer Service Specialist

APAC Customer Services Inc.

Feb 2008 - Aug 2008 (7 months)

Primarily, the responsibility of a Customer Care Specialist is ensure all calls are answered efficiently regarding their subscriptions.

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Quality Specialist (QSp/SME)

Convergys Philippines

Sep 2006 - Aug 2007 (1 year)

Provide insights on Technical Queries that the agents are unfamiliar or are not adept yet. Floor Walk and ensure that agents are meeting expectations in terms of the quality of the technical services provided. Do administrative work like auditing calls and coaching for improvement.

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Technical Customer Support Representative

Convergys Philippines

Feb 2005 - Sep 2006 (1 year 8 months)

Take in calls and give world class technical support minding the metrics that are set by the clients and trying to meet them and exceed the metrics. Also keep in mind that information that is being given is accurate and delivered in a polite and timely manner.

Rommel Denzo

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