Profile of Joseph Keith Rosales

Joseph Keith Rosales Team Supervisor
17 years experience 0 projects worked Philippines
$20.00 /hr $0 earned
Internet ResearchPhoto EditingSocial Media ManagementTechnical SupportVirtual Assistant

A BPO professional with more than seventeen solid years of experience in operations seeking employment with a globally competitive and prestigious company in order for me to use my skills and knowledge for the growth of the company.

●        Above average oral and written communications skills

●        Above average interpersonal and public relations

●        Articulate and service-oriented

●        Dedicated to achieving and surpassing company expectations

●        Able to focus on projects, develop strategies and meet or exceed deadlines

●        Strong rapport with associates based on knowledge, professionalism, and integrity

●        Demonstrates ability to work independently in different settings and environments

●    Computer literate (e.g. word processing, spreadsheet application, graphic design, basic web design, photo editing, etc.)

Work History (0)

  • There are no activities yet.

Work Experiences

  • Tier One Customer Care Specialist

    Teleperformance - FHCS

    April 2006 - October 2006

    ● Primary role is to provide basic support to regular customers in managing their accounts.
    ● Assist regular customers in setting up their domain name, email accounts and provide answers to queries about their account
    ● Provide solutions to existing and potential customers by suggesting products that would be applicable to the nature of business they have.

  • Back Office Specialist

    Teleperformance - FHCS

    August 2006 - February 2011

    ● Primary role is to process inquiries and requests for support sent via email and storefront.
    ● Provide complete and detailed answers to queries sent by the customers.
    ● Call subscribers if the concern or issue they are reporting is too complicated to be answered via email.

  • VIP Customer Care Specialist

    Teleperformance - FHCS

    October 2007 - February 2011

    ● Primary role is to provide customer support for VIP customers in managing their accounts.
    ● Assist VIP customers in setting up their domain name, email accounts and provide answers to queries about their account
    ● Provide the best deals for VIP customers in registering/renewing their domain names, purchasing hosting packages and/or email services as well as for other value-added services for their domain name/s.

  • Technical Support Specialist

    Teleperformance - FHCS

    October 2006 - February 2011

    ● Primary role is to answer calls from subscribers who are seeking assistance regarding their web hosting packages, virtual private servers, e-commerce web sites, and email services.
    ● Offer/Upsell solutions that are suitable for the needs of the customers based on the type of business they have.

  • Seats and IT Related Issues POC

    Teleperformance - FHCS

    May 2015 - December 2015

    Coordination with Operations Support
    ● Document and escalate real-time internal and external IT issues.
    ● Document and escalate client requests when it comes to whitelisting or having NAT entries for internet and external web tools in our internal firewall.
    ● Work with Workforce Management on concerns related to scheduling and attendance as well as seat map planning.
    ● Process hardware and software passes for clients/visitors who will be bringing in any IT-related devices within the company premises.

    Support Site Management

    ● Manage and maintain the account’s Sharepoint Site.
    ● Provide and remove access to the account’s Sharepoint Site.

  • Supervisor – Program Admin

    Teleperformance - FHCS

    June 2015 - December 2015

    Mentoring and Coaching
    ● Serve as mentors and coaches to the Specialists – Program Admin and act as the first point of escalation for client-specific issues.
    ● Maintain a high level of proficiency with regard to client’s services, policies, and site. Ensure timely, accurate, and consistent delivery of reports to other supervisors and senior management team.

    Team Management
    ● Supervise all Specialists – Program Admin.
    ● Monitor the accuracy of reports being generated by the Program Admin Team as well as the timeliness of sending the reports to the stakeholders.
    ● Work with the Specialists – Program Admin to achieve development objectives and performance targets
    ● Conduct performance appraisals for team members

  • Team Lead/Team Supervisor

    Teleperformance - FHCS

    February 2011 - February 2020

    Mentoring and Coaching
    ● Serve as mentors and coaches to the reps on the floor and act as the first point of escalation for client-specific issues. Serve as a backup point of escalation when Subject Matter Experts are not available.
    ● Maintain a high level of proficiency with regard to client’s services, policies, and site. Ensure timely, accurate, and consistent delivery of updates to the eReps. Disseminate client-specific information. Provide clarifications and guidelines to enhance eRep’s understanding and competence relative to client-specific information and handling different customer transactions.

    Team Management
    ● Supervise all agents within their team (eReps; may include Subject Matter experts depending on the account)
    ● Monitor the agents’ performance on the floor (according to productivity competence, and quality standards and targets
    ● Provide weekly specific performance feedback
    ● Work with the agents to achieve development objectives and performance targets
    ● Conduct performance appraisals for team members

    Coordination with Operations Support
    ● Document and escalate real-time internal and external IT issues.
    ● Document and escalate customer and client process issues.
    ● Work with the QA Team Leader or QA Analyst to ensure effective implementation of the QA process. Deliver timely feedback. Identify QA issues and work with the Operations Manager or Director and Team Managers to develop action plans. Implement action plans.
    ● Coordinate with CST Training on training-related issues
    ● Work with Workforce Management on concerns related to scheduling and attendance

    Implementation of New Account/s
    ● Develop a complete understanding of the client’s business model, policies, and procedures as they relate to Aegis PeopleSupport’s support of the client’s customers
    ● Supervise the development of Support Site where appropriate
    ● Ensure that agents gain and maintain competence on client’s site, back-end tools, and support systems

    Management Support
    ● Support the Team Manager in providing leadership, guidance, and support to the reps to ensure the creation of a positive (productive) work atmosphere and team spirit. Address agent needs and concerns, performance and motivation issues, and conflicts.
    ● Assume responsibility and accountability for the team in the absence of the Team Manager by ensuring coverage, productivity/efficiency, and quality of service delivery
    ● Interact with external clients and management, in the absence of the Team Manager
    ● Support the Director in meeting targets
    ● Perform other duties as assigned

  • Independent Sub-Contractor (Remote)| Customer Success

    Hybrids.Team

    March 2020 - Now

    ● Primary role is to process inquiries and requests for support sent via email and storefront.
    ● Provide complete and detailed answers to queries sent by the customers.

Certification

  • Lead Certification Program

    Teleperformance - FHCS

    June 2011 - July 2011

    ● Business Continuity Plan
    ● Managing KPIs
    ● Management Effectiveness and Motivation
    ● Writing Performance Appraisal
    ● CMS and Analytics
    ● Workforce Management
    ● Effective Time Management
    ● Leadership Effectiveness
    ● Coaching

Education

  • AB Broadcast Journalism – Undergraduate

    De la Salle University – Dasmariñas

    June 2002 - March 2006

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