Rezandro Ace de Guzman Experience
Business Subject Matter Expert
Coached and developed front-line teams' capabilities in customer retention, sales generation,
complex complaint handling and product knowledge in different advanced technologies.
Responsible for analyzing reports and developing materials in training and coaching to help
improve performance for our front-line teams.
Facilitated training across all teams aimed to help improve operational efficiency and
competency
Complaints Resolution Coordinator
Reviewed and/or approved complex customer bill claims
Managed complaints and prevented complaints from further escalation to the
Telecommunications Industry Ombudsman to protect the brand, to save on costs and to retain
customers.
Served as the site gatekeeper for all incoming complaints to the department by ensuring
the validity of escalations from the front-line teams.
Produced reports that were necessary to determine the overall performance of regional office
Social Media Manager, Project Manager and Virtual Professional
Worked in different roles for many business clients such as appointment setting, social media
management, community management and Internet research.
Built customer relations for increased business leads and sales generation.
Created reports that were essential for strategic planning in reaching out to target markets.
Created content to build social media presence across different clients around the globe.
Subject Matter Expert
Coached and developed skills for our major clients' new customer service representatives
Advised management on different methods in helping build our nesting teams' capabilities
Consumer Direct Representative
Performed many different customer service functions that helped build customer relations to the business.