Looking for a job

Denzel De La Rosa

@denzeldelarosa

Message

Customer-focused technical support and data annotation specialist.

Philippines

Message

What I'm looking for

I seek a role combining technical support and data quality/annotation work in a collaborative, process-driven team with opportunities to improve workflows and impact ML/data projects.

I am an experienced customer and technical support professional with strong expertise in data entry, labeling, and GIS/geo-content optimization. I bring a practical understanding of technical computer applications and a track record of resolving complex customer issues.

In my most recent role as a Process Executive for Mapping & Navigation, I managed and improved data quality for global navigation systems, creating and analyzing quality metrics to optimize workflows. Previously, as a Machine Learning Specialist, I labeled large image datasets that directly improved model performance.

I have supported escalations and travel services, delivering high-priority resolution for booking alterations, refunds, and cancellations while maintaining customer satisfaction. My background includes advanced Windows and Microsoft support where I focused on first-call resolution and minimizing downtime.

I work well in cross-functional teams, emphasize process improvement and reporting, and am skilled with Google Workspace, Microsoft Office, CRM platforms (Salesforce, Avaya), queue management, and annotation tools. I am eager to contribute my technical support, data quality, and machine learning annotation experience to a results-driven team.

Experience

Work history, roles, and key accomplishments

Process Executive - Mapping

Cognizant Technology Solutions

May 2022 - Sep 2025 (3 years 4 months)

Managed global mapping and navigation data, resolved data inconsistencies through cross-functional collaboration, and improved data quality by creating and analyzing quality metrics reports.

Data Quality Assurance Reporting Cross Functional Collaboration Metrics Analysis Workflow Optimization

Machine Learning Specialist

Appen

Nov 2020 - May 2022 (1 year 6 months)

Labeled and annotated large image datasets with high accuracy to support machine learning model training and improve model performance and data consistency.

Data Annotation Image Labeling Quality Assurance Reporting

Tier 2 Escalations Support

Concentrix

Jan 2019 - Nov 2020 (1 year 10 months)

Handled complex booking alterations, refunds, and cancellations as primary escalation contact, resolving high-priority customer issues by coordinating with internal teams and applying policy expertise.

Escalation Management Customer Service CRM

Travel Services Expert

Concentrix

May 2018 - Jan 2019 (8 months)

Resolved complex travel customer issues and managed tour and itinerary bookings, maintaining high customer satisfaction by liaising with internal teams for swift resolutions.

Customer Service CRM Communication

Technical Support Specialist

Convergys

Aug 2015 - May 2018 (2 years 9 months)

Provided advanced Windows and Microsoft support, troubleshooting hardware and software issues to maintain first-call resolution rates and minimize service downtime.

Technical Troubleshooting Customer Support Remote Support Knowledge Base

Outbound Healthcare Representative

Collective Solutions International

Feb 2015 - Aug 2015 (6 months)

Contacted patients, doctors, and suppliers to coordinate approval and delivery of diabetic devices and medications, ensuring compliance with prescriptions and healthcare processes.

Healthcare Support & Compliance Documentation Scheduling

Education

Degrees, certifications, and relevant coursework

Build Your Skills

Certificate in Customer Service, Customer Service

2020 - 2020

Completed a short course in Customer Service (October 2020) focused on customer support skills.

CompTIA

CompTIA A+, Information Technology

2020 - 2020

Earned CompTIA A+ certification covering hardware, mobile devices, operating systems, troubleshooting, and networking (October 2020).

STI College Bacoor

Bachelor of Science in Information Technology, Information Technology

2012 - 2014

Completed coursework in information technology with focus on mobile devices, operating systems, troubleshooting, networking, system administration, and computer programming.