Open to opportunities

Hanna Rosal

@hannarosal

Message

Customer service professional skilled in troubleshooting, case management, and real-time operations.

Philippines

Message

What I'm looking for

I seek a customer-focused role where I can apply real-time operations and troubleshooting skills, work with CRM systems, and contribute to measurable service improvements.

I am a customer service professional with a Bachelor of Science in Accountancy from the University of Mindanao and hands-on experience across support and real-time operations.

I have worked as a Customer Service Representative handling product inquiries, orders, returns, exchanges, warranty claims, billing concerns, and account updates while documenting interactions for accurate case tracking.

In a real-time analyst (OJT) capacity I monitored queue performance, tracked adherence and handling-time metrics, and coordinated intraday staffing to meet service levels.

I bring strong skills in CRM and ticketing systems, case management, multi-channel customer communication, problem solving, and product troubleshooting for consumer electronics, and I focus on timely, documented resolution to support sales and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Full Potential Solutions

Jan 2023 - Present (3 years 2 months)

Responded to customer inquiries about products, orders, returns, warranties and billing, resolving issues and ensuring accurate case tracking to maintain service levels.

Customer Service Case Management Billing Time Management

Real-Time Analyst

Full Potential Solutions

Jan 2024 - Mar 2024 (2 months)

Monitored real-time queue performance and agent activity, tracked adherence and handling time, and coordinated intraday staffing and break management to meet service levels.

Monitoring Workforce Management Service Level Management Adherence Services Communication Problem Solving