Open to opportunities

Lovelyn dela Rosa

@lovelyndelarosa

Message

I improve customer experiences through training, troubleshooting, and complex support.

Philippines

Message

What I'm looking for

I'm looking for a role where I can apply customer support, technical troubleshooting, training, and process-improvement experience while taking on hands-on responsibilities and new challenges.

I've supported airline travelers and gaming customers at TDCX Malaysia, resolving complex bookings, account recoveries, payment disputes, software issues, and high-stress escalations while maintaining strong CSAT and response-time performance.

Previously, at Concentrix Philippines, I developed and delivered instructor-led and blended training, coached agents through nesting and production transitions, and used performance data and feedback to improve learning content. My BPO background also includes retention work at Sitel, where I addressed cancellations, billing disputes, and account concerns with value-driven solutions.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

TDCX Malaysia Sdn. Bhd.

Apr 2025 - Apr 2026 (1 year)

Managed complex airline bookings and gaming support, resolving high-stress issues and maintaining high CSAT ratings. Collaborated with cross-functional teams to streamline workflows and escalate technical glitches.

GDS Technical Troubleshooting Root Cause Analysis CSAT Email Support Account Recovery Payment Processing Cross Functional Collaboration

Trainer II – Learning and Development

Concentrix Philippines

Mar 2021 - Feb 2025 (3 years 11 months)

Developed and delivered training programs, coached employees, and monitored performance to ensure successful transitions to production. Evaluated training efficacy and championed digital learning tools.

Instructor Led Training Blended Learning Performance Coaching Change Management Process documentation

Retention Specialist

Sitel (Foundever) Philippines

Jul 2019 - Feb 2021 (1 year 7 months)

Diagnosed root causes of subscription cancellations and delivered personalized solutions to reverse churn. Handled high-stress cancellation requests and complex escalations, preserving revenue and improving customer lifetime value.

Customer Retention Root Cause Analysis De escalation CRM Systems Billing Disputes Account Management Needs Assessment Customer Satisfaction