Rhea Del Rosario

Led a customer service team by coaching agents and managing KPIs to align with organizational policies and operational goals. Analyzed customer survey data to drive corrective action plans and streamlined workflows, increasing productivity by 30% and reducing average handling time (AHT).

Ensured seamless parking payment processing across multiple facilities and provided remote technical support to help customers navigate car park systems. Handled refunds and resolved complex escalated cases in coordination with operations leadership to achieve complete resolution.

Analyzed customer account data to detect fraudulent transactions and suspicious patterns, updating account statuses and flagging anomalous activity for review. Investigated questionable transactions by monitoring spending deviations and collaborating with internal teams, while protecting vulnerable customers including the elderly and individuals with disabilities.

Processed customer payments and account changes with accuracy, including card replacements. Provided first-level technical support and troubleshooting for company websites and applications, resolving issues or escalating to the appropriate teams for timely outcomes.

Served as the escalation point for complex calls, chats, and emails, advising frontline agents on resolution strategies. Facilitated coaching sessions based on escalation trends and improved call/chat handling techniques that reduced average handling times.

Delivered general customer service, including payment processing, account updates, and card management, while addressing website and application technical issues. Directed customers to the appropriate departments to ensure efficient resolution and maintain high-quality customer experiences.

Bachelor of Science in Information Technology at Benguet State University, completed in 2019.

Studied at Baguio College of Technology from 2015 to 2018.