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@rosariomarksagun
Customer service specialist with 5+ years in telecom, cybersecurity, sales, and retention.
I am a customer service specialist with over five years' experience supporting telecommunications and cybersecurity accounts, handling billing, retention, sales, and tier‑1 technical support. I have worked in both voice and non‑voice roles and have proven ability to manage high‑volume customer interactions under pressure.
I am adaptable, a fast learner, and comfortable working in teams or independently; I was recognized as an exchange employee intern through YMCA and completed roles that combined technical troubleshooting with customer retention and sales outcomes.
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Work history, roles, and key accomplishments
Exacot
Jul 2023 - Apr 2025 (1 year 9 months)
Handled customer technical concerns for a cybersecurity account via chat and email, resolving issues and maintaining response SLAs.
Tata Consultancy Services
Jul 2022 - Jul 2023 (1 year)
Provided voice support for a telecommunications account handling tier 1 technical support, sales, retention, and billing inquiries to maintain service continuity.
Qor Philippines Inc.
Oct 2019 - Jun 2022 (2 years 8 months)
Managed customer billing, retention, sales, and technical support for a telecommunications account, contributing to customer satisfaction and account retention.
Sitel Philippines
Mar 2019 - Oct 2019 (7 months)
Handled billing, retention, sales, and tier 1 technical support for a telecommunications account, resolving customer issues and improving first-contact resolution.
YMCA of Pangasinan Inc.
Feb 2013 - Jan 2018 (4 years 11 months)
Supported YMCA programs and was selected for a one-year exchange/internship in Thailand, contributing to program delivery and cross-cultural initiatives.
Degrees, certifications, and relevant coursework
Bachelor of Science, Criminology
2011 - 2013
Completed coursework for a Bachelor of Science in Criminology at Urdaneta City University.
High School Diploma, High School
2003 - 2007
Graduated high school with good academic standing and passed the Philippine Military Academy entrance examination.
Software and tools used professionally
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