RPRubieliza Peñalosa
@rubielizapealosa
Customer support SME with 3.5+ years resolving Tier 2 escalations.
PhilippinesWhat I'm looking for
I am a detail-oriented customer support Subject Matter Expert with over 3.5 years of hands-on experience resolving complex Tier 2 escalations, mentoring agents, and maintaining perfect quality scores. I combine technical aptitude with strong communication and interpersonal skills to deliver high-quality customer outcomes.
At Concentrix Philippines I earned Rockstar Awards, coached Advisor I agents, and partnered with team leads to analyze performance and improve processes. I consistently managed escalated email and chat inquiries, investigated technical account issues, and collaborated across departments to drive resolution.
Earlier roles include online ESL teaching and office administration, which strengthened my coaching, adaptability, and customer-facing skills. I am a quick learner, goal-oriented, and eager to contribute to teams that value quality, mentorship, and continuous improvement.
Experience
Work history, roles, and key accomplishments
COMentored and coached Advisor I agents, served as first point of contact for escalations, and improved team quality and efficiency, earning a Rockstar Award in Q1 2025.
COManaged and resolved Tier 2 escalated customer inquiries via email and chat, maintained perfect quality scores from Nov 2022 to Jun 2024, and collaborated cross-functionally on complex issues.
Online ESL Teacher
Acadsoc
Mar 2021 - Jun 2022 (1 year 3 months)
Delivered one-on-one online English lessons to students of varied proficiency, creating engaging learning environments and tracking student progress.
Office Staff
Moresco-1
Jun 2019 - Jul 2020 (1 year 1 month)
Provided administrative support including data entry, filing, correspondence management, and handling member inquiries to maintain office operations.
Service Crew
Reinz Corner Grill
Jan 2017 - Jun 2019 (2 years 5 months)
Performed customer service, point-of-sale transactions, and food preparation in a fast-paced restaurant environment.
Education
Degrees, certifications, and relevant coursework
Iligan Computer Institute - Healthcare Department
Caregiving NC II, Caregiving / Healthcare
2010 - 2011
Completed a 6-month Caregiving NC II program focused on healthcare support and caregiving skills.
MTMindanao State University - Iligan Institute of Technology
Bachelor of Science in Computer Science (undergraduate), Computer Science
2008 - 2010
Undergraduate studies in Computer Science covering two years of core computer science coursework.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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