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Vincent Rojas

@vincentrojas

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Customer service professional with 6+ years in customer service and high-volume support.

Philippines

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What I'm looking for

I’m seeking a remote Appointment Setter or Customer Service role where I can leverage my strong communication skills and top performance in KPI-driven environments, ensuring accurate scheduling coordination and consistently high CSAT through effective issue resolution.

I’m a results-driven Customer Service Professional with over 6 years of experience in BPO environments, specializing in customer support and appointment coordination. I handle high-volume customer interactions across voice, chat, and email while maintaining strong service quality and customer satisfaction.

At VXI Global Solutions Inc., I’ve coordinated scheduling and service requests, managed time-sensitive requests, and delivered consistent performance in KPI-driven environments. As an SME, I monitored team performance, supported escalations, and conducted coaching and feedback to improve agent performance, communication, and efficiency—earning Top 1 and Top 9 overall performance awards.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

VXI Global Solutions Inc.

Feb 2020 - Feb 2023 (3 years)

Managed high-volume customer inquiries for insurance-covered services and transportation coordination, ensuring accurate, timely resolution across phone, chat, and email. Coordinated scheduling and service requests and maintained strong CSAT performance, including Top 1 overall performance ranking based on KPIs.

Chat Email Conflict Resolution Escalation Handling Customer Satisfaction (CSAT) Optimization Time Management Multitasking

Subject Matter Expert (SME)

VXI Global Solutions Inc.

May 2018 - Feb 2020 (1 year 9 months)

Monitored team performance and ensured adherence to quality and operational standards. Conducted coaching and feedback to improve agent communication and efficiency, and supported escalations to resolve complex customer concerns.

Coaching Feedback Escalations Process Improvement Professional communication

Customer Service Representative

VXI Global Solutions Inc.

Aug 2016 - May 2018 (1 year 9 months)

Handled customer and driver inquiries covering orders, payments, scheduling, and complaints, delivering fast and accurate resolutions. Met and exceeded performance targets by maintaining strong customer relationships and supporting high-volume communication across phone, chat, and email.

Customer Support Chat Email Scheduling Management Complaint Resolution Conflict Resolution Time Management Multitasking