Danilito Rocamora

Customer Support, Technical Support, and Client Retention Specialist with over 7 years of experience supporting customers, merchants, and independent contractors across US, Australian, and New Zealand markets. Experienced in customer service, technical troubleshooting, onboarding, partner engagement, merchant acquisition, customer retention, and relationship management. Proven ability to resolve complex issues, improve customer satisfaction, drive partner activation, and maintain long-term client relationships through phone, email, and chat support.

Customer Service Representative / Driver Retention & Merchant Acquisition Specialist at TaskUs (2022-09 – 2024-11)

• Provided customer support and account assistance for a leading transportation and food-delivery technology platform.
• Managed inbound and outbound communications through phone, email, and chat channels.
• Supported driver-partners through onboarding, application completion, document verification, and account activation.
• Conducted retention and re-engagement outreach to inactive independent contractors to encourage continued platform participation.
• Reached out to restaurant owners and merchants interested in joining the platform and guided them through onboarding requirements.
• Built strong relationships with merchants and partners while resolving onboarding and account-related concerns.
• Contributed to a 15% increase in successful sign-ups and onboarding completions.
• Maintained a 95% first-contact resolution rate through effective problem solving and customer advocacy.
• Collaborated with internal teams to resolve verification, documentation, and activation issues.

Technical Support Representative at Sitel Group (2019-05 – 2022-02)

• Provided technical support and troubleshooting assistance for consumer electronics products.
• Diagnosed hardware and software issues and guided customers through resolutions.
• Assisted with product setup, configuration, maintenance, and warranty-related concerns.
• Documented cases accurately and ensured timely follow-up on escalations.
• Maintained high customer satisfaction while meeting productivity and quality targets.

Customer Service Representative at Sitel Group (2015-09 – 2018-09)

• Handled account inquiries, billing concerns, order tracking, and payment-related issues.
• Provided support through phone, email, and live chat channels.
• Resolved customer complaints and account concerns while maintaining service quality standards.
• Demonstrated strong conflict-resolution and customer-retention skills.
• Consistently met performance metrics for quality, productivity, and customer satisfaction.

Architecture – Technological Institute of the Philippines (2010 – 2013)