Rose Ann Ragudo

Results-driven Customer Support and HR Helpdesk Specialist with 5+ years of experience supporting global clients across HR services and customer operations. Skilled in ticket management, issue resolution, and SLA-driven support using Zendesk, Salesforce, and SAP systems, consistently delivering accurate and timely solutions. Proven track record of managing high-volume case queues while maintaining data accuracy, confidentiality, and customer satisfaction.

Known for strong problem-solving, attention to detail, and the ability to collaborate across teams to improve processes and enhance user experience.

Customer Care Specialist at Employment Hero (2025-10 – 2025-11)

• Supported customer inquiries via chat, tickets, and email during training, gaining hands-on experience with payroll platform support and service workflows
• Assisted in troubleshooting basic technical and account-related issues, identifying root causes and providing accurate initial guidance
• Logged, categorized, and triaged support requests, ensuring proper documentation and escalation to appropriate teams
• Collaborated with internal teams and support specialists to understand the best practices and effective customer support processes
• Analyzed platform functionality through guided testing and investigation to identify user errors and system-related concerns
• Escalated complex issues, including potential system bugs, with clear and complete documentation
• Maintained accurate records of customer interactions using Zendesk, Salesforce, and internal systems
• Monitored ticket queues and supported SLA awareness during training to understand response and resolution standards
• Contributed insights for knowledge base improvements and Help Center updates based on observed customer concerns

HR Helpdesk Associate at SAP Philippines Inc. (2023-04 – 2025-06)

• Managed end-to-end HR support cases across multiple functional areas, consistently meeting SLAs and maintaining high accuracy in ticket resolution
• Resolved employee inquiries using internal knowledge base and HR systems, improving response efficiency and reducing repeat queries
• Logged, tracked, and categorized cases within the ticketing system, ensuring proper escalation and seamless handoff to second-level support
• Delivered high-quality customer experience by handling sensitive HR concerns with professionalism, empathy, and confidentiality
• Processed employee and supplier requests with accuracy and timeliness, supporting compliance with internal service standards
• Met and exceeded KPIs on case resolution, quality, and turnaround time, contributing to overall team performance
• Collaborated with cross-functional teams to clarify unclear processes, helping improve documentation and streamline workflows
• Performed administrative HR tasks including case dispatching, reporting, and data management to support daily operations
• Supported internal projects and process improvement initiatives, contributing to enhanced service delivery and team efficiency
• Maintained strict data privacy standards when handling confidential employee and organizational information

Customer Service Representative at TTEC Holdings, Inc. (formerly TeleTech) (2022-02 – 2022-05)

• Provided real-time support to DoorDash delivery drivers by resolving issues related to mobile application functionality, delivery processes, and payment concerns
• Handled inbound and outbound phone support, troubleshooting technical and operational issues to ensure timely resolution and service continuity
• Logged and documented customer interactions, incidents, and resolutions in internal systems to maintain accurate records and support tracking
• Escalated complex or unresolved issues to appropriate internal teams, ensuring proper handoff and follow through until resolution
• Collaborated with cross functional teams to improve issue resolution time and overall service efficiency
• Maintained high customer satisfaction by delivering clear communication, problem solving, and a customer focused approach
• Demonstrated strong attention to detail, adaptability, and the ability to perform effectively in a fast paced, technology driven environment

Operations Assistant at Tech One Global Inc. (2017-07 – 2020-08)

• Managed and updated daily production spreadsheets, ensuring 100% data accuracy and reliable reporting for team operations
• Provided administrative and operational support to Shift Supervisors, coordinating daily tasks and managing team communications to maintain workflow efficiency
• Coordinated shift schedules and monitored attendance for Image Editors, supporting consistent staffing and operational continuity
• Streamlined task allocation and tracking processes, improving team organization and productivity
• Supported implementation of process improvements, including enhanced workflows and digital systems, contributing to increased operational efficiency
• Maintained organized documentation and reports, enabling faster data access and informed decision-making

Office Staff at MOF Company Subic Inc. (2014-07 – 2016-05)

• Provided administrative support to the Admin Manager and assisted with cross-departmental tasks to ensure smooth daily operations
• Managed the processing and filing of Vacation and Sick Leave requests, ensuring accuracy, proper documentation, and timely management approval
• Organized and maintained important and confidential documents, ensuring secure storage and easy retrieval
• Supported front desk and reception duties, demonstrating strong interpersonal and communication skills while interacting with staff and visitors

Customer and Sales Service Representative at Convergys (2013-11 – 2014-05)

• Handled high-volume inbound and outbound customer calls, ensuring prompt and accurate responses
• Identified customer needs and provided tailored solutions, enhancing satisfaction and loyalty
• Delivered consistent, high-quality service while maintaining compliance with company standards
• Communicated product and service information clearly, contributing to sales targets and client retention

English Teacher (2-month Project Based) at Chosun Deli English (2013-01 – 2013-12)

• Provided English language instruction to Korean students aged 10 to 12, focusing on basic grammar, reading, and writing skills
• Guided students through structured lessons in both daytime academy sessions and evening classes, including writing exercises and quizzes
• Offered daily supervision and academic support in a residential setting to ensure a consistent learning environment and support student development