Rouell Glean

Technical support, SME, Quality Analyst, and Customer service representative for 1 year. Recognized skills in diagnosing software faults, resolving network issues, and installing and configuring software. Versatile skill set in providing timely, accurate client feedback, managing multiple cases at one time, and providing support in the form of procedural documentation. Also, I worked as a Quality Assurance for 2 years and helped the company pass ISO certification.

2018, I was hired as a Customer Service Representative taking calls and resolving restaurant owners' concerns.

2019, I was transferred to email support which honed my skills and knowledge when handling concerns and responding via email.

2020 up to present, cross-trained from Menu, General Support, and Triage. Also, I was promoted as SME enabling me to share my knowledge with my colleagues on how to provide customer satisfaction for initial contact and with the process and metric wise.

Evaluate the customers' experience and product-wise as agents interact with cases through inbound and outbound emails and chat responses. Providing reports to immediate and partner supervisors and conducting huddles for agents' performance reviews on weekly basis. Presenting quality performance of the LOB with the client bi-weekly.

Bachelor of Science in Information Technology