Roxannie Amoyan

Friendly and reliable customer service professional with 10 years of experience in call center support. Skilled in handling client concerns, staying organized, and keeping things running smoothly. Comfortable working in fast-paced environments and juggling multiple tasks at once. Looking to join a great team where I can help improve customer service and day-to-day operations.

Inbound Order Processing Specialist and Back Office Support (WFH) at Concentrix CVG PH (2016-09 – 2026-03)

Timeline: 2016-2020 Work from Office; 2020-2026 Work from Home

• Successfully transitioned to a work-from-home setup in 2020 during the pandemic, maintaining productivity, quality performance, and adherence to company standards in a remote environment.
• Managed administrative tasks and responded to customer emails in a professional and timely manner.
• Maintained high standards of data accuracy and record-keeping across customer accounts and transactions.
• Collaborated with cross-functional teams to escalate and resolve complex issues, ensuring SLA compliance.
• Supported onboarding of new team members by providing guidance on tools, systems, and processes.
• Handled sensitive customer information with strict confidentiality and integrity.
• Demonstrated expertise in end-to-end order processing, ensuring accuracy and efficiency.
• Conducted credit class reviews and assessed customer eligibility for promotional credits.
• Reviewed and validated account qualifications for billing adjustments and promotions.
• Handled high-volume inbound calls, addressing inquiries related to product availability, pricing, and order status.
• Processed customer orders accurately using proprietary order management systems.
• Resolved issues related to shipping delays, returns, and order discrepancies, ensuring high customer satisfaction.
• Maintained detailed and accurate call documentation and order records.
• Consistently met performance metrics, achieving 95% quality scores while maintaining an average handling time (AHT) of 300 seconds.

Customer Service representatives Sears online retail store (seasonal account) at Sitel Philippines (2015-09 – 2016-01)

Bachelor of Science in Hospitality and Restaurant Management – STI College Cubao Quezon City (2011 – 2014)