Roy Orcales

Mass Communication graduate with almost 4 years of experience in the BPO industry. Skilled in handling customer concerns, effective communication, and multitasking in fast paced environments. A dedicated and hardworking professional committed to achieving goals and delivering excellent service.

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Customer Service Representatives - Foundever Philippines - Ortigas

(2022-09 - 2026-05)

• Achieved Top 1 Agent in Team, consistently exceeding performance targets and service standards.
• Ranked Top 2 Agent across the program based on overall performance metrics (KPIs, quality, and productivity).
• Earned the HQ Master 2025 recognition for outstanding excellence, leadership, and high-quality customer support.
• Maintained strong customer satisfaction (CSAT) scores while meeting and exceeding efficiency goals.
• Demonstrated strong problem-solving skills and ability to handle complex customer concerns.
• Investigated issues by gathering and analyzing relevant data from internal systems.
• Identified root causes and provided accurate, timely resolutions.

Media Production Intern - Regal Entertainment, Inc. - Ortigas

(2025-09 - 2025-11)

• Received the Highest Grade for overall performance, with an evaluation marked as highly satisfactory.
• Contributed to the creation of promotional content for SRR, assisting in concept development and production support.
• Provided behind-the-scenes (BTS) coverage, capturing and organizing content to support marketing and promotional campaigns.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.

Bachelor of Arts - Mass Communication - ICCT COLLEGES (2025-12)

High School Diploma - Osmeña Colleges (2022-05)