Rommel Ico Email & Phone Number

Waterford, County Waterford, Ireland

Remote

• Understanding the customer’s goals and objectives and then educating members about the club, its services and recommending the best product suited to them
• Probing questions are used to uncover the customers’ needs and then advise them on certain products that helps them achieve their visions.
• Handling changeling situations by finding solutions and driving results such as; retaining irate members who are looking to cancel their membership by providing value to their subscriptions and support with any.
• Making decisions on behalf of Oxford Club that deliver results, such as; providing discounts to valued members at my own discretion
• Consistent in meeting all quality control targets (on average QC score = 95%-100%).
• Adhering to service levels proposed by the company, by handling calls in a time efficient but effectively by resolving the customer’s issues.

Remote

• Dealing with escalations; handling complex calls transferred to me by junior staff members.
• Assessing and analysing each case received from our Northern American members.
• Company’s customer advocate through the process of mediation
• Managing high call volume with tact and professionalism.
• Takes ownership of each case received by finding a resolution to eBay members queries.
• Maintaining performance daily in terms of quality assurance, productivity and customer satisfaction scores.

Dublin, Ireland

• Responded to queries about BT’s equipment (how to use it effectively), any current promotions, roaming and billing issues.
• Resolved technical problems for customers by asking clear and specific questions about their issue.
• Identified opportunities to upgrade services for example; mobile phone plans, broadband and TV services and then referring to the relevant internal department.
• Managed high volume of calls effectively and efficiently in a complex, fast-paced, challenging call centre environment.
• Identified chronic customer issues by creating a complaint log and liaising with higher management to find a resolution.
• Handling volatile customers professionally.

Sydney, Australia

• Training & offering support to junior managers onboard to help them grow/ develop further experience in their managerial role.
• Evaluate the performance of junior casino hosts & providing additional support/ training when they aren’t meeting their assigned targets.
• Training/supporting floor staff on all processes and procedures (customer service, sales, promotions, etc.)
• Meeting, greeting, and building relationships with high-net-worth individuals are beneficial to promoting loyalty, repeat visits, and increased revenue for the business
• Directing and coordinating marketing activities and policies to promote products and services.
• Supporting and cultivating new ideas and methods to deliver business solutions.

Southampton, United Kingdom

• Maintain personal contact with existing player base, identify new accounts and reactivate old accounts.
• Effectively communicate with other departments to ensure VIP service
• Plan, organize and host on and off property events and promotions
• Independently evaluated casino play with our CMAS system during guests stay to justify comps while following company standards.
• Strategically planned with department heads on ideas and tactics to improve guest satisfaction.

Miami/Fort Lauderdale Area

Olongapo City

• Gathered and generated ideas for news stories and features, following leads from different government agencies and other sources
• Craft accurate stories for major events within tight deadlines; keen ability to simultaneously manage several demanding assignments, often with minimal lead time
• Conducted telephone and in-person interviews with individuals knowledgeable about each story’s subject matter.
• Translated and rewrite stories from the domestic service into English language
• Composed articles on events attended and other press-releases sent to my desk
• Organised material determined area of emphasis and wrote stories according to prescribed editorial style and format standards.

Subic Bay Freeport Zone

• Responsible to deal casino table games as required and maintain game security
• Provide excellent customer service assistance to the guests and customers
• Perform duties with required amount of skill, accuracy, and productivity set down by the casino management
• Explained house rules, such as game rules and betting limits, to customers.
• Retained premium slot and table players through exceptional customer service.

Subic Bay Freeport Zone

• Primary role is to identify and find ideal locations for a film shoot, reporting directly to the producer.
• Responsible for negotiating the cost and the terms of the hire, crew, catering requirements and any official permission that may be needed.
• Oversee the health and safety of everyone using the location