Rossana Ramos – Customer Service Representative

My name is Rossana Ramos, a 37-year-old resident of Cavite, Philippines, where I live with my family. Growing up, I always had a keen interest in technology, which led me to pursue a 2-year course in Information Technology at STI College. My time in college helped me develop a solid foundation in technical skills, preparing me for the fast-paced world of customer service and technology-driven industries.

Shortly after completing my studies, I ventured into the BPO industry, which quickly became a space where I could apply my communication and problem-solving skills. Over the past 8 years, I have had the opportunity to work across various roles within the BPO sector, gaining a wealth of experience and insights into the industry. My journey began with entry-level customer service roles, where I learned the importance of understanding and addressing customer needs efficiently and professionally.

As I grew in my career, I was fortunate enough to be given the opportunity to become a subject matter expert (SME), a role I have been fulfilling for the last 3 years. In this capacity, I have specialised in handling telco accounts, one of the most demanding and dynamic sectors in the BPO industry. My responsibilities as an SME involved not only providing top-notch support to customers but also serving as a go-to resource for my colleagues. I assisted with training and development, ensuring that the team stayed updated on account-specific protocols, best practices, and new technologies.

Being an SME has allowed me to develop strong leadership and mentoring skills, as I have worked closely with agents to help them improve their performance. I’ve enjoyed the challenge of troubleshooting complex issues and the satisfaction that comes with helping both customers and coworkers find solutions. This role has also deepened my understanding of telecommunications, allowing me to provide accurate and effective assistance, even in high-pressure situations.

Outside of work, I enjoy spending time with my family and engaging in activities related to dogs, which is one of my favourite pastimes. My experiences have shaped me into a person who thrives in a fast-paced, customer-centric environment, and I look forward to continuing to grow in this field.

For a copy of Rossana’s resume please click here.