# Rowell Zapanta - Results-driven Customer Service and Technical Support professional with over 14 years of exp in telecommunications, SaaS, fintech, and healthcare industries, Tier 2 troubleshooting, incident management, & CRM platforms.
Source: https://hello.cv/popoyzapanta
zapantapopoy@gmail.com | 0992 369 0424 | Purok 5, Brgy. Pampang, Angeles City

## Links
- LinkedIn | https://www.linkedin.com/in/rowell-zapanta-98513b31a/

## About
Highly accomplished Customer Service and Technical Support professional with over 14 years of experience across telecommunications, SaaS, fintech, and healthcare device industries. Proven expertise in multi-channel support, technical troubleshooting, and incident management, consistently resolving SLA-driven cases and enhancing operational efficiency. Adept at cross-functional collaboration, mentoring, and continuous process improvement to drive customer satisfaction and team success.

## Work
### Tier 2 Technical Customer Service Representative | Audien Hearing Inc.
Provided advanced technical and customer relationship management support for hearing aids and audio devices, ensuring high levels of patient satisfaction and operational efficiency.
- Delivered comprehensive multi-channel technical support via phone, email, chat, and video, resolving complex device issues and guiding customers through setup and software usage.
- Managed customer relationships by building positive rapport, professionally handling complaints, and proactively following up to ensure complete satisfaction.
- Facilitated customer feedback collection by actively soliciting reviews and surveys for platforms like Amazon, BBB, Trustpilot, and Google, contributing to brand reputation.
- Explained product features, warranty coverage, and service policies with clarity, empowering customers with full understanding and maximizing product value.
### Account Specialist | BC Holdings OSL – MVP offshore inc.
Managed daily cycle monitoring, incident management, and client services for Exchange service, ensuring seamless operations and effective customer support.
- Oversaw daily cycle monitoring and communications for client's Exchange service, ensuring operational continuity and proactive issue identification.
- Led incident management, from initial investigation and severity evaluation to escalation and resolution, maintaining high service level agreements.
- Provided white-label client services, managing communications, escalating issues to Market Makers, and monitoring VIP client emails to ensure premium support.
- Developed and maintained Grafana dashboards, creating new configurations, updating existing ones, and validating queries and alerts for enhanced operational visibility.
- Streamlined reporting processes through manual generation of monthly reports and diligent monitoring of automated daily, weekly, and monthly reports, ensuring data accuracy.
### Tier 2 Technical Support Representative | D2L - Support Ninja Inc
Provided advanced technical customer support, troubleshooting network and device issues, and managing client website content for optimal performance.
- Resolved complex customer complaints via phone, email, and chat on Salesforce, ensuring efficient and effective resolution for network and device troubleshooting.
- Managed client website content, including creating and updating pages, checking conditions and rules, and tracing errors to ensure perfect functionality.
- Advised clients on optimal webpage design and content strategies, enhancing their online presence and user experience.
- Utilized Salesforce and Bomgar platforms to streamline support processes, improving response times and customer satisfaction.
### Customer Service Representative (SME - Subject Matter Expert and Team Leader Apprentice) | Cricket Wireless - Concentrix Clark
Served as a Subject Matter Expert and Team Leader Apprentice, resolving complex customer issues and actively mentoring new trainees.
- Resolved complex customer complaints via phone, specializing in network and device troubleshooting, as well as bill and account inquiries.
- Mentored and coached new trainees, providing call listening and feedback to enhance their performance and accelerate skill development.
- Contributed to team efficiency by sharing expertise and best practices, reducing average handling time and improving first-call resolution rates.
- Supported leadership by taking on apprentice responsibilities, ensuring consistent service quality and adherence to operational standards.
### Customer Care Representative (Mentor, Senior Representative, Team Leader Apprentice) | T-Mobile - Alorica inc
Managed complex customer device concerns, mentored new hires, and delivered daily reports as a Senior Representative and Team Leader Apprentice.
- Handled escalated customer device concerns via phone calls, resolving critical issues and maintaining high customer satisfaction scores.
- Mentored trainees and conducted call listening and coaching sessions, significantly improving new hire performance and adherence to quality standards.
- Delivered daily reports, providing critical insights into team performance and operational metrics to support management decision-making.
- Performed call calibrations and detailed call analysis, identifying areas for improvement and implementing strategies to enhance service quality across the team.
### Customer Service Representative | Fingerhut, Leap Frog, USAI and COAF - Iqor
Provided comprehensive customer support, including complaint resolution, technical troubleshooting, and account management, while also specializing in collections.
- Resolved a high volume of customer complaints via phone, ensuring prompt and effective issue resolution for diverse client accounts.
- Assisted customers with network and device troubleshooting, diagnosing problems and guiding users through solutions to restore service functionality.
- Managed customer inquiries regarding bill and account details, accurately processing requests and clarifying complex information.
- Functioned as a Collection Specialist, successfully recovering outstanding payments while maintaining positive customer relations and adhering to compliance standards.

## Education
### Systems Plus College Foundations
### Angeles City National Highschool
### Sto.Rosario Elementary School

## Languages
- English
- Tagalog
- Kapampangan

## Skills
### Customer Service
- Technical Support
- Multi-channel Support
- Phone Support
- Email Support
- Chat Support
- Virtual Appointments
- Customer Inquiry Resolution
- Customer Relationship Management
- Customer Satisfaction
### Technical Troubleshooting
- Device Troubleshooting
- Software Application Troubleshooting
- Bluetooth Connectivity
- Network Troubleshooting
- Incident Management
- Root Cause Analysis
### CRM & Support Platforms
- Salesforce
- Gorgias
- Kustomer
- Jira
- Ticketing Systems
- Shopify
- Redo
- Amazon Vendor Central
- AirCall
- Calendly
- Meegle
- Opensearch
- Kibana
- Grafana
- Bomgar
### Operational Excellence
- SLA Management
- Escalation Handling
- Severity Assessment
- Case Resolution
- Process Improvement
- SOP Documentation
- Run Sheet Management
- Workflow Coordination
- Operational Monitoring
- Dashboard Validation
- Reporting
- Multitasking
### Leadership & Mentoring
- Subject Matter Expert (SME)
- Team Leader Apprentice
- Coaching
- Trainee Mentorship
- Team Support
- Call Listening
- Call Analysis
- Call Calibrations
### Communication
- Interpersonal Skills
- Client Communication
- Cross-functional Collaboration
- Relationship Building
### Data Analysis & Reporting
- Operational Monitoring
- Dashboard Validation
- Monthly Reports
- Automated Reports
- Query and Alert Validation
### Project Management Support
- SIT FIX Conformance Test Verification
- SIT and PROD FIX Sessions
- SIT Ops Console Account Creation
- Process Documentation

## Source
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