Roby P. Galope
Angono,Rizal
Summary
Detail-oriented professional with a strong foundation in data management and communication. Demonstrates critical thinking and problem-solving abilities, effectively prioritising tasks to meet deadlines. Committed to enhancing customer experiences through quality assurance and operational excellence.
Overview
13
13
years of professional experience
Work History
Senior Quality Evaluator
CONCENTRIX DAKSH SERVICES
Quezon City
01.2022 - Current
- Conduct in-depth quality evaluations and audits of processes and services
- Develop, maintain, and refine quality standards, scorecards, and evaluation frameworks
- Analyze quality data, identify trends, and provide actionable insights and recommendations
- Lead root cause analysis and corrective/preventive action initiatives
- Ensure compliance with regulatory, contractual, and organizational quality requirements
- Mentor and coach quality evaluators and frontline teams on quality expectations and best practices
- Collaborate with operations, training, compliance, and leadership teams to drive improvements
- Prepare and present quality reports, dashboards, and performance metrics to stakeholders
- Participate in internal and external audits as a subject matter expert
- Support process improvement, automation, and quality transformation initiatives
Customer Service Representative
CONCENTRIX DAKSH SERVICES
Quezon City
05.2016 - 01.2022
- Handle inbound customer inquiries related to flight bookings
- Assist customers with new reservations, rebookings, cancellations, and refunds
- Provide accurate information on flight schedules, fares, seat availability, and travel policies
- Process ticketing, fare changes, upgrades, and ancillary services (baggage, meals, seat selection)
- Verify passenger details and ensure compliance with airline and travel regulations
- Resolve booking issues such as missed flights, schedule changes, or fare discrepancies
- Document customer interactions accurately in reservation and internal systems
- Escalate complex cases to senior agents or airline support teams when required
- Meet performance targets for call handling time, booking accuracy, and customer satisfaction
Customer Service Representative
THE RESULTS COMPANIES
Pasig City
01.2014 - 01.2016
- Handle inbound customer inquiries related to mobile phone issues, including device setup, connectivity, billing, and service features
- Troubleshoot basic to intermediate mobile device and network problems
- Guide customers through phone settings, software updates, and basic device configuration
- Assist with SIM activation, number portability, and account verification
- Document customer interactions and resolutions accurately in internal systems
- Escalate complex technical issues to higher-level support or technical teams as needed
- Educate customers on mobile plans, features, usage, and best practices
- Follow troubleshooting scripts, service protocols, and quality standards
- Meet performance metrics such as resolution time, customer satisfaction, and quality scores
Customer Service Representative
VCUSTOMER
11.2013 - 12.2013
- Received customer orders via phone and entered them accurately into the system.
- Addressed customer inquiries regarding products, pricing, availability, and promotions.
- Confirmed order details with customers, providing estimated delivery dates.
- Managed order modifications, cancellations, and resolved basic issues effectively.
- Processed payments while applying discounts or promotions as applicable.
- Maintained professionalism and a customer-centric approach at all times.
- Adhered to company policies, scripts, and quality standards diligently.
- Achieved productivity, accuracy, and customer satisfaction metrics consistently.
ROYAL TERN CERAMICS
Taytay, Rizal
09.2012 - 02.2013
- Promote and sell sanitary ware products to retail, wholesale, and project clients
- Assist customers in selecting suitable products based on design, functionality, and budget
- Develop and maintain relationships with dealers, and contractors,
- Prepare quotations, negotiate prices, and close sales in line with company policies
- Coordinate with logistics and warehouse teams to ensure timely delivery
- Handle customer inquiries, complaints, and after-sales support
Education
BACHELOR OF SCIENCE - HOTEL AND RESTAURANT MANAGEMENT
Philippine Women’s University
Manila01.2009
Skills
- Data Management
- Strong Written and Verbal Communication
- Proficiency with MS tools
- Critical Thinking
- Customer Support Handling
- Task prioritization and deadline management
References
Available upon request.
Timeline
Senior Quality Evaluator
CONCENTRIX DAKSH SERVICES
01.2022 - Current
Customer Service Representative
CONCENTRIX DAKSH SERVICES
05.2016 - 01.2022
Customer Service Representative
THE RESULTS COMPANIES
01.2014 - 01.2016
Customer Service Representative
VCUSTOMER
11.2013 - 12.2013
ROYAL TERN CERAMICS
09.2012 - 02.2013
BACHELOR OF SCIENCE - HOTEL AND RESTAURANT MANAGEMENT
Philippine Women’s University