Rolando S. Espina has over 13 years of experience in customer service roles. He has worked as a Customer Performance Specialist, Reception Supervisor, and Customer Service Representative for various companies in the Philippines, Oman, Saudi Arabia, and United Arab Emirates. Espina has a Bachelor's Degree in Education/Drafting Design from Mindanao State University and is proficient in English, Arabic, Microsoft Office, and hotel/customer service systems. He is seeking a new position as a Customer Support Representative.

1. Rolando S. Espina
Zone-9 Narra Street San Miguel Village Iligan City Lanao Del Norte,9200 Phils.
(+63)9661590010 | alfayex69@gmail.com
Experience: 13 years in Customer Service
Nationality Philippines
Position Desired: Customer Support Representative
Experience
September 2020 – April2022
(1 year 7 months)
March 2019 – February 2020
(11 Months) (Rehired)
October 2018 – March 2019
(5 Months)
Customer Performance Specialist
East West BPO | Pampanga Philippines
•Make calls to currentor potentialcustomerson behalf of a business, clientsor leads
•Calls maybe fortelemarketing, sales,fundraising,scheduling, surveying, or otherpurposes
•Respond of thequestion fromclientswithproper rebuttalsdependsonthe answerof theleads
 •Provide accuratevalid, andcomplete informationby usingthe rightmethods/tools
 •handle queriesfromguests,customeror leadsrelatedto product orservices, like technicalsupport
 accounts management complaints or other issues.

Reception Supervisor [⋆⋆⋆⋆⋆]
Renaissance Services Saog |Port Duqm Site, Oman
•Served on front deskw ith the total of 16,000 guest’s occupancy.
•Coordinates and Supervised in the front deskincluding other departments.
•Updating Histograms for all contractors and other clients for future reservation to avoid conflict of occupancy
•Preparing staff daily roster/schedule and attend meetings w ith Resident and Operation Managers.
•Finalizing all the reports fromcontractorsand investors fordocumentation to avoid credit note and debit note
Customer Service Representative
Tele performance | Vertis North Edsa Philippines
•Open and maintain customeraccountsbyrecordingaccount information
 •Resolve product orserviceproblemsbyclarifying thecustomer's complaint, determining the causeof the problem
 •explainingthe bestsolutionto solve theproblem; expediting correction oradjustment; following up toensure resolution
 •Maintain financialaccountsbyprocessing customer adjustments
 •Recommend potentialproductsor servicesto management bycollectingcustomerinformation andanalyzing customer needs
 •Manage large amountsof incoming calls and Generate salesleads
 •Identifyand assesscustomers’needsto achieve satisfaction and Closeout oropencallrecords
 •Provide accurate, valid, and completeinformationbyusing theright methods/tools
 •Handle complaints,provide appropriate solutionsand alternativeswithin the time limits
 •Follow communication procedures, guidelines, andpolicies
 •Resolve customer complaintsviaphone, email, mail, or socialmedia
 •Use telephonesto reach outto customersandverifyaccountinformation
 •Cancelor upgrade accounts and assist withplacement of orders,refunds, orexchanges
 •Take payment informationand otherpertinent information such asaddressesandphone numbers
 •Attempt to persuade customerto reconsidercancellation
 •Informcustomer of dealsand promotions andCompile reportson overall customer satisfaction

2. January 2013 – March 2018
(5 years & 2 months) Reception Supervisor [⋆⋆⋆⋆⋆]
Renaissance Services Saog |PDO Site Oman
•Served on front deskw ith the total of 3,500 guest’s occupancy.
•Coordinates and Supervised in the front deskincluding other departments.
•Take reservation and confirmed guests for rooms, flight bookings, and transportation
•Responsible for the financial transaction and accepting cash/card/city ledger mode of payment and daily guest
checked in and checked out report.
•Preparing staff daily roster/schedule and attend meetings w ith managers.
•Complete daily checklists of duties, to assure that appropriate reports are filed, and use analysis and judgement
skills w hen preparing roomdiscrepancy report.
•Handle guests complain and VIP concern.
•Ensure all customers’queries or requests are handled in a polite, efficient manner and a high level of customer
service is consistently maintained
•Monitor performance of staff with performance evaluations development review and discipline issues.
Sep 2010 - Apr 2012
(1 year 7 months)
Front Desk Supervisor [⋆⋆⋆]
Dhahran Palace Hotel | Dammam Saudi Arabia
•Served on front deskw ith good interpersonalskills and positive attitude w ith the guest.
•As an FO Supervisor, you are responsible for performing the follow ing tasks to the highest standards
•Maximization of room sales and revenue for the hotel by ensuring a sales attitude is alw ays adopted and an
aw areness of allsales opportunities w ithin the hotel is maintained.
•Take reservation and confirmed guest’s booking.
•Responsible for the financial transaction and accepting cash/card/city ledger mode of payment and daily guest
checked in and checked out report.
•Preparing staff daily rooster/schedule and attend meetings w ith managers.
•Answers the telephone calls for guest inquiry and guest’s room bookings.
•Responsible for the checking of all the amenities that are needed or required w ithin the office/reception.
Nov 2006 - Jun 2009
(2 years 7 months )
Recreation and Spa Receptionist [⋆⋆⋆⋆⋆]
Beach Rotana Hotel & Towers | United Arab Emirates
•Served on front desk, performing general secretarialduties.
•Scheduled and confirmed guest’s booking both Zen spa guests and club members.
•Responsible for the financialtransaction and accepting cash/card/city ledger/cheque mode of payment
•Answers the telephone calls for guest inquiry and take reservations.
•Alw ays update their membership card by using the system(club runner) for the expiration dates and for their daily
use
•Ensure daily fitness class schedule like aerobics, yoga, massage and other related duties such as daily events,
summer kid’s promotion and crèche.
•Up sells and promotes energy drink and other related spa and health club products.
Feb 2005 - Nov 2006 Lifeguard [⋆⋆⋆⋆⋆⋆⋆]
(1 year 9 months) Emirates Palace/Kempinski hotel | United Arab Emirates
Dec 2001 - Dec 2003 Waiter/Server [⋆⋆⋆⋆⋆]
(2 years) Fairmont Hotel & Resorts | United Arab Emirates
Education
June 16,1992 – January 20,1994 Mindanao State University - Iligan Institute of Technology
Bachelor's/College Degree in Education/Drafting Design | Philippines
June 10,1988 – March 29,1992 Cebu Institute of Technology |Secondary School

3. Skills
Advanced Microsoft Office Word, Excel, and Pow erPoint, Quick-view , Samson and Cicero/Bright-pattern for Business Process
Outsourcing, Dormitory Management System, Internet Distribution System, Global Distribution System
Fidelio, Property Management Systemand Hotel Management System.
Languages
Proficiencylevel: 0 - Poor, 10 - Excellent
Language Spoken Written
English 10 8
Arabic 6 1
Additional Info
Nationality:Filipino
Language Spoken: BasicEnglish
Birth Date: June 28,1975
Civil Status:Separated
www.linkedin.com/in/rolly-espina-a22527244
Weight: 143 lbs.(65kg)
Height:5”7 ft.(170.18cm)
Passportno: EC8186802
Age: 47 years old
Skype I.D: live:stewenash_1
Character References
Mr. Mohamed Al- Hajri
(Operations Manager)
Renaissance Services Saog
+968 92897778
mohdalhajri@tiscooman.com
Mr. Stan de la Cruz
(Account Manager)
Teleperformance Phils. (Vertis North)
+63 9478048462
stan.cruz02@gmail.com
Mr. Glenn Gorospe
(Account Supervisor)
EastWest BPO Phils.
+63 9569086889
glen@eastwestbpo.com