Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

ROY VILLANUEVA

Las Pinas City

Summary

A professional with commitment to excellence and results-driven approach. Possesses valuable experience in customer relationship management and achieving goals. Highly collaborative and adaptable, ensuring seamless teamwork and consistently meeting client needs. Expertise in communication and process.

Overview

13
13
years of professional experience

Work History

Seller Partner Support – T4

AMAZON
02.2024 - Current
  • Identify process/documentation/tooling gaps and work with the process owners to bridge these gaps in order to reduce the related tickets/contacts.
  • Provides prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers' issues.
  • Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
  • Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
  • SME/Mentor who assists colleagues with the process, case access, upskill and refreshers.

Seller Partner Support

AMAZON
09.2022 - 02.2024
  • Supporting Amazon's Selling Partner’s to solve any incoming issues via 3 channels of communication (Phone, Email & Chat).
  • Managing high volumes of inbound and outbound calls, emails and chats in a timely manner.
  • Ability to troubleshoot and provide product guidance and support to all Amazons Sellers and Vendors.
  • Any other duties and special projects as directed by management in keeping with the employee’s skills and experience.
  • RELEVANT EXPERIENCE

Customer Solutions Agent 2

PAYPAL
11.2021 - 05.2022
  • Assist customers with their issue on their PayPal Accounts.
  • Review customer information in the account.
  • RELEVANT EXPERIENCE

Account Advisor 1/ QA Intern

CONCENTRIX
10.2019 - 11.2021
  • Assist members regarding their queries of their Google Account.
  • Guide the members with the troubleshooting steps to resolve their concerns when needed.
  • Evaluate agents' chat interactions.
  • Facilitate calibrations together with operation.
  • RELEVANT EXPERIENCE

Sr. Operations Associate

CAPITAL ONE
10.2016 - 08.2018
  • Provide excellent customer service to existing customers.
  • Perform account level research and advise customers of products that may benefit them.
  • Stay up to date on all changes, developments and enhancements for all systems, products, and upgrades.
  • Update account information and complete accurate documentation.
  • Wow Warrior
  • Guides all new hire employees in the account.
  • Conduct one on one coaching with other representatives under tier 3.
  • Perform and update colleagues with the changes in the products during team meetings.
  • Evaluate call monitors per associate every month for coaching purposes.
  • RELEVANT EXPERIENCE
  • Associate

Resident Teacher

MY ENGLISH LEARNING CENTER
12.2011 - 07.2015
  • Company Overview: Avalon School of International Studies
  • Teaching
  • Taught ESL to Korean students of different levels.
  • Supervised all classroom and dormitory activities of students.
  • Gives evaluation to students on daily, weekly and monthly progress reports.
  • Prepares studying materials for an effective learning process.
  • Recruitment/Training
  • Facilitated demo teaching by selected applicants.
  • Conducted in-house training and orientation to newly-hired teachers.
  • Class-On Academy – FERMAT
  • Resident Teacher
  • Chosun Media
  • Resident Head Teacher
  • Full-time Teacher
  • RELEVANT EXPERIENCE

Education

Bachelor of Science - Business Administration

DFCAMC
Philippines

Saint Mark’s Institute
Philippines

Bernardo College
Philippines
04-2006

Skills

  • Organizational skills
  • Time management
  • Teamwork and collaboration
  • Multitasking Abilities

Accomplishments

  • Honor Student
  • Young Entrepreneur of the Month
  • Innovative student
  • CADT Loyalty Awardee

Timeline

Seller Partner Support – T4

AMAZON
02.2024 - Current

Seller Partner Support

AMAZON
09.2022 - 02.2024

Customer Solutions Agent 2

PAYPAL
11.2021 - 05.2022

Account Advisor 1/ QA Intern

CONCENTRIX
10.2019 - 11.2021

Sr. Operations Associate

CAPITAL ONE
10.2016 - 08.2018

Resident Teacher

MY ENGLISH LEARNING CENTER
12.2011 - 07.2015

Bachelor of Science - Business Administration

DFCAMC

Saint Mark’s Institute

Bernardo College

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ROY VILLANUEVA